Onboarding and Support Manager

1 week ago

Sydney, New South Wales, Australia Transvirtual Full time $100,000 - $140,000 per year

The Role

Reporting to the General Manager, the Onboarding and Support Manager will manage new client onboarding and lead the support team for existing customers. This role blends project management, technical problem-solving, customer engagement, and people leadership. The successful candidate will be highly organised, have broad experience identifying process improvements and successfully implementing those plans.

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.

  • Onboarding And Support Manager

    2 weeks ago

    Sydney, New South Wales, Australia Buscojobs Full time

    The Role Reporting to the General Manager, the Onboarding and Support Manager will manage new client onboarding and lead the support team for existing customers.This role blends project management, technical problem-solving, customer engagement, and people leadership.The successful candidate will be highly organised, have broad experience identifying process...

  • Onboarding And Support Manager

    3 weeks ago

    Sydney, New South Wales, Australia Buscojobs Full time

    The RoleReporting to the General Manager, the Onboarding and Support Manager will manage new client onboarding and lead the support team for existing customers. This role blends project management, technical problem-solving, customer engagement, and people leadership. The successful candidate will be highly organised, have broad experience identifying...

  • Onboarding Manager

    1 week ago

    Sydney, New South Wales, Australia Radware Full time

    Onboarding Manager - (2300006W)**What will you do?**The Onboarding manager will manage all aspects of the post-sales relationship, ensuring that customers realise business value through the onboarding and adoption of Cloud DDoS services. In addition to ensuring customer health, contact with customers running scheduled service reviews. As an Onboarding...

  • Customer Onboarding And Support Manager

    7 days ago

    Sydney, New South Wales, Australia Transvirtual Full time

    The RoleReporting to the General Manager, the Onboarding and Support Manager will manage new client onboarding and lead the support team for existing customers. This role blends project management, technical problem-solving, customer engagement, and people leadership. The successful candidate will be highly organised, have broad experience identifying...

  • Onboarding Manager

    1 week ago

    Sydney, New South Wales, Australia Siteminder Full time

    At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of...

  • Senior Onboarding and Support Specialist

    7 days ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $160,000

    Job Title: Senior Onboarding and Support Specialist The Head of Customer Onboarding and Support will manage new client onboarding and lead the support team for existing customers. This role blends project management, technical problem-solving, customer engagement, and people leadership. 

  • Product & Onboarding Manager

    2 weeks ago

    Sydney, New South Wales, Australia Vision Re Partners Pty Limited Full time $100,000 - $120,000 per year

    This hybrid role bridges Product Management and Client Onboarding, ensuring Vision RECap continues to meet evolving market needs while delivering an exceptional onboarding experience to clients across insurers, brokers, and commercial property owners. You will define and execute the product roadmap, coordinate cross-functional delivery, and develop...

  • Business Onboarding Manager

    6 days ago

    Sydney, New South Wales, Australia beBeeOnboarding Full time $90,000 - $120,000

    Job Role: Business Onboarding ManagerAbout the JobWe are seeking a highly experienced Business Onboarding Manager to lead our loyalty program nationwide.Main Responsibilities:Deliver end-to-end onboarding and support services for multiple retailers across the country, building strong working relationships.Support account management and provide post-launch...

  • Senior Onboarding Manager

    7 days ago

    Sydney, New South Wales, Australia beBeeOnboarding Full time $110,000 - $130,000

    About This RoleThis is a key position for someone who can lead the onboarding process and ensure timely and successful implementations.Key ResponsibilitiesLead strategic onboarding projects, managing and executing the process for complex customers to ensure successful adoption and value realization.Serve as an expert consultant, advising customer...

  • Onboarding Experience Manager

    6 days ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $110,000 - $140,000

    Onboarding Experience Manager">The onboarding experience is a critical factor in the success of our products. As the Onboarding Experience Manager, you will be responsible for managing the entire onboarding process for your book of business, from sales handover to configuration to training.You will be the first point of contact for managing all aspects of...