About Avant Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”. Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers. As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities. The commitment to members and the profession from our ~950 staff has resulted in over 50% of Australia’s doctors choosing to be Avant members, delivered annual revenues of $445 million and net assets of ~$1.4 billion. Avant provides a wide suite of products and services, including: Medico-legal protection and risk management advisory services. Support, advice and legal representation in the event of a claim or complaint. Health insurance products. Other insurance products spanning cover of medical practices, income, life, disability and travel. Education, research and training programs. Business solutions and medical administration technology, including managed IT services. Commercial Legal services, including property, employment law and estate planning. Governance platforms, credentialling and accreditation. Advocacy representation for its members collectively where it can make a difference. About the Role The Client Service Consultant provides on-boarding, setup and support for all customers of Avant Business Solutions. The initial focus of this role will be the on-boarding and support for customers of the PracticeHub platform, expanding to support other products and services (e.g. VoiceBox, Billings, XAIDA and Remote Practice Services). The Client Service Cosultant plays a key role in ensuring new customers experience a seamless transition from purchase to active platform use, and existing customers are supported to get the best from the PracticeHub platform. This position combines customer-facing onboarding support with technical problem- solving, data setup, and light SQL querying to diagnose or resolve support issues. You will collaborate with sales, concierge and product teams to deliver a consistent onboarding experience, configure customer environments, and provide responsive, high-quality support. Key Responsibilities: 1. Customer Onboarding Guide new clients through the onboarding process from initial setup to go-live. Configure user accounts, integrations, and platform settings according to customer requirements. Deliver onboarding calls, product demonstrations, and training sessions. Ensure all implementation milestones are met and documented. 2. Technical Support & Troubleshooting Use SQL queries to investigate, validate, and resolve data-related issues. Assist with templating, integrations, and system configuration. Liaise with development and product teams to escalate complex technical issues. Document solutions and maintain a knowledge base for common onboarding and support scenarios. 3. Process Improvement Provide feedback to improve onboarding workflows and automation. Contribute to continuous improvement of the customer journey and support documentation. Identify patterns in customer issues to inform product enhancements. Key Selection Criteria 2 years’ experience in SaaS onboarding, customer success, or technical support. Working knowledge of SQL (able to write basic queries, joins, and troubleshoot data inconsistencies). Strong understanding of SaaS environments, APIs, and integrations. Excellent communication skills with the ability to explain technical concepts clearly. Proven track record in managing multiple customer onboarding projects simultaneously. High attention to detail and strong problem-solving skills. Desirable Experience with CRM or ticketing systems (e.g., HubSpot, Salesforce, Zendesk, Jira). Familiarity with data analysis tools or BI dashboards. Exposure to software such as Postman or basic scripting for API testing. Background in healthcare, financial, or enterprise SaaS environments. PERSONAL QUALITIES/CRITICAL COMPETENCIES Customer-focused mindset with a passion for delivering great experiences. Technically curious and eager to learn new systems. Organised, proactive, and adaptable in a fast-paced environment. Collaborative team player with a positive attitude. EXPERIENCE/INDUSTRY Minimum of two years' experience in Saas onboarding, customer success or technical support (essential) Working knowledge of SQL (essential) Strong understanding of SaaS environments, API’s and integrations (desired). KEY SKILLS Proficient in the use of computers including Microsoft Office programs (essential) Experience in using support and ticketing systems (essential)
