Customer Onboarding Specialist

About the Role

Our Onboarding team is growing We're looking for our second Customer Onboarding Specialist to join us as we scale across the United Kingdom, United States, and Canada.  With a strong presence already in New Zealand and Australia, this is your chance to help us make Utilmate a global product.

As an Onboarding Specialist at Utilmate, your focus will be on implementing our onboarding experience for our customers — a critical part of delivering value through every step of the customer journey. You'll play a key role in executing our onboarding strategy, ensuring a world-class experience that drives adoption, meets customer needs, and showcases the tangible value of Utilmate.

Your work will directly contribute to our customers' success, helping them seamlessly integrate Utilmate into their operations and get the most out of our platform. This role is about creating lasting value that supports growth for both our customers and Utilmate.

We're looking for a big thinker who get things done —who'll thrive in a dynamic, high-energy environment and is passionate about delivering exceptional customer experiences.

What Your Day Could Look Like

• Manage the customer onboarding process from sales handover through to successful transition to Customer Onboarding.
• Support product adoption through tailored onboarding activities that align with customer needs.
• Act as the primary contact for customers during onboarding, providing proactive support and guidance.
• Collaborate with Sales & Marketing, Customer Onboarding, and Product Support teams to deliver a cohesive customer experience.
• Identify opportunities to improve onboarding processes for greater customer satisfaction and efficiency.
• Ensure a thorough handover to Customer Support, including key insights and documentation.
• Track, report, and respond to key onboarding metrics to continuously enhance the experience.
• Maintain clear communication with all stakeholders, providing updates on progress, outcomes, and improvement opportunities.
• Promote a positive onboarding journey that turns customers into Utilmate advocates.

Who We're Looking For

• Customer Centricity: A track record of elevating customer experiences, ideally within the utilities sector (but not essential). Exceptional communication skills that build trust and advocacy — you're obsessed with all thing's customers
• Basic SQL knowledge: A bunch of our configuration is done in Microsoft SQL server, so some basic SQL skills would be an advantage. If not, an eagerness to learn
• Critical Thinking: Strong analytical and problem-solving skills with the ability to tackle complex challenges and use data to refine onboarding strategies.

• Organisation & Project Management: Excellent time management and coordination skills, capable of managing multiple projects end-to-end while maintaining clear feedback loops between teams and customers.

• Flexibility: Work flexibly across global time zones to support customers in the United Kingdom, United States, and Canada.

Why Our Team Loves Working at Utilmate

• The excitement and reward of being part of a high-growth SaaS scale-up.
• Pride in joining a New Zealand technology company expanding globally.
• Work alongside a talented, passionate, and diverse team where ideas matter and impact are real.
• Accelerate your career in a supportive, growth-focused environment.
• Enjoy an office buzzing with high energy in the heart of Auckland City or from your home office.
• Snacks, drinks, and a genuinely positive, people-first culture.

Hybrid Flexibility

We believe strong in-person connections drive better collaboration, learning, and impact. We're office-first, not office-only — our team typically spends two days a week in the office, with flexibility when needed. As our customers are based across New Zealand, Australia, the United Kingdom, the United States, and Canada, we value a balance that supports both teamwork and global collaboration.

About Utilmate

Utilmate is a fast-growing SaaS company providing end-to-end billing and customer management solutions for utility providers. We help electricity, gas, water, and data service companies streamline their invoicing and customer communications through our flexible, cloud-based platform.

Our intuitive customer portal enables seamless online bill viewing and payments. Based in Auckland, our tight-knit team is passionate about building high-quality software that simplifies life for utility companies and their customers. We're driven by innovation, reliability, and an unwavering focus on exceptional client service.

Join Our Team

We're committed to creating a diverse, inclusive, and empowering workplace where everyone can do the best work of their lives.

If this opportunity excites you— we'd love to hear from you Please send us your cover letter (telling us why you're excited about this role and Utilmate) along with your CV.