Customer Onboarding & Support Specialist
Rex
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Benefits offered by this job
Job summary
Qualifications
- Experience in the real estate industry is preferred.
- Experience in CRM or customer success roles.
- Strong written and verbal communication skills.
- Ability to manage multiple onboardings and timelines
Responsibilities
- Manage onboarding of new Rex accounts over 4–12 weeks.
- Act as primary contact for clients during onboarding.
- Facilitate tailored training sessions for clients.
- Health checks: onboarding milestones to assess adoption and risk
- Product engagement: drive adoption of Rex CRM features in daily workflows
- Reporting: track onboarding progress, health checks, and churn indicators
- Client engagement projects: contribute to broader adoption and retention initiatives
- Ongoing customer support: provide education and onboarding support as needed
- Training content development: improve training videos and documentation
- Webinars and education sessions: deliver scheduled webinars and Q&A sessions
Skills
Tools
Job description
Rex – Greater London, England, United Kingdom
This role is based in Central London with a hybrid working arrangement of 3 days in office and 2 days from home. For this role, we encourage only UK‑based applicants to apply.
Pay will be based on your skills and experience. Talk with your recruiter to learn more.
Rex Software is an 80‑person digital product and services company with teams based in Brisbane, Australia, and London, UK. We build innovative technology for the property industry, supporting thousands of customers every day across our CRM, property management solutions, digital advertising suite, and website builder. We’re passionate about creating products that genuinely improve the way real estate professionals work, supported by exceptional customer experiences from onboarding through to long‑term success.
Rex CRM Onboarding Specialists play a critical role as key account owners for all newly onboarding Rex CRM clients. Their primary responsibility is to ensure new customers are set up for success by guiding them through a smooth transition onto the Rex CRM platform and enabling confident use of its core features from day one. Acting as trusted guides, Onboarding Specialists provide structured support, education, and training throughout the entire onboarding journey. They ensure each client understands how to effectively use Rex CRM and embed it into their daily workflows in a way that supports their business goals.
Rex CRM Onboarding Specialists are proactive advocates for the platform, delivering an exceptional onboarding experience and supporting early product adoption beyond go‑live. They work closely with clients to tailor training based on experience levels, business needs, and team structures, ensuring strong foundations for long‑term success. An ideal Onboarding Specialist is passionate about improving onboarding practices, contributes ideas to continuously evolve internal processes, and is deeply invested in driving customer outcomes, product adoption, and overall satisfaction with Rex CRM.
- Client Onboarding: Manage the onboarding of new Rex accounts over a 4–12 week period, including structured onboarding plans, training sessions, and Q&A support.
- Account Ownership: Act as the primary point of contact for newly onboarding clients, ensuring a smooth and positive transition onto Rex CRM.
- Training Delivery: Facilitate best‑in‑class training sessions tailored to different user roles and experience levels within each client organisation.
- Health Checks: Conduct onboarding health checks at defined milestones to assess adoption, engagement, and potential risks.
- Product Engagement: Drive strong adoption and engagement with Rex CRM features, supporting clients to embed the system into daily operations.
- Reporting: Provide regular reporting on onboarding progress, health checks, risks, churn indicators, and related project work.
- Client Engagement Projects: Contribute to broader client adoption, engagement, and retention initiatives.
- Ongoing Customer Support: Provide professional education and onboarding‑related customer support as required.
- Training Content Development: Assist in improving training videos, documentation, and written resources.
- Webinars and Education Sessions: Deliver scheduled webinars, group training sessions, and Q&A sessions as needed.
- Experience working in the real estate industry (preferred but not essential)
- Experience working within a sales, CRM, onboarding, or customer success environment
- Experience using CRM software, ideally within a real‑estate or SaaS context
- Strong written and verbal communication skills
- Ability to calmly and confidently navigate customer concerns or conflict
- Strong time management and task prioritisation skills
- A collaborative team player who enjoys supporting others
- Strong problem‑solving skills with a customer‑first mindset
- Comfortable working in a fast‑paced, scaling SaaS environment
- Well‑developed customer service skills with a focus on relationship building
- Strong organisational and planning skills
- A curious learner with a genuine interest in continuous improvement and learning new systems
- Extra day off to celebrate your birthday
- Additional holiday leave accrued each year (capped)
- Volunteer leave
- Opportunity to work anywhere in the world for up to 4 weeks
- Health insurance and additional health and wellbeing benefits
Mid‑Senior level
Full‑time
Customer Service and Training
Industries: Software Development
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