Customer Success & Onboarding Specialist (SAAS/ERP)
Location
Ordorite HQ, Galway City Centre - Office Based.
About Ordorite
Ordorite builds cloud-based ERP and retail management software for furniture, bedding and flooring retailers. Our platform, OrdoConnect, runs everything from point of sale and stock control to delivery routing and after-sales service, and is used by retailers across Ireland, the UK, North America, UAE & Australia.
When a retailer moves to Ordorite, they're replacing the system their entire business runs on. Getting that transition right is the single biggest factor in whether they stay with us and grow with us - and that's what this role is for.
This role is based at our Galway city HQ, working alongside the wider team. You'll be in front of customers regularly, so travel to sites across Ireland and the UK is a necessary part of the job.
The role
You'll own the customer journey from the moment a deal is signed: kick-off, scoping, data migration, configuration, training, go-live and the critical first months afterwards. You'll be the customer's main point of contact throughout, and the person accountable for getting them live, confident and using the platform properly.
This is a hands-on, customer-facing role. You'll spend your time talking to store owners, operations managers and shop-floor staff.
What you'll do
Onboard new customers
- Run project kick-off, agree the implementation plan and set expectations on timelines and responsibilities
- Scope how each retailer works today — stock, sales process, delivery, after-sales — and map it into OrdoConnect
- Manage data migration from the customer's legacy system, working with our technical team
- Configure the platform to match the customer's setup, products and processes
- Keep the implementation on schedule and flag risks early
Train and go live
- Deliver training to owners, back-office teams and shop-floor staff, in person and remotely
- Build simple, practical training materials and process guides
- Run go-live support and be the first responder when issues arise in the opening weeks
- Confirm the customer is genuinely using the system before signing off the implementation
Drive adoption and retention
- Hold regular check-ins after go-live to track usage and surface problems
- Identify features the customer isn't using and coach them into them
- Spot upsell and expansion opportunities and pass them to the sales team
- Act as the customer's advocate internally, feeding product issues and requests back to the team
Keep the process tight
- Maintain accurate implementation records and status reporting
- Track time-to-go-live and adoption metrics across your accounts
- Contribute to improving how we onboard, so each implementation is quicker and cleaner than the last
What we're looking for
Essential
- Experience in a customer-facing role — customer success, onboarding, implementation, account management, or retail
- Confident dealing with business owners and staff at every level, including people who aren't comfortable with technology
- Strong organisational skills — you'll run several implementations at once, each with its own moving parts
- Comfortable learning software in depth and explaining it plainly
- Excellent written and spoken English
- Full driving licence, and willingness to travel to customer sites across Ireland and the UK
Highly desirable
- Experience in the furniture, bedding or flooring industry
- Background in retail operations, stock control, or point of sale systems
- Previous experience implementing or supporting ERP, POS or retail management software
- Experience working with customers in the UK or North America
What we offer
- A clearly defined role with real ownership - these are your customers, start to finish
- Performance reward tied directly to successful implementations
- Company pension scheme and paid annual leave
- A base at our Galway city HQ, working alongside the wider team, with flexibility around how your week is structured
- Variety in the work - you won't be at a desk five days a week
- A short decision-making chain and direct access to the product team
How to apply
Apply with your CV and a short note telling us about your experience with any of the essential or highly desirable skills above - for example, a customer you've taken through a difficult change or transition, and how you handled it.
Job Type: Full-time
Work Location: In person
