Onboarding Specialist

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Group Chief People Officer | Rex Software / Cirrus 8 / Real Trust

Company Overview

Rex Software is an 80-person digital product and service company based in Brisbane, Australia, and London, UK. Rex Software develops products for the property industry in both regions, with thousands of customers using our CRM, PM, digital advertising suite, and site builder every day!

Role Overview

At Rex Software, Rex PM onboarding specialists play a vital role as the key account owners for all newly onboarding Rex PM clients. They are primarily responsible for ensuring that new property management accounts are set up for success, transitioning smoothly onto the Rex PM product, and actively engaging with its core features.

Much like teachers guiding students, they provide clear, structured support and training to clients throughout the onboarding process—ensuring each team member feels confident and capable using the system. They are proactive advocates for the Rex PM platform, both internally and externally, always striving to deliver exceptional service during onboarding and in follow-up interactions.

In addition to managing onboarding timelines and client relationships, a PM onboarding specialist is responsible for delivering tailored training sessions across various levels of user experience, helping teams embed Rex PM into their workflows and adapt processes as needed.

An ideal PM onboarding specialist thrives on improving onboarding practices, contributes ideas to evolve internal processes, and raises the bar for customer experience. They are deeply invested in driving client success, increasing product adoption, and creating a strong foundation for long-term satisfaction with Rex PM.

Responsibilities

As an onboarding specialist at Rex Software, you will be the key account owner for newly onboarding clients, focusing on ensuring a smooth transition and driving product engagement.

Core Responsibilities:

• Onboarding: Oversee the onboarding of new accounts over a 4-12 week period, including specific training and Q&A sessions.
• Health Checks: Conduct health checks at specified stages for all onboarded clients.
• Training Sessions: Facilitate best-in-class training sessions to support the onboarding process.
• Product Engagement: Drive product adoption and engagement with onboarded clients.
• Reporting: Provide monthly reports on onboarding progress, health checks, account churns/issues, and project work.

Secondary Responsibilities:

• Client Engagement Projects: Participate in client adoption and engagement projects.
• Ongoing Customer Service: Provide continuous education and support.
• Training Material Development: Improve training videos and written content.
• Webinars and Training: Conduct scheduled webinars and Q&A sessions as needed.

Success Factors

The following skills, experience, and attributes are desirable for the Onboard Specialist role:

• Experience in real estate agency or property management (preferred but not essential)
• Experience using property management software like Rex PM or similar platforms
• Strong communication skills, both written and verbal
• Ability to navigate conflict calmly
• Excellent time management and organization skills
• Team-oriented mindset and customer service focus
• Problem-solving ability
• Comfort in a fast-paced, scaling startup environment
• Curious learner willing to acquire new skills

Benefits and Perks

• Additional day off on your birthday
• Accrued holiday leave
• Volunteer leave
• Opportunity to work remotely anywhere in the world for 4 weeks
• Health insurance and wellness benefits

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Software Development

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