I'm applying for the Customer Onboarding Specialist (AI) role. Your brief is to own onboarding so every new clinic gets as much value as possible from Aeva — set them up, get them confident, get them using it, call them before they fall off — and to build the playbook as you go. So instead of just telling you I can do that, I built the start of the playbook and put it in a live hub you can open before we ever speak:
This role fits me unusually well. You ask for someone with AI experience or an IT background who is proficient at AI prompt work — that's my core. I run NeuraNest AI, work in Claude and Gemini every day, and prompt engineering and AI evaluation are the craft I actually practise. Configuring and tuning the kind of call flows Aeva runs on isn't a learning curve for me; the hub includes real prompt work I wrote for an Aeva-style flow.
You also ask for someone who can explain technical jargon simply to a 65-year-old without making them feel stupid. I spent five years across Services Australia, DFAT, the AEC and DVA — recognised as a Digital Champion — doing exactly that: walking people of every age and comfort level through systems they found intimidating, patiently and without condescension. With an IT-consulting background setting up SME clients, the "jump on a call, get them confident, be the go-to person" part of this job is where I'm at my best.
Let me be straight about where I'd ramp, because the standard I work to starts with honesty. I'm not coming from an allied-health clinic, and I haven't run a dedicated SaaS customer-success function inside a CS team. I've built and run client onboarding as a founder and consultant — the journey, the checklist, the follow-up — but Cliniko, allied-health workflows and formal CS tooling are things I'd learn fast in the first weeks rather than pretend to already own. Given how technical and AI-native the role is, that ramp is short.
I'm Melbourne-based, available immediately, completely comfortable working remotely and directly with a founder team, and genuinely drawn to a small, profitable, fast-growing company where I'd own and build the role from scratch. I'd love to walk you through the playbook and the retention system.