Customer Onboarding Specialist

**The Opportunity**
Affinda Group is transforming how enterprises work with their data and documents through cutting-edge AI technology. We are trusted by 1,750+ customers across 75+ countries, with 100%+ annual revenue growth. The Affinda platform helps companies achieve productivity and efficiency gains by automating document-intensive workflows and streamlining operations. We are hiring a Customer Onboarding Specialist - someone focused on converting interested users into customers through personalised outreach and technical expertise. This role is based in Melbourne.

**About the Role**
You will play a key role in connecting with prospects and communicating the value of our platform through direct communication and technical demonstrations. Your engagement strategies will prove how the platform automates their document workflows, solves operational problems and is easily implemented in diverse operational environments. The core success metric is transitioning prospects into trial participants and committed customers.
In this varied role you will:

- Influence inbound leads to participate in trials via proactive communication and advice, such as customised technical demonstrations and instructions around platform functionality.
- Understand customer document workflows in various operational environments and accelerate the deployment of our platform by delivering technical guidance around platform implementation.
- Support the Product and Engineering team to improve onboarding workflows using automation and AI by highlighting repeat hurdles and desired automations to the engineering team.
- Work with the Sales team to identify the highest value prospects, and plan for and execute engagement techniques to influence their adoption of the platform.
- Champion the customer to Product, surfacing insights that influence roadmap and UX.
- Interact with the Product team to provide product feedback based on customer configuration use cases and engage as needed for product support.

**What makes this role special**
- Award-Winning Business: Affinda won the 'Company to Watch' award at the 2024 Australian Growth Company Awards and was recently named by Forbes as the fastest growing AI company in Australia.
- End-to-end ownership: influence customer success from late-stage demo right through to activation and expansion.
- Diverse, high performing peers: collaborate with Sales, Product, Engineering, Growth Automation and learn from different disciplines.
- Cutting-edge tech: work hands-on with AI, LLMs and automation that deliver tangible customer impact.
- Hybrid flexibility: mix focused remote days with collaborative Melbourne HQ time.
- Competitive package tied to outcomes: base plus team bonus linked to clear metrics.
- Culture which values initiative: autonomy to suggest and experiment with new ideas, regardless of title or background.

**Experience profile**
- Professional experience: 5+ years of relevant experience, in a technology role supporting resolution of customer problems, or a sales development representative role, account manager role or customer success roles.
- Technical know-how: interest in AI, deep passion for resolving customer issues, knowledge of tech configuration and integration, familiarity with key terminology such as REST/JSON APIs, webhooks, basic SQL, and proficient in project management tools.
- Customer engagement: experience in customer-facing role which solves operational issues with software; confident jumping into client environments and diagnosing misconfigurations.
- Scale-up work context: can design from first principles and work autonomously; ideal if worked in start-up or scale-up environment.
- Communication and customer engagement: Excellent communication skills; friendly, open and curious with customers on unscripted live calls.
- Process design: Experience working in process mapping or process improvements; can recognize repeatable patterns that can be optimized through AI.

**Our commitment to diversity and inclusion**

**Application process**
- A cover letter detailing why you would make a great fit for the role; and
- Your resume.

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