Customer Training & Onboarding Specialist

About us

aXcelerate is a leading SaaS provider with our Student and Learning Management System powering millions of learners course and competency records nationwide. As an industry leader were on an exciting growth journey transforming the way training providers and employers manage and support their learners.

Recognised as a Great Place to Work for two years running we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career theres never been a better time to join our team and help us shape the future of education technology.

The opportunity

Join our Professional Services team as a Customer Training & Onboarding Specialist and make a real impact. In this role youll deliver engaging hands-on training that equips customers with the skills and confidence to succeed with our software. Your expertise will empower users to navigate and maximise our solutions driving their success.

Whether youre Brisbane-based and prefer hybrid work or located elsewhere in Australia and looking for a remote opportunity wed love to hear from you.

Responsibilities

As a Customer Training & Onboarding Specialist youll be instrumental in ensuring our customers achieve rapid success with our product. Your primary responsibilities will include:

• Own the End-to-End Onboarding Journey: Youll guide customers from initial sale through to successful implementation and Go-Live. This involves managing the entire project setting clear expectations co-ordinating deliverables and ensuring a smooth positive experience that sets them up for long-term success.

• Deliver Impactful Product Training & Self-Service Enablement: Beyond just showing youll empower customers to confidently configure and utilise the platform themselves through comprehensive and engaging training sessions and webinars. Your goal is to build their internal capability ensuring they are fully supported and capable of using our solution to achieve their business goals.

• Drive Cross-Functional Collaboration: Youll serve as the central point of contact for customer onboarding collaborating seamlessly with Sales for initial handovers Support and Product for technical issues and Customer Success and Support for smooth post-onboarding transitions.

• Cultivate Product & Onboarding Expertise: Youll continuously develop and maintain deep product knowledge proactively adapting to new features and updates. Youll also stay abreast of industry best practices in customer onboarding to consistently provide the most informed guidance.

What a day in an Onboarding Specialists life would look like at aXcelerate

As a Customer Training & Onboarding Specialist your day is highly dynamic and customer-focused. Youll primarily be:

• Leading customer kick-off and training calls empowering our customers to confidently configure and use our platform independently.
• Crafting clear communications and configuration guides to support our customers learning and keep them on track.
• Managing customer onboarding projects in ClickUp tracking progress and ensuring smooth journeys to Go-Live.
• Collaborating with internal teams like Sales Support and Product to solve issues and ensure seamless transitions through customer lifecycle phases.
• Continuously upskilling on product knowledge and onboarding best practices to consistently deliver accurate expert guidance.

About You

Were looking for a motivated and customer-focussed professional with a passion for helping others succeed. You might currently be working as a Customer Onboarding Specialist Implementation Consultant Software Trainer Customer Success Manager or a Senior Support Agent with a strong onboarding focus.

You would be a strong candidate for the role if you have:

• Experience in software training for end users (2-3 years minimum).
• Ability to deliver engaging dynamic presentations to diverse audiences.
• Previous SaaS experience is highly desirable.
• RTO/VET industry knowledge is looked upon favourably.
• Strong communication and client service skills.
• Ability to work independently and in a team-oriented environment.
• Excellent problem-solving and prioritisation abilities in high-pressure situations.
• Customer-focused mindset and dedication to delivering exceptional service.

What we offer

• A central location close to public transport cafes and shops with free on-site parking available.
• A vibrant supportive and team-oriented culture with regular team activities and social events.
• Opportunities for flexible and hybrid working up to 3 days working from home.
• A focus on professional development and learning with access to our LMS external and internal training opportunities and your own personal annual PD budget
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our Employment Hero app.
• Opportunities for career development with well-defined career pathways across the business.
• Proud members of Women in Technology with access to networking events professional development opportunities and resources.

How to apply

Please submit an up-to-date resume (PDF version preferred) that outlines your suitability for the role.

Were looking for individuals who resonate with our values H.E.A.R.T.: Honesty Empathy Acceptance Respect and Trust whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process please let us know by emailing