Onboarding & Implementation Specialist

Who we are

Factory is a B2B SaaS platform specifically designed to help SMB manufacturers and fabricators streamline their operations by managing orders, collaboration, job scheduling, and time tracking from a centralised platform.

We make a genuine difference in both their businesses & their lives - helping them transform their operations through smart technology.

The Role

We're seeking an experienced Onboarding & Implementation Specialist to drive successful platform adoption and implementation for our SMB manufacturing & fabrication clients.

This role is crucial in ensuring our customers achieve maximum value from Factory's platform through effective onboarding, technical implementation, and business process optimisation.

What you'll be doing

Implementation Strategy & Execution

• Design and execute customised implementation plans tailored to each client's specific operations
• Lead technical configuration and setup of the Factory platform, including system integrations and data migration
• Develop and optimise standard implementation methodologies and best practices
• Configure and customise platform features to align with client business processes

Business Process Engineering

• Analyse clients' existing workflows and processes to identify optimisation opportunities
• Provide recommendations for business process improvements leveraging Factory's capabilities
• Work with clients to map their current processes to Factory's platform functionality
• Document and standardise successful implementation patterns for different scenarios

Client Management & Training

• Serve as the technical implementation lead throughout the onboarding journey
• Develop and deliver training programs for client teams
• Create custom documentation and training materials
• Manage implementation timelines and client expectations
• Coordinate with internal teams (Sales, Customer Success, Support) Product, Development, to resolve technical challenges & deliver optimal solutions

Technical Leadership

• Maintain deep product knowledge and technical expertise of Factory's platform
• Identify and document technical requirements for complex implementations
• Provide feedback to Product team on implementation challenges and feature requests
• Develop and maintain implementation tools and templates

What we're looking for

Essential Qualities

• 2+ years' experience in SaaS implementation, onboarding, or solutions engineering roles
• Strong technical aptitude with ability to understand and configure complex systems
• Excellent project management and organisational abilities
• Outstanding communication skills with ability to explain technical concepts to non-technical users
• Experience working with manufacturing or industrial businesses preferred

Technical & Business Acumen

• Proven track record of successful SaaS implementations, preferably in the SMB space
• Experience with business process analysis and optimisation
• Strong understanding of system integration concepts and data migration principles
• Familiarity with fabrication or job shop operations is a plus
• Experience with job management or accounting systems

What you'll bring to the table

• Strong problem-solving abilities and analytical thinking
• Ability to thrive in a fast-paced, dynamic environment
• Excellence in managing multiple complex implementations simultaneously
• Passion for helping businesses transform their operations through technology
• Commitment to continuous learning and process improvement

What we offer

• Opportunity to shape the implementation function of a rapidly scaling SaaS business
• Autonomy, support & a fantastic globally distributed team
• Competitive compensation
• Surry Hills head office with great people, facilities & an authentic culture
• Be part of a team that's revolutionising how custom fabricators manage their businesses

This role represents an excellent opportunity for an implementation professional who enjoys making a difference for the clients & having the ability to help build the foundations for a rapidly scaling global company.