Experience in the residential construction industry is required.
Adelaide-based candidates preferred (in person), however applicants with excellent relevant experience will be considered for remote positions.
About the Role
As an Implementation Specialist, you own the onboarding journey for new JACK App subscribers, taking each customer from the point of sale through to confident, active use of the platform. You will conduct a live discovery call, prepare and migrate their data, configure JACK App to match how their business runs, and deliver live, hands-on onboarding so customers reach value quickly and stay.
Your goal is to reduce time to value for new accounts, and in doing so, reduce churned accounts.
Working alongside Account Managers, Training coordinators, and our Offshore data formatting team, you are the person accountable for an onboarding that is smooth, accurate, and timely. This role suits a detail-oriented, customer-focused individual who has worked in a residential building company and enjoys technology-driven problem-solving. You must also thrive in a fast-paced, scaling startup environment.
Key Responsibilities
Data Preparation & Migration
Work closely with the data formatting team to prepare, clean, reformat, and upload customer datasets into new JACK App accounts accurately and on time
Use AI-powered tools and standardised workflows to improve the speed, accuracy, and consistency of data formatting
Validate data quality before go-live so every client account is set up error-free
Identify and resolve data issues early, escalating to the technical team where needed
Onboarding & Implementation
Own the end-to-end onboarding process for new subscribers once they are handed over from sales, ensuring a seamless transition onto the platform
Configure JACK App to match each client's workflows and business requirements, whilst advising on JACK App best practises
Guide clients through internal rollout and change management to drive early adoption
Track each implementation against clear activation milestones and time-to-value targets
Client Success & Handover
Bring each customer to an agreed activated state, then hand the relationship back to the Account Manager with a clear summary
Partner with the Training & Education team after implementation to keep clients supported and reduce early churn
Capture the reason whenever an onboarding stalls or an account cancels, so the business can act on it
Conduct periodic reviews to confirm data accuracy and platform usage
Collaboration & Continuous Improvement
Share client feedback and onboarding insights with the Product team to improve the platform and the onboarding experience
Help refine and document standardised onboarding and data-handling processes
Record all implementation activity and customer interactions accurately in CRM
Key Requirements
Essential
Experience in or strong knowledge of the residential building or construction industry
Experience in SaaS onboarding, implementation, or customer success, ideally including data migration or formatting
Strong attention to detail and accuracy when handling and transforming customer data
Confident delivering live onboarding sessions to non-technical users
Comfortable with CRM software and a data-driven approach to your work
Excellent communication, coordination, and problem-solving skills
Ability to work independently while collaborating closely with Account Managers and the technical team
Willingness to travel interstate and regionally for client onboarding sessions
Desirable
Familiarity with AI-powered data tools and enthusiasm for adopting automation
Familiarity with SaaS subscription models and customer lifecycle management
What We Offer
Competitive salary
Phone and travel allowance
Supportive, ambitious team culture where your contributions are recognised
A dynamic and collaborative team within a fast-growing startup
Access to cutting-edge tools and technology to support your success