Head Of Customer Onboarding And Support

6 days ago

Sydney, New South Wales, Australia Transvirtual Full time

Overview
Reporting to the General Manager, the Head of 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. The successful candidate will be highly organised, have broad experience identifying process improvements and successfully implementing those plans.
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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