Manager Customer Onboarding

Xplor; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid Parental Leave

#GiveBackDays

Diversity & Inclusion initiatives

Cornerstone Learning access

Mental health support

Flexible working arrangements

Job summary

Xplor Education is hiring a Manager Customer Onboarding on a 9 Month Fixed-Term Contract. You will lead the onboarding team, shaping end-to-end software onboarding, migrations and offboarding across Xplor Education platforms, ensuring a seamless customer journey for early childhood educators.

You will work closely with Sales, Product, Customer Success and Billing, manage capacity and priorities, and drive improvements to onboarding quality and efficiency in a fast-paced SaaS environment.

Qualifications

• 5+ years leading and developing customer-facing teams with KPI outcomes.
• Strong SaaS onboarding or implementation experience.
• Proven ability to manage priorities and day-to-day operations in a fast-paced environment.

Responsibilities

• Lead and develop the onboarding team to deliver strong outcomes.
• Coordinate onboarding, migrations and offboarding across platforms.
• Collaborate with Sales, Product, CS and Billing to improve handoffs.

Skills

Team leadership

Customer onboarding

SaaS onboarding

Data-driven decisions

Stakeholder management

Education

Bachelor's degree in Business or related field

Tools

Salesforce

CRM systems

Job description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and othermembership-based andservice-basedindustriessimplify operations, uncover insights, and elevate customer and member experiences.

Job Description

About the opportunity

You’ll join Xplor Education as theManager Customer Onboardingon a 9 Month Fixed-Term Contract, leading the team that helps new customers get set up on our platforms, learn how to use them, and move through a simple, seamless onboarding journey.

You'll lead the team responsible for end-to-end software onboarding, migrations, and offboarding across Xplor, Discover, QikKids, and MyWaitlist. The role leads the Onboarding Team Lead, Enterprise Onboarding Specialists, Onboarding Specialists and Data Specialists, ensuring the team effectively supports early childhood educators to set up their services optimally on the platform and makes their implementation journey as simple and seamless as possible.

Responsibilitiesyou’llhave are asfollows:

• Lead,coachand develop the team, building an engaged,collaborativeand accountable culture that supports individual growth,strong performanceandKPIoutcomes.
• Manage team capacity,prioritiesand day-to-dayonboardingdelivery across Xplor Education software productsto deliverpositivecustomeroutcomes.
• Improveonboarding,migrationand offboarding processesto increase quality,efficiencyand customer adoption.
• Partnerwith Sales, Product, CustomerSuccessand Billing to resolve issues and improve customer handoffs.
• Support complexcustomeronboarding projects by coordinating stakeholders,managingrisksand ensuring clear communication throughout the implementation journey.
• Use data,customerfeedbackand team insights tomonitorperformance, informdecisionsand drive continuous improvement.
• Contribute to broader business planning and onboarding strategy initiatives that support scalable growth across Xplor Education.

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.This is a 9 Month Fixedterm contract role.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook and thrive working in an ever evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

• Minimum 5years experienceleading and developing customer-facing teams to deliverstrong performance, engagement and consistent KPI outcomes.
• Strong experience in customer onboarding,implementationor service delivery, ideally within SaaS,softwareor education technology.
• Proven ability tomanageteam priorities,workloadand day-to-day operations in a fast-pacedcustomerenvironment.
• Confident using data, customerfeedbackand team insights toidentifytrends, solve problems and improve onboarding quality and efficiency.
• Strong stakeholder management and communication skills, with experience resolving issues, aligningprioritiesand supporting change.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Unlimited access to Cornerstone Learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to free mental health support
• Flexible working arrangements

More about us

More than 130,000 businesses in 72+ countries rely onXplorto run their day and get paid, processing over $47 billion in payments annually.Ourconnected ecosystemhelps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplorisbacked by world-class investorsAdvent International, Battery Ventures,and Silver Lake.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [emailprotected].

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions.Find our Candidate AI Usage guidelines here .

Xplor isdedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We make it a priority to respond to every applicant.