Onboarding Specialist

About the role

As Syncaida's Onboarding Specialist, you'll own the client onboarding journey from start to finish across a wide mix of industries, including but not limited to manufacturing, events and professional services. No two clients set up Syncaida the same way, so you'll need to genuinely understand the platform and adapt your approach to each business. Onboarding will take a few different forms depending on the client: weekly one-on-one remote screen sharing sessions, in-person site visits, and group onboarding sessions when a client is bringing multiple staff on board at once. You'll also take ownership of building out our video guide library, creating clear, easy-to-follow videos on how to use different parts of the system for our resource centre, and collating frequently asked questions so clients and our support team always have a go-to place for answers.

Key responsibilities

• Deliver onboarding for new Syncaida clients using our hypercare framework

• Run one-on-one remote screen sharing sessions to walk clients through system setup and training

• Conduct in-person site visits for clients who need on-the-ground support

• Facilitate group onboarding sessions for clients bringing multiple staff onto the platform at once

• Create video guides covering different parts of the system, for upload to our resource centre

• Collate and maintain a library of frequently asked questions for clients and internal teams

• Tailor onboarding plans to each client's industry, workflows and level of technical confidence

• Track onboarding progress and flag clients who may need extra support

• Gather client feedback during onboarding and pass insights back to the product and support teams

• Relay feedback to the wider team of developers and founders

About you

• Confident, personable communicator who can build rapport quickly with clients from different industries and technical backgrounds

• Comfortable presenting and training both one-on-one and to groups, in person and over video call

• Tech-savvy and a fast learner, able to get across new software and explain it simply to others

• Some experience in a similar role such as onboarding, customer success, training, implementation or support is preferred

• Confident creating training or video content, or keen to learn

• Well organised, with the ability to manage multiple clients and onboarding schedules at once

• Willing and able to travel locally for site visits as needed

• A valid driver's licence

About us

Syncaida is an all-in-one operational platform that replaces the tangle of disconnected tools businesses usually run on. CRM, job and machine scheduling, fleet GPS tracking, project management with Xero invoicing, support ticketing and marketing intelligence all live in one system, so an update made in the field is instantly visible across every department. Our clients span manufacturing and fabrication and professional services across New Zealand. As we grow, getting new clients properly set up and confident in the system is critical to our success.