Onboarding Specialist

Phorest; Australia; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

Phorest is seeking an Onboarding Specialist to guide new salon clients through setup, training, and adoption of Phorest software. You’ll ensure each salon realises the platform’s value, driving satisfaction and retention through expert onboarding and ongoing support.

In this role you’ll manage onboarding journeys, coordinate configurations, deliver instructor-led trainings, and build strong relationships with salon owners as their go-to success partner.

Qualifications

• 2-4 years of client-facing onboarding or customer success experience.
• Experience in salons or scheduling/management software advantageous.
• Strong organizational and multitasking skills.

Responsibilities

• Manage onboarding journeys for new client accounts within monthly targets.
• Coordinate setup, configuration, and implementation of Phorest software for each salon.
• Ensure successful adoption of features prior to go-live.
• Conduct instructor-led trainings and use Phorest Academy.
• Build trust as dedicated onboarding contact and success partner.

Skills

Client-facing

Onboarding

Customer success

Organization

Multitasking

Tools

Phorest software

Job description

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

This role plays a pivotal part in shaping first impressions, helping salon owners adopt Phorest successfully, and setting them up for long‑term success.

As a trusted advisor, the Onboarding Specialist guides new clients through setup, training, and adoption of software and key features, ensuring each salon realises the full value of the platform. The role combines customer service excellence, technical know‑how, and strong communication skills to deliver a best‑in‑class onboarding experience that drives satisfaction, retention, and advocacy.

What You’ll Do

Client Onboarding & Implementation

• Manage the onboarding journey for all new client accounts within established monthly targets.

• Coordinate setup, configuration, and implementation of Phorest software tailored to each salon’s operations.

• Ensure each salon achieves successful adoption of all applicable features

• Conduct engaging onboarding sessions, workshops, and demonstrations through instructor‑led training (ILTs) and encourage the use of Phorest Academy

• Work collaboratively with salon owners and key staff to define goals and deliver a strong foundation for success.

Customer Experience & Relationship Building

• Build trust and rapport with new clients, serving as their dedicated onboarding contact and early success partner.

• Provide responsive, solution‑oriented support to resolve onboarding challenges quickly.

• Conduct “Graduation” calls with salon owners to review achievements, confirm satisfaction, and transition them seamlessly to the Grow Team.

• Actively listen to client feedback and ensure continuous improvement in onboarding processes and client engagement.

• Deeply understanding the customer's needs and finding solutions.

Deliverables

• Successful onboarding of 100% of forecasted client accounts each month, ensuring go‑live occurs within agreed timelines without compromising quality.

• Completion of onboarding milestones within agreed timelines.

• Client and Staff Platform Mastery: Validation that all clients are proficient in using Phorest and that all staff are confident with the platform's core functions ahead of the go‑live day.

• High customer satisfaction (CSAT) and positive feedback scores during and post‑onboarding.

• Increased adoption of key Phorest features across all newly onboarded salons.

• Smooth and documented client handoff to the Grow Team following Graduation calls.

Who You Are

Skills

• 2-4 years’ experience in a client‑facing, onboarding, or customer success role.

• Experience in the salon industry or with scheduling/management software (advantageous).

• Strong organisational and multitasking skills with the