Customer Onboarding Specialist

Role Type: Full-time Hybrid (12 days WFH per week)

Level: Mid-level

Salary: NZD $75000 $85000 per annum depending on experience

Reporting to: Customer Success and Operations Manager

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About Rico

Rico is a fast-growing New Zealand startup on a mission to make the resource consent process radically simpler faster and cheaper. We build software that helps planners and councils prepare and process planning applications (resource consents) more efficiently and consistently.

If youve ever built a house developed land or worked in local government youll know how painful this process can be. Billions of dollars of economic activity move through it every year yet it remains slow fragmented and costly. Were fixing that.

Were a small high-ownership team where your work has an immediate and visible impact. No red tape no waiting six months to see results - just great people solving a real problem.

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Tasks

Were growing fast - and our sales pipeline is proving it. Were looking for an Customer Onboarding Specialist to join our small team and work closely with our Customer Success and Operations Manager to make sure every new customer gets an exceptional experience on Ricos platform.

This isnt a role where youll be handed a rigid playbook and told to follow it. Our onboarding process is still being shaped and youll play a real part in that - bringing your own ideas spotting whats working (and what isnt) and helping us build something were proud of as we scale.

Youll be delivering onboarding end-to-end: understanding customers current approach and workflows running training sessions managing customer relationships and keeping things moving across multiple accounts at once. Its a collaborative role - youll work closely with the Customer Success and Operations Manager - but youll also need to be comfortable taking initiative and getting on with things independently.

If youre someone who thrives in a fast-moving environment enjoys working with customers and wants to genuinely contribute to how a company grows - this ones for you.

What Youll Be Doing

• Delivering customer onboardings - managing the end-to-end process of setting up new customers on Rico from initial scoping through to go-live under the guidance of our Customer Success and Operations Manager.
• Configuring the product for customers - no coding needed we have an internal tool where you set up customer workflows report templates and formatting to suit their approach.
• Running training sessions - hosting engaging practical sessions that get users confident and up and running on our product.
• Building customer relationships - developing strong trusted relationships with key stakeholders to drive satisfaction and long-term success.
• Managing multiple onboardings at once - juggling priorities across different customers and timelines without dropping the ball.
• Contributing to process improvements - youll be in the thick of it so your observations matter. We want to hear your ideas on how to make onboarding better faster and more scalable.
• Collaborating closely with the team - working alongside Customer Success and Operations Manager and our product and founding team to relay customer feedback and help shape how we grow.

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Requirements

What were looking for

• 1-3 years in a customer-facing role onboarding customer success implementation or similar.
• Strong project management skills with a track record of hitting deadlines and managing competing priorities.
• Excellent communication and organisational skills youre clear proactive and people enjoy working with you.
• A self-starter mindset at a startup you wont always have a playbook. Youll need to figure things out and back yourself.
• Familiarity with tools like Notion Pipedrive or Google Workspace is a plus.
• Any knowledge of resource management planning or local government is a bonus else we have subject matter experts on hand to teach you everything you need to know.

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Benefits

Why Rico

• Real impact fast - work in a small tight knit team close to the founders and see the results of your work immediately.
• Grow with us - as Rico scales so does this role. Theres genuine career development on offer here.
• Great location - our office is in College Hill right next to Victoria Park Ponsonby and Wynyard Quarter - perfect for walks during breaks.
• Flexible working - hybrid setup with 12 days WFH per week.
• A team that cares - were small but were good at what we do and we look out for each other.

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Sound like you Wed love to hear from you. Send your CV and a short cover letter telling us why this role excites you.

We review applications as they come in so dont wait too long!