Onboarding Associate Full Time

Position: Onboarding Associate

Position Type: Full-Time

Salary: $76,515 plus superannuation per annum

Location: South Melbourne VIC 3205 / Hybrid

Our client is seeking an Onboarding Associate to join their team located South Melbourne, Victoria.

As an Onboarding Associate you will be responsible for managing the end-to-end implementation of the SaaS platform for new suppliers across Australia and New Zealand. The role ensures seamless system setup, configuration, training, and adoption of the company’s digital ordering platform by suppliers, enabling operational efficiencies and enhanced customer satisfaction.

This position requires a detail-oriented, technically capable professional with strong project coordination and client-facing skills. The role is best suited to an individual experienced in software implementation and familiar with the operational needs of hospitality, food service, or wholesale distribution businesses.

Main Duties and Responsibilities:

• Manage end-to-end implementation projects for new SaaS clients, ensuring timely and accurate system setup, configuration, and onboarding.
• Conduct requirement-gathering sessions, document business workflows, and map integrations between the company and client accounting or operational systems.
• Deliver both remote and onsite training to supplier teams, ensuring successful user adoption and confidence using the company platform.
• Provide ongoing support during the implementation period, troubleshooting and resolving technical or configuration issues promptly.
• Collaborate with internal Sales, Product, and Support teams to maintain alignment on customer requirements and implementation progress.
• Develop and maintain implementation documentation, including project plans, issue logs, and progress reports.
• Collect and communicate customer feedback to Product and Engineering teams to inform platform enhancements.
• Contribute to the development and continuous improvement of onboarding processes and best-practice documentation.
• Represent the company professionally during client interactions, demonstrating product knowledge, strong communication, and problem-solving capability.
• Travel domestically and occasionally internationally (e.g., New Zealand) to deliver onsite onboarding and implementation activities as required.

Requirements:

• Bachelor’s degree or higher in Business, Commerce, Information Systems, or a related field
• Minimum of two (2) years’ experience in a client-facing software implementation, onboarding, or project coordination role within a technology or SaaS organisation.
• Proven experience managing multiple concurrent projects or client implementations.
• Demonstrated success in training end users and supporting change management during technology adoption.
• Experience working in or supporting the hospitality, logistics, supply-chain, or food-service industries is advantageous.
• Experience integrating accounting or operations software (e.g., Xero, MYOB, or ERP systems) is desirable.
• Strong understanding of SaaS implementation methodologies and customer lifecycle management.
• Advanced written and verbal communication skills and ability to engage effectively with diverse stakeholders.
• Strong project management and organisational skills, with attention to detail and ability to prioritise under pressure.
• High level of technical literacy and ability to learn new systems quickly; proficient with tools such as Google Workspace, Trello, Slack, and CRM/project-management systems.
• Demonstrated problem-solving and analytical skills.
• Knowledge of supplier operations within hospitality, food-service, or wholesale distribution sectors.
• Familiarity with proprietary platform and supplier workflows (or ability to acquire this knowledge rapidly).
• Flexibility to work outside standard business hours to support international teams or supplier schedules when required.
• Willingness to travel domestically and internationally as necessary to fulfil onboarding commitments.

Working Conditions:

• Hybrid role based in South Melbourne headquarters, with flexibility to work from home up to two days per week once onboarding is complete.
• Periodic travel required within Australia and New Zealand for onsite onboarding projects.
• Flexibility required to accommodate early mornings, late evenings, or occasional weekend work aligned with supplier operations.