Support & Implementation Consultant

TL;DR

Support & Implementation Consultant (CRM): Deliver customer support and lead client onboarding and implementation projects for hirify.global CRM, with an accent on troubleshooting software and hardware, analysing client data, and enabling long-term solution adoption. Focus on proactive communication, risk/issue escalation, and training clients on best-practice use from go-live onward.

Location: Melbourne, Australia

Salary: $70,000-$85,000 / year (AUD)

Company

hirify.global provides a CRM solution for the arts and entertainment sector.

What you will do

• Handle client calls and emails, ensuring timely, high-quality customer service through to completion.
• Own onboarding from contract signature through go-live, ensuring client goals are met and understood.
• Coordinate implementation milestones with clients, internal teams, and third parties, including communication of dependencies and risks.
• Support and troubleshoot the hirify.global solution, including hardware used with the system (e.g., ticket printers, pin pads, scanners).
• Help clients analyse and report on their data, and provide training and best-practice guidance via phone and screen share.
• Contribute to regional process development and maintain system documentation and guides.

Requirements

• Excellent communication skills for in-person, phone, and written support.
• Ability to provide effective customer service and technical support, including handling urgent or business-critical client issues.
• Logical problem-solving mindset for new and complex issues.
• Working knowledge of Microsoft Excel.
• Strong time management and prioritization to meet tight deadlines.
• Comfort with multitasking and independent work in a small team.

Culture & Benefits

• 28 days annual leave, 7 paid public holidays, and 10 paid sick days.
• Professional development opportunities and two volunteering days per year.
• Month-long paid sabbatical after 5 years of service.
• Onsite role with core hours Monday to Friday, plus an on-call weekend roster (about once a month) and occasional evening shifts as required.
• Travel across Australia and New Zealand is required, potentially up to once a month.

Hiring process

• Video screening call followed by a second interview.
• Final interview, then offer and hiring.