Onboarding & Implementation Manager

**Description**:
Our client-obsessed Client Success team is fundamental in delivering a memorable product experience for our clients, providing them with the expertise, insights and guidance they need to take control of their investor marketing strategy and shareholder engagement.

The Onboarding Manager role is for mid-level project managers and customer success people who have 2-3 years of CS or Onboarding/Implementation experience under their belt. They are collaborative problem-solvers, adaptable relationship-builders, and confident project managers. They understand the commercial importance of onboarding and how to get the most out of their clients. They are product evangelists who know how to deliver value and will find innovative ways to drive product adoption. They may not have had previous exposure to the finance/capital markets space or to customers like ours, but they’re able to quickly learn the ropes and assume the position of trusted advisor to their clients.

If you're wanting to join a company that merits hard work, diverse thinking, and an environment that promotes respect, accountability, and heart, then we want to hear from you

**As an Onboarding & Implementation Manager, you will**:

- Lead pre-sales support for prospects.
- Effectively manage product onboarding and implementation for new clients.
- Provide support to new clients for the first 100 days to maximise adoption.
- Maintain the hygiene and accuracy of Hubspot CRM.
- Bring together insights and feedback from our clients and provide input to the product team.
- Proactively identify client needs and collaborate with other internal teams to ensure client success.

**Requirements**:

- At least **2-3 years experience** in client services as a CSM or in Onboarding/Implementation. Ideally, in a fast-growing technology startup with client-facing responsibilities.
- **Exceptional project management skills** (organisation, stakeholder management, communication etc)
- **Very strong relationship expertise**, with the ability to influence clients through verbal and written communication.
- **Exceptional administration skills.** You thrive off bringing order and organisation.
- A genuine desire to work in a truly **fast-paced** start-up environment.
- An entrepreneurial spirit that allows you to develop **creative solutions** to problems and execute them.
- **Agility** and a true **learning** mindset.

**The Journey**
- Within 3 months_
- Become familiar with our product offering and processes
- Learn about listed capital markets - incl. capital raising, investor relations, market engagement best practices and relevant regulation
- Understand the onboarding process and confidently take on small onboarding projects independently
- Understand how InvestorHub to delivers value to clients through the SaaS and service offerings, and be able to articulate this to clients.
- Within 6 months_
- Own the Onboarding process and independently manage medium-scale Onboardings to Activation.
- Act as the voice of the client in our product development process and support the review/iteration of existing features
- Contribute to the strategy for the Client Success team and begin defining new processes and best practices
- Long term_
- InvestorHub invests in its people. As you grow with us, you will get the opportunity to shape your own path and interests within the company.

**_

**Benefits**:
In addition to a fantastic role, team and salary, we offer the following benefits:

- **We're hybrid** - we love to collaborate in our office overlooking the Yarra on Mondays, Tuesdays and Fridays, but also support the need for heads-down time.
- **Options** - we want you with us for our exciting growth journey.
- **Flexible hours**- start any day between 8am - 10am to suit your lifestyle.
- **Parental leave** - we have a gender-neutral parental leave policy.
- **L&D budget** - you'll get an annual learning & development budget.
- **Regular hangouts**- we have monthly social catchups and team offsites.
- **Lots of food** - a snack cupboard you'll brag about, and free lunches every week.

InvestorHub is proudly an equal opportunity employer. We value diversity and know we are better and stronger as a team when the team is made up of individuals with different backgrounds and experiences.

We recruit, employ, train, compensate and promote regardless of race, colour, gender, sexual orientation, age, physical or mental disability, marital status, family or carer's responsibilities, pregnancy, religion, or political opinion and we aspire to always be a place that people want to come to do their best work in an inclusive, progressive and open-minded environment.

Recruiters - we respect your expertise and work, but at the moment are handling this and other roles internally and ask that you refrain from contacting us to offer your services.

We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gende