Customer Onboarding Specialist
Location: Sydney or Melbourne | Team: Customer Success
About Ailo
Ailo is a business transformation platform which makes the property management experience extraordinary. Utilising the largest single set of property management data, Ailo's technology empowers property management professionals to drive growth, improve their performance and increase profits. At Ailo our vision is to use our industry leading data insights and technology to reimagine the property management experience for agencies, landlords and tenants.
About the Role
This is an opportunity to leverage your property management expertise in a new direction, helping agencies modernise their operations while being part of a team that's transforming the industry. You'll have a direct impact on customer success and genuine input into how we evolve our onboarding experience.
As a Customer Onboarding and Enablement Specialist you will be the conduit between Ailo and its agency partners, guiding them through a seamless transition onto our platform. You'll own the end-to-end onboarding experience, from first contact through to confident, self-sufficient users.
This role combines the strategic thinking of a consultant with the practical expertise of a property management professional. You'll assess agency readiness, deliver tailored training, coach teams through workflow changes, and ensure every migration meets our quality standards.
Working closely with Technical, Account Management, and Support teams, you'll be instrumental in shaping how agencies experience Ailo from day one.
What You'll Do
Implementation and Onboarding Management
Own the onboarding timeline and delivery plan for each agency. Lead the initial engagement, assess readiness across people, process and technology, and sequence the onboarding program accordingly. You will manage multiple agencies through the onboarding process simultaneously.
Training and Workflow Coaching
Deliver structured onboarding and change management programs to agency teams at all levels, from property managers through to business owners. Coach teams on workflow translation that align with Ailo’s operating model. Where standard training modules need supplementing, adapt delivery including face-to-face sessions to ensure effective knowledge transfer.
Technical and Migration Readiness
Conduct implementation deep-dives into each agency’s existing property management environment, assessing migration requirements and complexity. Perform trust account due diligence to confirm accounts meet Ailo’s standards ahead of migration, and work with agencies to resolve any gaps. Oversee data cleansing in preparation for go-live.
Cross-functional Collaboration
Work closely with Technical Onboarding, Account Management, and Support to resolve issues and ensure a joined-up customer experience. Maintain accurate records in internal systems and contribute to the continuous improvement of the onboarding methodology as Ailo scales.
What You'll Bring
Required
- Property management experience with solid understanding of agency operations, trust accounting, and industry workflows
- Experience with property management software and confidence navigating technical systems
- Demonstrated ability to train, coach, and influence people through change at all levels of an organisation
- Strong communication skills with the ability to train, coach, and influence at all levels
- Strong organisational skills and ability to manage multiple agencies through onboarding simultaneously
- Willingness to travel to customer sites
Ideal
- Team leader or department head experience in property management
- Background in training, change management, or implementation roles
- Experience with rent roll acquisitions or agency migrations
Ailo Sydney, New South Wales, AUS Office
80 Clarence St, Sydney, New South Wales, Australia, 2000
