Onboarding specialist

Company Description

Are you ready to be a big part of something big?

At carsales, we’re all about making buying and selling a great experience. Since 1997, we’ve been evolving with the new economy to help people choose how they move - today and tomorrow.

When it comes to your career, we want to offer meaningful opportunities that empower you to make a lasting impact. But for that to happen, we strive to feel small - small enough to stay agile, learn across teams, and connect authentically with each other.

With a vision to be the global leader in online vehicle marketplaces, we’re transforming how people buy and sell across the world. We discover new ideas and bring them to life. We continue to grow, and we continue to evolve and we’re not afraid to take bold steps to get there.

We embrace hybrid working combining the flexibility of remote work with the energy and connection of in-person collaboration. We champion flexibility and offer a range of policies and leave options to support your wellbeing.

What’s on offer

• Recognition as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace, a WORK180 endorsed employer.
• A highly engaged, collaborative team where you’ll learn from exceptional talent.
• 24 weeks paid parental leave for primary caregivers, four weeks for secondary caregivers, and six weeks paid gender-affirming care leave.
• Regular hackathons, continuous learning opportunities, and wellbeing initiatives that support your mental, emotional, and physical health.

Job Description

What you’ll be doing

The Onboarding Specialist is responsible for delivering a seamless onboarding experience for new clients, guiding them from contract signing through to successful adoption of the SaaS platform. Acting as the primary point of contact during onboarding, they provide product training, coordinate onboarding activities, facilitate integrations, and ensure clients are confident and active users before transitioning to Customer Success.

The role also supports existing customers by onboarding users to newly purchased products and delivering targeted training and re-engagement programs that drive product adoption and maximise customer value.

You'll

• Manage the end-to-end onboarding process for new clients, ensuring a smooth and efficient transition from contract signing to go-live.
• Deliver engaging product training tailored to client needs, subscription packages, product suites and experience levels.
• Support customers adopting newly purchased products and features, enabling rapid value realisation.
• Act as the primary point of contact throughout onboarding, managing expectations, answering enquiries and providing ongoing guidance.
• Coordinate onboarding activities, maintaining accurate records, tracking milestones and ensuring consistent delivery standards.
• Partner with the Integrations team to facilitate system connectivity, communicate progress and manage integration requirements.
• Maintain onboarding documentation, CRM records and client communications to ensure accuracy and visibility.
• Identify opportunities to improve onboarding processes, reduce time-to-value and enhance the customer experience.
• Support Customer Success teams with re-engagement initiatives, delivering training and product re-introduction sessions to improve product adoption and utilisation.
• Facilitate smooth handovers to Customer Success and Enterprise Customer Success teams, providing clear visibility of onboarding progress and outstanding actions.
• Collaborate cross-functionally with Sales, Customer Success and Integrations teams to deliver a consistent customer journey.

Qualifications

What we’re looking for

• Proven experience in onboarding, implementation, training, customer success, account management or client services roles within a SaaS, technology or subscription-based environment.
• Demonstrated ability to manage multiple client onboarding projects simultaneously, prioritising effectively and delivering within agreed timeframes.
• Strong communication, facilitation and presentation skills, with the ability to deliver engaging training and support to users with varying levels of technical capability.
• Experience delivering training both virtually and in person, including developing or maintaining supporting training materials and resources.
• Strong project coordination and administrative skills, with a focus on process accuracy, organisation and continuous improvement.
• Experience maintaining accurate CRM records, tracking client activity, onboarding milestones and follow-up actions.
• Ability to work cross-functionally and build effective relationships across Sales, Customer Success, Enterprise Customer Success, Product and Technical teams.
• Highly organised with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Experience supporting software implementations, platform configuration, product adoption or customer enablement activities.
• Experience working with integrations, system connectivity or coordinating technical requirements in a client-facing environment.
• Strong problem-solving skills with the ability to identify client challenges, provide practical solutions and escalate issues where required.
• Understanding of SaaS subscription models, customer onboarding best practices and the drivers of product adoption and customer engagement.
• Tertiary qualification in Business, Commerce, Marketing, Education or a related discipline, or equivalent practical experience.
• Exposure to automotive, industrial, equipment, leisure or similar sectors is advantageous.

We know not everyone will meet every requirement, and that’s okay. If you’re excited about the role and believe you can make a difference, we’d love to hear from you.

Additional Information

A few other things we want you to know...

• As an equal opportunity employer, carsales welcomes applications from individuals of all backgrounds, identities, abilities, and life experiences. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and supported.
• If you have a disability or require adjustments to participate fully in the recruitment process, please let us know - we’re here to support you.
• We understand the importance of work-life balance and offer flexible working arrangements, including part-time options. If you’d like to explore this, just ask during the process.
• We’re also a proud Circle Back Initiative employer, which means we commit to responding to every applicant.
• Successful candidates joining the carsales team will need to complete a National Police Record check and must have full-time Australian working rights.

So come and join our team - because every role is a big role in our plans to go big.