Implementation & Training Specialist (Customer Success Team)

MOA Benchmarking is a SaaS platform supporting aged care and disability service providers across Australia. We work with over half of all residential aged care homes in the country and have a growing footprint in New Zealand and the UK. Our suite of quality improvement tools helps providers meet compliance standards, improve outcomes, and deliver high-quality care.

We’re a mission-driven team of professionals passionate about improving care quality through better data, insight, and service. As we grow, we’re looking for an Implementation & Training Specialist to help our clients unlock the full value of MOA from day one.

About the Role

As an Implementation & Training Specialist, you’ll take ownership of onboarding new clients, guiding them through configuration, rollout, and adoption. You’ll deliver engaging training sessions, tailored to different user groups, and provide ongoing support that helps clients move beyond “just using” the software to truly embedding it in their quality processes.

You won’t be working from a script. You’ll be building deep product knowledge, adapting to customer needs, and helping them solve problems with confidence. A big part of this role is also building the foundation for self-service — creating clear, consistent, and comprehensive user guides, training resources, and help articles so clients have the tools they need at their fingertips.

You’ll also collaborate closely with our product, content, and sales teams to ensure customer insights are reflected across the business.

Key Responsibilities

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Lead client onboarding, ensuring smooth implementation and adoption

Deliver live and online training sessions tailored to different user groups

Build and maintain deep product knowledge to answer questions and demonstrate features clearly

Take ownership of creating and maintaining user guides, training resources, and help articles — consolidating scattered materials into clear, user-friendly documentation

Respond to customer queries with initiative, troubleshooting issues and seeing them through to resolution

Gather feedback and act as the client voice in product and service improvements

What We’re Looking For

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3+ years in a customer success, training, or implementation role (ideally SaaS or tech)

Proven ability to learn and master software platforms, with confidence to run demos and training sessions independently

Strong communication and presentation skills, with a consultative style that builds trust

Excellent writing and documentation skills, able to translate complex features into clear, user-focused guides

Self-starter who takes initiative and works effectively without detailed direction

Familiarity with tools like Jira to track and manage issues

Experience in quality, compliance, or operations in aged care or disability services will be highly regarded

Understanding of Aged Care Quality Standards, NDIS Practice Standards, or regulatory frameworks (nice to have, not essential)

Why Work With Us?

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Work in a growing company making a real impact in the care sector

Flexible working environment with remote options

Join a team that values autonomy, initiative, and continuous learning