Onboarding Consultant
Come shape the future of education with us.
We are Compass - smart school management in one connected platform. We believe that time spent in the classroom should be for learning and teaching.
Our two co-founders John and Lucas met over a team lunch and while chowing down on their cafeteria sandwiches they bonded over their unapologetically nerdy love for education technology. After months of white-boarding and long days spent writing thousands of lines of code, Compass 1.0 came to life in 2009 in Lucas’ parents' garage.
Fast forward a decade - it’s no longer just John and Lucas eating sandwiches at the lunch table. Our school management ecosystem is now used in more than 3,000 schools across Australia and beyond. We’re joined by over 250 members of the Compass team, delivering smart school management solutions around the world.
Here’s why we need you…
As a Client Onboarding Consultant, you will guide new clients through a seamless setup and implementation process, ensuring their successful adoption of Compass. By combining technical expertise, project management, and personalised client support, you will deliver a positive onboarding experience that aligns with client needs, while contributing to a collaborative, high-quality team environment in a dynamic and fast-paced company.
Responsibilities & Duties- Attend customer kick-off meetings to discuss and understand onboarding requirements, address Compass platform queries, and set project goals, timelines, and expectations to ensure a smooth onboarding experience for our schools.
- Use Monday.com to track all customer onboarding stages including updating the Customer Success team on ‘ready-to-train’ status and documenting customer needs and requests to keep stakeholders informed and aligned.
- Configure customer accounts, customise settings, and manage data migration with Clustdoc and ZohoDesk to align with each school’s requirements.
- Build strong relationships with new customers, developing a deep understanding of their needs, and maintaining open communication throughout the onboarding process to proactively manage expectations and address any concerns.
- Identify, escalate, and coordinate the resolution of technical issues with internal teams, ensuring timely and efficient solutions, keeping customers informed of interim solutions where needed.
- Prepare clients for go-live by finalising system configurations and ensuring readiness, facilitating a smooth transition to the Support and Customer Success teams.
- Develop and improve onboarding documentation and processes to boost efficiency and ensure clear communication for all internal and external stakeholders.
- Assist with additional tasks as directed by the manager to support the onboarding team’s success and adaptability.
Requirements
About You
This role is perfect for a detail-oriented, adaptable professional with a proactive approach to problem-solving. You’ll thrive in a collaborative environment, with a focus on client needs, while bringing a positive attitude and eagerness to learn.
What you'll bring:
- Previous experience in client onboarding or customer success, preferably in SaaS or tech, with the ability to manage project timelines and meet key milestones.
- Knowledge and understanding of software configuration, data migration, and troubleshooting, with proficiency in tools like Monday.com, Clustdoc, and/or ZohoDesk for client tracking and management.
- Strong relationship-building skills focused on understanding client needs and delivering consistent communication across virtual meetings, phone, and email.
- Experience in process improvement and enhancing onboarding documentation.
- Excellent organisational skills for handling multiple projects in a fast-paced environment.
You will also have:
- A keen eye for detail, ensuring accuracy and thoroughness in every aspect of work, aligning with the team's quality of service.
- Thrive in a close-knit, supportive team environment and are willing to contribute ideas, assist others, and seek input to achieve shared goals.
- The ability to be adaptable and resilient, showing flexibility and resourcefulness in managing multiple tasks.
- A proactive approach to problem solving, approaching challenges with creativity and determination, finding solutions independently while knowing when to seek team support.
- A client first mindset, ensuring a positive onboarding experience through attentive and personalised support.
- An eagerness to learn and improve - being open to feedback and committed to personal and professional growth, actively seeking opportunities to refine skills and enhance your processes.
Benefits
What’s in it for you?
We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
- A hybrid working environment
- Learning & Development Policy and Budget - we want you to grow and get the most out of your role!
- Parental Leave Program for both primary and secondary carers.
- 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.
It is a really exciting time to join Compass. We are growing and need people who want to grow with us.
We value individuals who are self-motivated, adaptable, and eager to contribute to the success of our company. Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.
Prior To Commencing Employment, You Require:
- a valid Employee Working With Children Check
- a satisfactory National Police Check
- verification of unrestricted work rights in Australia, eg citizenship, passport, or birth certificate