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 order management and payments 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.

We work very closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

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

Fresho has raised over $30m to date and processes almost $400m monthly through the platform with 750,000 orders going through monthly. 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.

About the Role:

We’re seeking an Implementations Associate (Internal title: Onboarding Associate) to join our Onboarding Team. In this role, you will facilitate the seamless launch of suppliers onto the Fresho software platform.

Your mission is to empower our customers to streamline their businesses by managing every aspect of Fresho software onboarding. This includes scoping, timeline management, quality assurance, platform and product training, stakeholder coordination, solution integration, and developing workflows and process mapping for optimal platform usage.

Reporting to the Onboarding Team Lead ANZ, this position requires a penchant for analytics, a knack for process innovation, and a passion for leveraging technology to drive business growth.

This role is ideal for entry-level candidates with some onboarding experience or those looking to transition into onboarding from other client-facing SaaS roles.

This is a hybrid position working from our Melbourne HQ (at the amazing Central House offices in South Melbourne) and working from home. 

Key Responsibilities:

Customer Relationship Management:

• Serve as the primary contact for customers throughout their implementation journey, ensuring adherence to project timelines, quality standards, and customer satisfaction.

• Guide customers from post-sale handoff to system go-live and transition to business-as-usual operations.

• Cultivate trust and rapport with customers through authentic interactions, ensuring professional and reliable service delivery.

• Serve as a role model within the Onboarding team, championing best practices and fostering a culture of excellence.

Project Management and Solution Integration:

• You will be tasked with managing many projects or implementations at any one time, and to be successful, you will need to communicate effectively, influence stakeholders, and prioritise tasks, in order to drive positive outcomes for Fresho customers.

• Develop comprehensive scoping documents and plans to ensure timely project delivery and seamless solution integration.

• Craft communication plans to educate suppliers on optimal practices, maximising online ordering participation.

Training and Support:

• Provide comprehensive platform and product training to customers, utilising various mediums such as Fresho's help site, videos, or personalised meetings to maximise platform utilisation.

• Guide clients through the installation of supplementary software or applications to facilitate product integration.

Technical Support and Issue Resolution:

• Offer prompt assistance and guidance to customers encountering technical issues during the implementation process, prioritising rapid issue resolution.

Collaboration and Product Development:

• Collaborate with cross-functional teams, including marketing and product development, to enhance customer experience and drive product innovation.

• Contribute insights into product development based on user feedback, prioritising enhancements to meet customer needs.

Efficiency Enhancement and Initiative Ownership:

• Drive process efficiencies through innovative ideas and proactive change management initiatives, contributing to the continuous growth of the business.