Customer Onboarding Specialist

6 days ago

Melbourne, Australia Frazer Tremble Executive Full time

Support the world's most progressive employers and their people
- Permanent role - Hybrid - Melbourne East (Open to Part-Time & Job Share)
- Professional, Stimulating and Friendly Work Environment

Since launching in 2010, Grace Papers has been on a mission to redesign workplaces' inclusivity, enabling individuals to lead fulfilling lives personally and professionally. Known as the workplace gender equality experts in Australia and NZ, Grace Paper's enterprise platform has the vision to globalise.

Reporting to the Head of Digital, your role as the Customer Onboarding Specialist will contribute to Grace Paper's mission by building deep relationships with clients and support them from onboarding to become confident users of the Grace Papers platform and service. As the Customer Onboarding Specialist, you will provide high-level administrative support to the Customer Success Team, educate Grace Paper's new customers, help solve technical problems, and ensure the smooth adoption of Grace Papers products and services. Throughout their customer lifecycles, Grace Papers prioritise delivering a high-touch customer experience, and onboarding is the first step of that process.

**What success looks like**
- Build relationships with clients and customers and embody the voice and tone of Grace Papers.
- Work with clients to understand their needs to help them develop a tailored Grace Papers onboarding process.
- Guide and coach clients to effectively promote and use the platform and expand their usage, using collaborative planning to keep clients on the journey as we drive platform adoption and value delivery.
- Build and maintain strong, trusted customer relationships.
- Perform customer training.
- Plan and conduct training and knowledge transfer, including end-user training.
- Issue resolution and risk assessment/management.
- Delivery of deadlines as agreed to in the project schedules.
- To thrive, you will influence key relationships to maintain an ongoing flow of business from each account.

**Skills and experience that make you stand out**
- Strong experience inspiring customers, with experience coaching, consulting or managing customers in a solution that requires adopting digital products and behavioural change.
- Relevant work experience in an administration, marketing, events, or customer onboarding specialist role. SaaS experience a benefit.
- Organisational skills - you'll be working with many customers, and you'll have relevant EA expertise or similar in place to keep all of their needs organised.
- Build Deep Relationships - You must build trust and rapport with your customers and have a range of conversations with empathy, honesty and trustworthiness.
- You have a track record of high achievement in a customer or client-facing role.
- The Customer Onboarding Specialist will have great people skills (both when communicating with customers and internally amongst the team) as well as have a good understanding of the Grace Papers platform and services.

**How to apply**

For a confidential discussion about the role, please call Gabrielle Baird at Frazer Tremble Executive on
**0499 180 852**. Alternatively, click below to apply.

We know our client's strength comes from their people's diversity, so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it's not a one size fits all approach, so we'd be happy to talk about and consider your specific needs.

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