Onboarding and Support Manager

1 week ago

North Sydney, Australia Transvirtual Full time

**The Role**

**Key Responsibilities**
- Manage end-to-end onboarding for new clients, from scoping and planning through to configuration, training, and go-live.
- Translate customer requirements into tailored system configurations and workflows.
- Ensure projects are delivered on time, within scope, and with a strong customer focus.
- Manage, mentor, and support the customer support team, including performance reviews, coaching, and workload management.
- Oversee ticketing systems, set priorities, and ensure escalated issues are resolved quickly and effectively.
- Establish and monitor SLAs and KPIs across both implementation and support functions.
- Identify recurring issues and work closely with Product and Engineering teams to recommend fixes and improvements.
- Build and maintain a library of training materials, process documentation, and support resources to enable scalability.
- Act as a senior point of contact for key customers, providing guidance, handling escalations, and maintaining high levels of satisfaction.
- Continuously review and improve implementation and support processes to drive efficiency and enhance the customer experience.

**Requirements**:

- 5+ years of experience in B2B SaaS managing implementations and support.
- Experience managing and developing a support team, including coaching, performance management, and fostering a customer-first mindset.
- Analytical and process-driven approach with the ability to identify gaps, resolve challenges, and drive continuous improvement.
- Hands-on experience with ticketing/helpdesk tools and CRM platforms.
- Highly organised, adaptable, and comfortable working in a fast-paced, evolving SaaS environment.
- Collaborative and proactive, with the initiative to influence cross-functional teams and contribute to business growth.

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