SaaS Onboarding Specialist: Accelerate Value & Adoption

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 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.