Onboarding Team Lead- ANZ at Fresho

Implementation, Full-time employment, Melbourne melbourne full-time
Posted 20 days ago


Fresho is a fast growing tech start-up on a mission to transform the food industry for the benefit of people and the planet. 

Our ordering and order management software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable.

Fresho has raised over $30m to date and processes approximately $7m a day through the platform. The business is headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

An Employee Share Option Plan so our team can share in Fresho's success, procaffeinating Wednesdays where the coffee is on us, peer to peer learning sessions, a mentoring programme, lunch and learns, team cooking competitions, and Fresho book club are just some of the things that we do at Fresho to make it a great place to work. 

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

About the Role:

As the Onboarding Team Lead (ANZ) you’ll lead the transfer of Fresho’s customer base from a signed contract to value, by onboarding their business on to Fresho. You’ll lead the Australian & New Zealand Onboarding team members to roll out Fresho software, and to train and engage customers to fully understand the value Fresho offers through its features and capabilities. 

You’ll be a team builder, who can attract, retain and grow talent and enjoys working with customers to create value in their businesses and solving their business problems. Analytically minded, you’ll enjoy building and implementing new processes, carrying out data analysis and working with new technologies. Sounds interesting? If so, here’s what you’ll do in this role:

Lead the Australian & New Zealand Onboarding team

  • Lead the ANZ Onboarding team on day to day business, coaching individuals to achieve their full potential and support a culture of continual improvement, including regular 1 on 1’s
  • Attract talent by being a recognisable voice in the software industry
  • Coordinate the planning, scheduling and resourcing of customer onboarding rollouts
  • Continually assess forecast MRR per person to ensure accurate resourcing 
  • Customer Value Creation

  • Together with the sales team identify and implement where Fresho can create value for our customers’ businesses to ensure customer success.
  • Assist the Onboarding team to develop a thorough understanding of each clients' individual needs to head off potential issues before they become problems.
  • Lead on onsite Enterprise software launches in a player, coach model to ensure you are always across our customer onboarding processes
  • Demonstrate expertise in Fresho software in order to communicate long-term strategic plans to represent customer needs internally
  • Bring new ideas and innovations by participating in industry events and onboarding
  • Promote Fresho’s Onboarding work by encouraging positive customer comments in LinkedIn and via other means
  • Product Development & Process

  • Work directly with the COO to continually improve the way we onboard our customers
  • Continuously improve processes in order to support Fresho customers effectively and to provide a great customer experience - ensuring software rollouts are smooth and on time
  • Assist the product team with our Go-To-Markets on our software rollouts
  • Monitor and manage systems and processes to ensure the team are completing tasks that are required to ensure success 
  • Provide input into product development and assist in the prioritisation of development based on user feedback
  • Stakeholder Engagement

  • Collaborate with Onboarding Teams in other markets to implement best practices globally
  • Work in partnership with sales, marketing, CX and development to deliver on our customers' goals, and ensure the launch team is aligned with all areas of the business in particular working closely with sales and CX on customer handovers
  • Assist the sales team in understanding our prospective customers businesses, identifying opportunities and product market fit
  • Project Management and Reporting:

  • Manage and oversee projects that fall under the Onboarding team remit
  • Ensure the Onboarding Team is prioritising work in alignment with the greatest business value (OKR’s) alongside global goals
  • Leverage data and your Salesforce expertise to develop and refine reporting that contributes to the strategic direction of Fresho
  • Report on Onboarding (ANZ) team activities, with specific KPl's delivered weekly and monthly to also be used to assist in implementing efficiency changes
  • Meet KPls set by the Executive team
  • What will support your success: You’ll be excellent at dealing with people from all walks of life and comfortable working in a fast paced, fast growing Scaleup environment, effortlessly moving between the big picture and the small.

  • Here’s what you’ll bring with you:
  • 3-5 years managing a team or people
  • SaaS onboarding experience
  • Experience dealing with customers
  • Superb communication skills
  • Excellent time management 
  • Understanding of web development environments, sufficient to understand the implications of issues within web-based applications
  • Desire to take ownership
  • Problem solving skills
  • Technical skills to solve problems and implement changes.
  • The ability to build trusted customer and team relationships through reliable and authentic assistance
  • It’s a bonus if you bring:

  • Project management experience
  • Large / enterprise onboarding experience
  • Bachelor of Business/Commerce or any other relevant qualification OR experience in Food Supply Chain
  • In return we’ll offer:

  • Everything you need to live and work well.
  • Employee Share Option Plan so you can share in Fresho’s success
  • LinkedIn Learning Subscription with time dedicated to growing new skills
  • Mentoring programme to help you grow and exceed your potential 
  • Flexible working with hybrid and fully remote teams
  • Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines
  • Weekly fresh fruit in the office
  • Regular socials (with snacks and drinks of course!)
  • Fresho merch so you can look sharp in our branded swag
  • Referral bonuses - invite your friends and get paid for it!
  • Employee Assistance Program to support your mental health and wellbeing
  • CEO Book Club where role related e-books are on us
  • Fresho Sponsorship program to support your personal interests outside of work
  • Paid time off for fertility treatments and generous parental leave policy