Customer Onboarding Expert

3 weeks ago

Melbourne, Victoria, Australia Edrolo Full time
About Us

Edrolo is a pioneering ed-tech company dedicated to revolutionizing education in Australia. With a strong commitment to innovation, we're transforming the learning experience for students and teachers nationwide. Our diverse team, comprising content creation, tech innovation, sales, and support, works in harmony to develop a platform that truly makes a difference in education.

About the Role

We're seeking highly motivated and dedicated Onboarding Specialists to join our team. As the champion of seamless transitions, you'll ensure that schools effortlessly integrate with our platform and enjoy a frictionless experience. Your work will be pivotal in reducing churn and ensuring our customers get the most out of the Edrolo platform.

Key Responsibilities
  • Lead Customer Onboarding: Ensure schools can smoothly transition their sensitive enrolment data onto the Edrolo platform.
  • Collaborate with Internal Teams: Partner closely with Client Success, Client Growth, and Customer Service teams to align our efforts with schools' goals and timelines.
  • Customer Support: Be the go-to contact for schools, handling their queries with clarity and providing a stellar onboarding experience.
  • Query Resolution: Craft clear, concise, and comprehensive responses to queries, especially when managing sensitive data.
  • Issue Resolution: Diagnose and resolve complex issues quickly, turning challenges into opportunities to delight our customers.
  • Project Management: Handle multiple concurrent customer queries and projects, especially during peak times in the school year.
  • Trend Analysis: Spot trends in queries and turn insights into proactive solutions that improve our processes.
  • Stakeholder Engagement: Engage with school stakeholders with a professional yet personable approach.
  • Subscription Management: Tackle any subscription issues that arise during onboarding, ensuring nothing stands in the way of a successful integration.
  • Process Documentation: Continuously refine and update process documentation to keep our workflows efficient and effective.
About You

We're looking for individuals who:

  • Have demonstrable experience in a similar role or in customer success or customer support roles.
  • Are confident with data sources such as Excel and CSV and can wrangle a spreadsheet.
  • Thrive in fast-paced environments and see opportunities in the midst of transformation.
  • Have a knack for understanding the big picture while navigating the unknowns and ambiguity of current processes.
  • Are natural communicators who proactively offer support and build relationships.
  • Love jumping on calls to resolve issues and get things done.
  • Take pride in seeing tasks through from start to finish, leaving no loose ends.
  • Are solution-oriented, with a can-do attitude towards tackling challenges head-on.
  • Are comfortable giving and receiving constructive feedback to drive continuous improvement.
  • Previous experience in education is not required—what matters most is your drive and passion for providing an amazing customer onboarding experience.
Benefits
  • Full-time opportunity.
  • Modern office in the Melbourne CBD.
  • Hybrid (3 days in office) - We are a 9am-5pm workday business - no weekends required.
  • Flexible working arrangements.

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