At a Glance
- Tasks: Guide new customers through onboarding, ensuring they get the most from our platform.
- Company: Join a dynamic SaaS startup transforming workforce health records.
- Benefits: Flexible work environment, dog-friendly office, and opportunities for growth.
- Other info: Fast-paced, collaborative culture with a focus on innovation and improvement.
- Why this job: Make a real impact by helping organisations improve employee health management.
- Qualifications: 2+ years in customer onboarding or similar roles, strong communication skills.
The predicted salary is between 102326 - 125065 $ per year.
My Occ Health Record uses technology to turn fragmented workforce health records into connected intelligence. Our SaaS platform connects employers, employees and providers to create a central source of truth for employee health data. By capturing and connecting all health data across the employee lifecycle, our platform builds a complete picture of health at the individual and company level, empowering organisations to reduce risk and make smarter decisions to protect their people.
About the role
The Onboarding Specialist gets new MOHR customers live, confident and getting value from the platform as quickly as possible. You own each new customer's journey from signed contract to steady state: scoping their requirements, configuring and testing the platform, training their users, and supporting them through hypercare before handing over to business-as-usual Customer Success. Beyond individual customers, you make onboarding better for everyone who comes next. You spot friction, automate repeatable steps, and feed practical ideas to the Product team. You also share the load on customer support through HubSpot, so the Customer Success team stays responsive and customers feel heard.
Key responsibilities
- Run kick-off sessions with customer stakeholders to capture workforce structure, sites, health assessment requirements, integrations and data migration needs, and agree an onboarding plan, timeline and success criteria.
- Set up the MOHR platform to match agreed scope: organisation structure, users and permissions, workflows, forms, notifications and reporting.
- Plan and run testing with customers, including user acceptance testing (UAT), and track and resolve issues.
- Deliver tailored online training to administrators and end users, and build and maintain training materials, quick-reference guides and help content.
- Provide close support in the weeks after go-live, monitor adoption and early issues, run check-ins, and complete structured handover to the Customer Success Specialist.
- Manage several onboardings at once, keeping timelines, risks and actions visible in HubSpot and Slack.
- Set clear expectations with customers and flag scope changes, delays or risks early.
- Identify manual, repetitive steps and automate them using HubSpot workflows, platform tools and AI.
- Respond to and resolve customer support tickets in HubSpot within agreed service levels.
- Triage and elevate technical issues to the Technical Support Lead or Engineering Team.
About you
- 2+ years in SaaS customer onboarding, implementation, customer success or a similar customer-facing technical role.
- Confident configuring software platforms and learning new systems quickly.
- Strong at running workshops and training sessions with a mix of technical and non-technical audiences.
- Clear, professional written and verbal communication, including documenting requirements and decisions.
- Hands-on experience with a CRM or ticketing tool (HubSpot preferred).
- Customer-first: calm, organised and reliable under pressure.
- Curious and improvement-minded: you notice friction and want to fix it.
- Proactive: takes ownership and follows through.
- Works well across teams and is comfortable raising risks early.
Dog friendly, open plan office with a modern funky feel. Opportunity to be a part of a fast-paced start up environment.
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Onboarding Specialist in Melbourne employer: My Occ Health Record Pty
At My Occ Health Record, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As an Onboarding Specialist, you'll thrive in our dog-friendly, open-plan office, where your contributions directly impact customer success and the overall efficiency of our SaaS platform. We offer ample opportunities for professional growth in a fast-paced startup environment, ensuring you feel valued and empowered to make meaningful changes that enhance the onboarding experience for our clients.
