Job Description

About UsCanibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!We are an ultra-fast growing SaaS start-up, backed by the largest hedge fund in Australia, with a rapidly growing subscriber user base from around the world including Australia, NZ, Canada, and the United States.Job Summary:We are seeking a dynamic Implementation and Onboarding Coordinator to oversee the onboarding and implementation of new and existing customer accounts. This role is pivotal in ensuring a smooth and efficient setup process, serving as the primary point of contact for customers during the onboarding phase. The specialist will collaborate closely with both the Implementation team and customers to ensure successful account setup, while promoting customer self-service through online training and support resources. The goal is to reduce the time to value for customers, ensuring they quickly benefit from our products and services.Key Responsibilities:Onboarding Coordination:

• Conduct kick-off meetings with customers to outline the onboarding process and set clear expectations.
• Serve as the main point of contact for customers during the onboarding phase, addressing questions and concerns promptly.
• Collect and follow up on required documents and information necessary for account setup.
• Ensure clear and consistent communication between all parties involved in the onboarding process.
• Promote customer self-service by guiding customers to utilize online training and support resources effectively.
• Focus on reducing the time to value for customers, ensuring they can start benefiting from our products/services as quickly as possible.
• Continuously seek ways to improve the onboarding process and enhance the customer experience.

• Manage the end-to-end implementation process for new and existing customers, ensuring timely completion of all tasks and activities.
• Oversee the setup and configuration of client accounts for our SaaS products.
• Collaborate with clients and internal teams to understand their needs and ensure deliverables meet expectations.
• Proactively gather and manage information from various sources to ensure timely implementation and setup.
• Manage and train external contractors, ensuring deadlines and service level agreements (SLAs) are met.
• Troubleshoot and resolve any issues that arise during the implementation process.
• Identify and escalate any issues impacting the implementation process or customer satisfaction.
• Maintain and update the company\'s implementation database and resources.
• Prepare reports on implementation tasks, including success rates, timelines, deadlines, and costs.

• Bachelor\'s degree.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients, and team members as well as independently.
• Strong problem-solving skills and ability to troubleshoot issues.
• Ability to work with external stakeholders to get the job done with efficiency.
• Ability to work in a fast-paced, deadline-driven environment
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Experience working with JIRA and HubSpot or other similar software.
• Previous experience in B2B customer success/support is preferable.
• Construction/Architecture experience is a bonus but not a requirement.
• Comfortable working in Split Shift & US Shift, Monday to Friday.

• Competitive salary package
• Full-time remote work
• Opportunities for career growth
• A dynamic work environment
• Employee Centric

Canibuild