CRM and Operations Specialist

Effi Technologies (Effi); Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Effi, a fast-growing mortgage CRM, is seeking a hands-on onboarding specialist for enterprise clients in Sydney. You will tailor the platform to each brokerage, train teams, and remain their day-to-day contact as they go live.

Most activity happens from our office with occasional client-site visits. You will collaborate with support, engineering and operations to ensure adoption and growth across accounts.

Qualifications

• 3+ years hands-on with a CRM, SaaS or workflow platform in onboarding or customer success.
• Ability to translate technical details into plain English for non-technical clients.
• Experience training large enterprise clients and guiding adoption.

Responsibilities

• Run onboarding and training for enterprise clients from the office and on-site as needed.
• Configure and tailor the platform to each brokerage workflow and reporting needs.
• Lead UAT and go-live while maintaining post-live support and engagement.
• Coordinate with support, Dev, and Ops to ensure smooth client progress.
• Create and maintain training materials and recordings for faster onboarding.

Skills

CRM onboarding

Customer training

Account management

SaaS experience

Stakeholder communication

Tools

Power BI

Copilot

ChatGPT

Claude

Job description

Effi is one of Australia's fastest-growing mortgage CRMs. Four of the country's top broker groups run their business on us. We are scaling fast and looking to launch in US market later this year.

Our product ships fast. Voice AI, agentic AI, AI note-takers, broker-workflow automation - every feature is something a customer asked for. Brokers come to us using six or seven different tools. We replace all of them with one.

Effi is signing bigger brokerages, and when their teams come on board they need someone who can set the platform up properly and teach them to use it well. That is this role.

You own hands‑on onboarding, configuration and training for Effi’s enterprise clients, meaning organisations running ten or more seats. You set the platform up around how each business actually works, train their team, and stay with them as their named day-to-day contact once they are live. Most of it runs from our office, with the occasional visit to a client site when it matters.

We are looking for someone who wants to know this product better than anyone. The sort of person who enjoys getting under the bonnet of a system, learning every corner of it, and then making it click for someone else. If you like the training and the problem‑solving more than the ticket queue, this will suit you.

You have Effi’s support team behind you for execution, so you are not doing all of it yourself. It is a role that will stretch you quickly, and you should want that.

Key responsibilities

• Run onboarding and training for Effi’s larger brokerage clients, from the office and occasionally on site.
• Configure the platform to how each brokerage actually works: roles, permissions, workflow stages, templates and reporting.
• Run user acceptance testing and go-live, and stay close through the first weeks until the team is genuinely using it.
• Around three major enterprise onboardings a month, alongside ongoing account work.
• Handle data migration and imports so a client’s existing records land clean.

Be the person they can reach

• Act as the named day-to‑day contact for Effi’s enterprise accounts.
• Run proactive check‑ins: what is working, what they are stuck on, what they have not switched on yet.
• Answer product questions live, on the phone or in person, without escalating everything.
• Escalate what genuinely needs product or engineering, and close the loop back to the client yourself.

Train and keep clients current

• Train new brokers and support staff as client teams grow.
• Walk clients through new features as they ship, so releases turn into adoption.
• Build and maintain training material, guides and recordings so each onboarding is faster than the last.

Work through the support team

• Direct Effi’s support team on client tasks rather than doing all of it yourself.
• Make sure work handed to the Dev team and Ops Team is picked up, finished and reported back.
• Keep all client activity tracked in Effi, with our custom Effi CRM as the single source of truth.

Grow the accounts

• Promote activation of Effi’s upsell features during onboarding and ongoing check‑ins, so clients switch on what is available to them rather than discovering it a year later.
• Notice where a client would get more out of the platform, and say so.
• Introduce and demo Effi’s adjacent products and services during onboarding and check‑ins.
• Feed client feedback and feature requests back into product with enough detail to act on.

What we are looking for:

• Genuinely into CRM and systems. You like pulling a platform apart and knowing every corner of it.
• You enjoy training people, and you are good at it. You can talk someone through a screen over the phone without opening it yourself.
• 3+ years hands‑on with a CRM, SaaS or workflow platform, in onboarding, support, implementation, customer success or account management.
• A communication style that turns technical detail into plain English for non‑technical customers, which in our case means brokers.
• Good judgment on when to resolve something yourself and when to elevate it, and the maturity to hold a difficult conversation rather than pass it up.
• Hungry for the experience. This role will stretch you quickly and you want it to.
• Calm and credible with business owners, and unbothered when they are direct.
• Organised enough to run several onboardings at once without dropping anything.
• Sydney‑based, and happy to get to a client office when it matters.

Preferred

• Mortgage industry experience but not essential.
• Experience configuring a CRM: roles, permissions, workflow stages, templates.
• Experience with data migration and imports between systems.
• Experience running training sessions or in‑person workshops.
• Familiarity with automation tools such as Power Automate.
• Reporting experience, Power BI or similar.
• Familiarity with AI productivity tools such as Copilot, ChatGPT or Claude.
• Experience working with an offshore or distributed support team.
• You have taught yourself a platform end to end before, whatever it was.

What success looks like

First one to three months

• You know the product well enough to run an onboarding unaided.
• You are the named contact on Effi’s enterprise accounts and those clients know who to call. And yes, we don't work on weekends.
• Your first onboarding is delivered to plan and the client team is actively using the platform.
• Training material and recordings are started and being reused.

Ongoing measures

• Onboarding completion time and quality.
• Client satisfaction and reference willingness.
• Adoption of new and paid features across the client base after release.
• Fewer client issues needing to be escalated beyond you.

Remuneration and working arrangements

Min. 4 days/week from office, Sydney-based. Mostly worked from our office, with occasional visits to client sites and the odd interstate day trip.