Onboarding & Implementation Specialist

Factory is a B2B SaaS platform specifically designed to help SMB manufacturers and fabricators streamline their operations and boost profitabiliy by managing orders, collaboration, job scheduling, and time tracking from a centralised, highly configurable platform.

We make a genuine difference in both their businesses & their lives - helping them scale and transform their operations through smart technology.

We're seeking an experienced Onboarding & Implementation Specialist to drive successful platform adoption and implementation for our SMB manufacturing & fabrication clients. 

This role is crucial in ensuring our customers achieve maximum value from Factory's platform through effective onboarding, technical implementation, and business process optimisation.

Implementation Strategy & Execution

• Design and execute customised implementation plans tailored to each client's specific operations
• Lead technical configuration and setup of the Factory platform, including system integrations and data migration
• Develop and optimise standard implementation methodologies and best practices
• Configure and customise platform features to align with client business processes

Business Process Engineering

• Analyse clients' existing workflows and processes to identify optimisation opportunities
• Provide recommendations for business process improvements leveraging Factory's capabilities
• Work with clients to map their current processes to Factory's platform functionality
• Document and standardise successful implementation patterns for different scenarios

Client Management & Training

• Serve as the technical implementation lead throughout the onboarding journey
• Develop and deliver training programs for client teams
• Create custom documentation and training materials
• Manage implementation timelines and client expectations
• Coordinate with internal teams (Sales, Customer Success, Support) Product, Development, to resolve technical challenges & deliver optimal solutions

Technical Leadership

• Maintain deep product knowledge and technical expertise of Factory's platform
• Identify and document technical requirements for complex implementations
• Provide feedback to Product team on implementation challenges and feature requests
• Develop and maintain implementation tools and templates

Essential Qualities

• 2+ years' experience in SaaS implementation, onboarding, solutions engineering or CS roles
• Strong technical aptitude with ability to understand and configure complex systems
• Excellent project management and organisational abilities
• Outstanding communication skills with ability to explain technical concepts to non-technical users
• Experience working with manufacturing or industrial businesses preferred

Technical & Business Acumen

• Proven track record of successful SaaS implementations, preferably in the SMB space
• Experience with business process analysis and optimisation
• Strong understanding of system integration concepts and data migration principles
• Familiarity with fabrication or job shop operations is a plus
• Experience with job management or accounting systems
  

• Strong problem-solving abilities and analytical thinking
• Ability to thrive in a fast-paced, dynamic environment
• Excellence in managing multiple complex implementations simultaneously
• Passion for helping businesses transform their operations through technology
• Commitment to continuous learning and process improvement
  

• Opportunity to shape the implementation function of a rapidly scaling SaaS business
• Autonomy, support & a fantastic globally distributed team
• Competitive compensation
• Surry Hills head office with great people, facilities & an authentic culture
• Be part of a team that's revolutionising how custom fabricators manage their businesses

This role represents an excellent opportunity for an implementation professional who enjoys making a difference for the clients & having the ability to help build the foundations for a rapidly scaling global company.