Onboarding Specialist

My Occ Health Record Pty; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Dog-friendly office

Startup culture

Job summary

My Occ Health Record Pty is seeking an Onboarding Specialist to enable new customers to go live quickly and derive value from the MOHR platform. You will own the onboarding journey from signed contract through hypercare, configuring the system, training users, and reducing friction across implementations.

You will run kick-off sessions, perform testing, deliver training, and continuously improve onboarding processes.

Qualifications

• 2+ years in SaaS onboarding, implementation or customer-facing technical roles.
• Confident configuring software platforms and learning new systems quickly.
• Strong at running workshops and training sessions with mixed technical audiences.
• Clear, professional written and verbal communication.
• Hands-on experience with a CRM or ticketing tool (HubSpot preferred).
• Customer-first mindset: calm, organised and reliable under pressure.
• Proactive and able to raise risks early and work across teams.

Responsibilities

• Run kick-off sessions with customer stakeholders to capture structure, sites, needs, integrations and data migration, and agree onboarding plan and success criteria.
• Set up the MOHR platform to match scope: organisation structure, users and permissions, workflows, forms, notifications and reporting.
• Plan and run testing with customers, including UAT, and track and resolve issues.
• Deliver tailored online training to administrators and end users, and build training materials and guides.
• Provide close support after go-live, monitor adoption and early issues, and handover to Customer Success.
• Manage several onboardings at once, keeping timelines, risks and actions visible in HubSpot and Slack.
• Set expectations with customers and flag scope changes, delays or risks early.
• Identify repetitive steps and automate them using HubSpot workflows and platform tools.
• Respond to and resolve customer support tickets in HubSpot within SLAs.
• Triage and escalate technical issues to Technical Support Lead or Engineering Team.

Skills

SaaS onboarding

Workshop facilitation

HubSpot

CRM experience

Customer success

Tools

HubSpot

Slack

Job description

My Occ Health Record uses technology to turn fragmented workforce health records into connected intelligence. Our SaaS platform connects employers, employees and providers to create a central source of truth for employee health data. By capturing and connecting all health data across the employee lifecycle, our platform builds a complete picture of health at the individual and company level, empowering organisations to reduce risk and make smarter decisions to protect their people.

About the role

The Onboarding Specialist gets new MOHR customers live, confident and getting value from the platform as quickly as possible. You own each new customer's journey from signed contract to steady state: scoping their requirements, configuring and testing the platform, training their users, and supporting them through hypercare before handing over to business-as-usual Customer Success. Beyond individual customers, you make onboarding better for everyone who comes next. You spot friction, automate repeatable steps, and feed practical ideas to the Product team. You also share the load on customer support through HubSpot, so the Customer Success team stays responsive and customers feel heard.

Key responsibilities

• Run kick-off sessions with customer stakeholders to capture workforce structure, sites, health assessment requirements, integrations and data migration needs, and agree an onboarding plan, timeline and success criteria
• Set up the MOHR platform to match agreed scope: organisation structure, users and permissions, workflows, forms, notifications and reporting
• Plan and run testing with customers, including user acceptance testing (UAT), and track and resolve issues
• Deliver tailored online training to administrators and end users, and build and maintain training materials, quick-reference guides and help content
• Provide close support in the weeks after go-live, monitor adoption and early issues, run check-ins, and complete structured handover to the Customer Success Specialist
• Manage several onboardings at once, keeping timelines, risks and actions visible in HubSpot and Slack
• Set clear expectations with customers and flag scope changes, delays or risks early
• Identify manual, repetitive steps and automate them using HubSpot workflows, platform tools and AI
• Respond to and resolve customer support tickets in HubSpot within agreed service levels
• Triage and elevate technical issues to the Technical Support Lead or Engineering Team

About you

• 2+ years in SaaS customer onboarding, implementation, customer success or a similar customer-facing technical role
• Confident configuring software platforms and learning new systems quickly
• Strong at running workshops and training sessions with a mix of technical and non-technical audiences
• Clear, professional written and verbal communication, including documenting requirements and decisions
• Hands-on experience with a CRM or ticketing tool (HubSpot preferred)
• Customer-first: calm, organised and reliable under pressure
• Curious and improvement-minded: you notice friction and want to fix it
• Proactive: takes ownership and follows through
• Works well across teams and is comfortable raising risks early
• Dog friendly, open plan office with a modern funky feel
• Opportunity to be a part of a fast-paced start up environment

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