SaaS Onboarding Specialist | Customer Success

Buddy Advisory; Geelong; On-site; AUD 65,000 - 75,000; Full time

Job summary

Business Automation Works (BAW) in Geelong is seeking a Customer Success Specialist - Onboarding to join its growing team. You’ll lead online onboarding sessions from start to finish, helping new users get up and running with ATOmate and becoming confident in using the software in their day-to-day work.

You’ll guide customers through the product, answer questions, and deliver follow-up training, while coordinating with support and success teams to resolve issues and create helpful documentation.

Qualifications

• Experience in customer onboarding, customer success, software training or another customer-enabling role involving presentations or guided sessions. SaaS experience is welcome, but not essential.
• Confidence leading online sessions, explaining processes clearly and keeping different audiences engaged.
• Strong interpersonal skills, patience and a genuine interest in helping customers succeed.
• The organisation to prepare for scheduled sessions, follow through on questions and manage a varied week.
• An aptitude for learning software and troubleshooting straightforward issues. BAW can teach the product and the technical foundations you’ll need.
• A collaborative approach and a willingness to keep improving how customers are trained and supported.

Responsibilities

• Lead engaging, practical online onboarding and user-training sessions for new ATOmate customers.
• Guide customers through the product, respond to questions and help them prepare for go-live.
• Deliver follow-up or additional training where customers need extra support.
• Work with colleagues across customer success and technical support to resolve questions that arise during onboarding.
• Contribute to product testing and clear, useful documentation for customers and the team.
• Share customer feedback and ideas that improve the onboarding experience.

Skills

Onboarding

Customer success

Training

Presentations

Job description

Business Automation Works (BAW) in Geelong is seeking a Customer Success Specialist - Onboarding to join its growing team. You’ll lead online onboarding sessions from start to finish, helping new users get up and running with ATOmate and becoming confident in using the software in their day-to-day work.

You’ll guide customers through the product, answer questions, and deliver follow-up training, while coordinating with support and success teams to resolve issues and create helpful documentation.