Client Onboarding Specialist

Grow your career with one of Australia's Best Student and Learning Management Systems

• Great career progression in a rapidly expanding company
• Be part of a dynamic and successful team
• Enjoy the convenience of Australian hours – No night shift and no rush hour travel

Company Overview

TRG's software-arm, eSkilled is a rapidly expanding Student and Learning Management "Software as a Service" (SaaS) provider. We set up, host and manage Student and Learning Management platforms for RTO clients all over Australia. We have recently opened up a new role to take our customer experience to the next level, and ensure every customer is well supported in getting the most out of their software.

Role Overview

We are looking for a great communicator with solid experience in Training as well as strong RTO Compliance and Operations knowledge and skills. You will also have sound experience in using a Learning Management and Student Management system. You will support our clients through their onboarding process to ensure success in getting their new systems up and running. You will also work with our support team to transform our customer experience in onboarding, by developing and improving training programs and communications to ensure customer success.

If you want to be part of a dynamic international team and showcase your training skills to support and guide clients to success, we would love to hear from you

You will be supported by our teams to:

• Ensure every new eSkilled customer is onboarded and successful in getting the most out of their software
• Run "How To" training webinars on software features
• Creating "How To" screen capture videos for tutorials
• Work with marketing team with communications on features to be sent regularly to clients
• Assist Marketing Team in promoting new features
• Identify clients struggling who may represent a risk of cancellation and support those clients to succeed in using the platform
• Achieve set KPIs for retention of new clients
• Work with the support team to improve client onboarding tools and tutorials
• Work closely with the Account Manager and Support Team to ensure a smooth transition between new sales and support.
• Promote paid services, such as course build/implementation services to assist clients onboarding faster.
• Assisting the Account Managers with various time specific campaigns.

Essential:

• A minimum of four years experience as a Trainer

• Great people and communication skills

• Excellent listening, coaching & presentation skills

• Strong verbal and written communication skills

• Ability to deliver coaching sessions online via tools such as Zoom and other platforms

• Strong organisational and time management skills.

• Team player, energetic and supportive of others.

An Advantage:

• Trainer experience in an RTO

• Comprehensive experience in RTO policies, procedures, and operations

• A solid understanding of the Australian Vocational Education and Training (VET) sector

• Thorough understanding and experience in AVETMISS

• Experience with state-based reporting for funded contracts

• Experience in operating Student Management Systems

• Experience in administering a Moodle LMS with an depth understanding of the platform

KPI (TENTATIVE)

Productivity:

• Onboarding/Training Sessions – number of onboarding and trainings conducted per month
• 'How To' video creations - number of tutorial videos created per quarter to support clients (e.g., 10 new videos per quarter)

Quality:

• Client Satisfaction – client satisfaction after training or onboarding (CSAT).
• Video Engagement Rate – percentage of clients who engage with instructional videos.
• Retention Rate – percentage of at-risk clients successfully retained.

SLA:

• Response & Resolution – response and resolution time for client inquiries.
• Onboarding Completion – percentage of clients who completed the onboarding within the SLA.
• Retention Follow-up – percentage of at-risk clients who receive follow-up actions within a specified timeframe from identification

What's in it for You?

• Permanent work-from-home
• No weekend work
• Fast career growth & development with our internal promotion
• PHP 100,000 medical coverage for 2 dependents
• Dental and optical benefits
• Company-provided equipment
• Virtual games, events, and lunch outs