SaaS Onboarding Specialist

About Sandwai

Sandwai is fast-growing software development company based right on the water at beautiful Varsity Lakes. Our software helps aged and disability care providers across Australia deliver better care - What we do actually makes people's lives easier

We've got a water-facing office and a great team, and a culture of "let's get it done together" Think lake walks at lunch, cafes and restaurants on our doorstep, plenty of laughs and a team that celebrating each other's wins and help one another when things get busy.

At Sandwai, we value the wellbeing of our team first and foremost - We put our people first, and we're proud of being part of something that make a real difference in people's lives

We are seeking an enthusiastic, customer-focused SaaS Onboarding Specialist to join our team. The ideal candidate will have excellent customer service and analytical skills (previous experience in the technology field is a great addition).

About the Role

We are growing fast and looking for new team members to join our team and support our new providers.

This exciting opportunity to join our fun and dynamic team as an SaaS onboarding specialist does not come by often

You'll be the go to person for new customers, helping them get set-up, trained and feeling confident with Sandwai.

We are looking for a problem solver, project master, people-person and tech explainer all in one

What you'll actually do day to day

·       Get to know your customer's business and understand their needs

·       Turn their needs into a project plan, design their workflows and process in Sandwai

·       Train the end users in the system and help them configure it baes on your workflows

·       Maintain good relationships with your customers because we all know that an open communication channel, is the best way to keep things running smoothly.

Key Responsibilities

The SaaS onboarding specialist is a customer-facing role that ensures every Sandwai customer is successfully configured and trained during the onboarding process. You will own and project manage the client onboarding and client expectations, to ensure successful implementation. As a Sandwai expert, you will provide clear advice and training, continuously working towards a model that allows our new customers to become proficient and comfortable in the use of our product.

• Lead engaging training sessions - run group training sessions online helping staff at all levels feel confident using Sandwai.
• Be the go-to troubleshooting hero - Solve customer challenges with smart troubleshooting and friendly support.
• Share your wisdom - guide clients on best practices and smart system optimisation tips
• Run the Show independently - manage your work without someone constinatly looking over your shoulder
• Turn plans into action - Create clear project plans, timelines and goals that actually make sense for customers.
• Keep things moving smoothly - monitor implementations, jump in on helpdesk tickets and keep risks in check
• Stay connected - Provide regular updates to keep internal teams in the loop, and hold everyone accountable for timelines and success.

What you need to have to be successful in this role:

• Passion for solving puzzles – you get the kick out of troubleshooting and problem solving
• Planning KING/QUEEN – you're organised, on top of your game and a time-management wizard.
• A natural communicator – you know how to influence, explain and engage with people at every level.
• Customer first mindset – you genuinely care about delivering experiences that makes customer go "WOW"
• Tech-Savvy – Confident with technology and able to simplifies it for others
• A true team player – you collaborate with ease, share ideas and make working together enjoyable.

This position is based in Varsity Lakes on the Gold Coast with a hybrid model.

Come and join a fantastic team here on the Gold Coast where you can make a real difference.