Onboarding Manager

Job description

Permanent Role Hybrid Ways of Working Open to Melbourne or Brisbane We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women. Where the team fits in Realtair is REA Group’s end-to-end workflow platform for real estate agencies, helping agents move seamlessly from first vendor conversation to final settlement. Combining proposals, digital signing, offer and auction management, deposits and post-sale workflows, Realtair makes complex property transactions simpler, smarter and more connected. What the role is all about As Onboarding Manager, you’ll lead the implementation of the Realtair platform for new customers, helping them realise value quickly, adopt new ways of working and achieve meaningful business outcomes. You’ll guide customers through onboarding, enablement and change management, delivering a smooth transition from Sales to Customer Success. Supporting customers across all segments, you’ll provide high-touch onboarding for strategic customers and scalable experiences for broader cohorts. Working closely with Sales, Customer Success, Product and Support, you’ll remove barriers to adoption and build the foundations for long-term success. While no two days are ever the same, you’ll be responsible for: Delivering Realtair's onboarding strategy to accelerate customer time-to-value and establish the foundation for long-term customer success. Partnering with customers to define success measures, implementation milestones, and desired business outcomes. Leading customer implementations from handover through to successful onboarding and transition to Customer Success. Conducting discovery and kick-off sessions to understand customer goals, workflows, and implementation requirements. Developing and managing implementation plans that align onboarding activities with measurable customer outcomes. Guiding customers through platform configuration, workflow design, and best practice adoption to support their business objectives. Delivering engaging onboarding and enablement sessions, both virtually and in person, that build customer confidence, accelerate adoption, and embed new ways of working. Monitoring customer progress against implementation milestones and success outcomes, proactively identifying risks, removing blockers, and partnering with Customer Success to ensure a successful transition. Building trusted relationships with key customer stakeholders throughout the onboarding journey. Collaborating with Sales, Customer Success, Product, and Support to continuously improve onboarding programs, customer outcomes, and implementation best practice. Achieving onboarding KPIs while maintaining accurate customer records and implementation documentation. Who we’re looking for 3+ years' experience in Onboarding, Implementation, Customer Success, Project Management, or a similar customer-facing SaaS role. Demonstrated experience leading customer implementations and delivering successful onboarding outcomes. Strong change management skills with the ability to drive customer adoption, influence behaviour, and embed new ways of working. Excellent project management and organisational skills, with the ability to manage multiple customer implementations simultaneously. Exceptional communication, facilitation, and presentation skills, with confidence delivering onboarding workshops and enablement sessions both virtually and in person. Proven ability to build trusted relationships with customers and collaborate effectively across cross-functional teams. Comfortable using customer insights and data to identify risks, remove blockers, and improve implementation outcomes. Highly organised, self-motivated, and comfortable working autonomously in a fast-paced environment. Experience in SaaS, PropTech, Technology, or the Real Estate industry is highly regarded. Willingness to travel for customer implementations, workshops, and onsite customer engagements where required. The REA experience The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. Some of our Perks & Benefits include: A hybrid and flexible approach to working Flexible leave options including, birthday leave and purchase additional leave Flexible parental leave offering for primary and secondary carers Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity Hackdays so you can bring your big ideas to life Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! #LI-HYBRID