Customer Onboarding & Training Specialist

Sensationally located in the heart of Richmond, Machship is a cloud-based Freight Management Platform designed for business enterprise. More specifically, it provides consolidation and simplicity to the many facets that make up the task of managing, shipping, tracking and reporting on the enormous volumes and varying profiles of freight movements experienced by Enterprise Businesses. Machship uses advanced algorithms for vehicle and service selection as well as advanced shipment tracking and reporting technology. We directly link into a large network of Australian based transport providers, many of whom you may be familiar with (Australia Post, TNT, StarTrack etc.).  

Machship is quickly gaining a reputation as the simplest, yet complete Freight Management System in the marketplace and are experiencing a phase of rapid growth and scale. This is all a result of a highly successful product which is used by thousands of Australian businesses, many of whom are household names.

An exciting opportunity exists for a Customer Onboarding & Training Specialist to join our fun and dynamic team. The Customer Onboarding & Training Specialist is a customer facing role that ensures every MachShip customer is successfully configured and trained during onboarding. Following a well-developed process, you will own and project manage client onboarding and client expectations, to ensure a smooth transition from sale through to a delighted and trading customer.

As a MachShip Product Expert you will develop strong, trusted relationships with our customers, both new and old, supporting them to be self-sufficient users of the platform. You will provide clear and concise advice and training, continuously working towards a model that allows our new customers to become proficient and comfortable in the use of the product, in the shortest possible time and with a view towards minimising touchpoints. In our fast-paced environment, your ability to prioritise and troubleshoot multiple issues, as well as adapt to new challenges and technology quickly will be both valued and utilised. 

As a Customer Onboarding & Training Specialist you are a proactive, dedicated and analytically minded individual. Your core mission is to create and maintain happy, high NPS customers who understand and utilise MachShip to increase their ROI. This opportunity will suit someone who is willing to learn and can be proactive in finding ways to add value to our customers.

Reporting to the Customer Onboarding Manager you will: 

• Provide Customer Onboarding Support in line with the defined process 
• Gain a deep understanding of the Customer’s operations to understand their pain points and challenges in terms of onboarding and on-going system use 
• Project manage the onboarding of new customers, minimising time-to-value 
• Deliver training plans in accordance with the developed model and provide recommendations for optimised platform usage 
• Facilitate systems training sessions for external stakeholders 
• Evaluate and help to improved documentation, tutorials, and other communications infrastructure. 
• Create new documentation and other customer training resources that are scalable and easily digestible by all customer segments 
• Be a functional expert and efficiently respond to and resolve support requests via our dedicated Help Desk 
• Quickly identify when support issues are more complex and gather appropriate information for escalation 
• Drive the post-sale journey of our accounts from initial onboarding to product adoption, expansion, advocacy, and reference ability 
• Provide feedback to customers on usage and best practice, escalate any issues in a clear and timely manner.  
• Ensure that MachShip customers are highly satisfied with the support they receive regarding our software 
• Reduce churn and drive new business growth through greater advocacy and reference ability.

• A keen eye for process control and operational efficiency with a good level of analytical and reporting capability 
• Excellent communication skills (verbal and written) 
• Strong problem solving & troubleshooting skills with the ability to ask critical, insightful questions and probe for information to facilitate problem solving 
• The ability to convey technical aspects and assist non-technical people with troubleshooting 
• Excellent interpersonal skills and the ability to effectively communicate within a team environment 
• A strong level of emotional intelligence and a pragmatic approach to solving complex operational issues and the ability to maintain composure and control under pressure    
• Critical thinking and problem-solving skills as well as an exceptional attention to detail is vital 
• Ability to create deep relationships with customers who trust you 
• A positive, can-do attitude and the desire to contribute towards a quality business culture  
• Intermediate computer skills across MS Office, Teams, ZoHo Desk (or similar helpdesk), ZenHub (or similar Kanban board) 
• A positive, can-do attitude and the desire to contribute towards a quality business culture

You will be highly regarded if you also have: 

• Customer support experience and a proven track record of onboarding customers preferably with a SaaS product
• Excellent project management and stakeholder management skills
• Experience in either Transport / Freight & Shipping / Logistics, with a good aptitude for understanding technology 
• Strong understanding of common IT infrastructure and onboarding systems and the design and delivery of various methods of systems integration
• Experience in Software as a Service (SaaS) Customer Onboarding
• Experience running training sessions

• Fantastic Richmond location, with the best coffee and food on our doorstep 
• Competitive remuneration package 
• Full time opportunity with long term scope to progression 
• Comprehensive training which will enable you to excel in this role and make it your own
• Flexible work arrangements

If this sounds like you please forward your resume including a cover letter.