ABOUT THE COMPANY

Sensationally located in the heart of Richmond, Machship is a cloud-based Freight Management Platform designed for business enterprises. 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, FedEx, StarTrack, etc.).

Machship is quickly gaining a reputation as the simplest, yet complete SaaS Freight Management System in the marketplace and is 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.

ABOUT THE ROLE

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. This opportunity will suit someone willing to learn and can be proactive in finding ways to add value to our customers.

DUTIES

Reporting to the Customer Onboarding Manager, you will:

Deliver training plans following the developed model and provide recommendations for optimised platform usage

Facilitate systems training sessions for external stakeholders

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 ongoing system use

Project manage the onboarding of new customers, minimising time-to-value

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 practices, and escalate any issues clearly and timely.

Ensure that MachShip customers are highly satisfied with the support they receive regarding our software

SKILLS AND EXPERIENCE

Excellent communication skills (verbal and written)

Strong problem-solving & troubleshooting skills with the ability to ask critical, insightful questions

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, 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

You will be highly regarded if you also have:

Customer support experience or a proven track record of training customers

Project management and stakeholder management skills

Experience in the Software or Logistics Industry

Experience running training sessions

BENEFITS

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

How to Apply

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