Onboarding Experience Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a portfolio of newly onboarded clients

• Develop tailored onboarding strategies based on client objectives, practice workflows, and operational needs

• Conduct meetings to set expectations, define success metrics, and guide clients through onboarding milestones

• Share best practices to enhance adoption and empower clinics to become independent power users

• Showcase how Intiveo improves clinic efficiency, patient communication, and the overall patient experience

• Provide customized product training aligned with each customer’s role, workflows, and business strategy

• Set up accounts for optimal efficiency, accuracy, and alignment with the patient journey

• Review account setups, suggest enhancements, and implement improvements

• Utilize onboarding metrics, usage insights, and customer objectives to expedite adoption and time-to-value

• Identify potential risks and proactively tackle obstacles

• Host live customer satisfaction review sessions, present onboarding progress, collect feedback, validate results, and transition clients to support

• Work in collaboration with Sales on client expectations, objectives, and platform usage

• Partner with Tech Ops to address escalations, bugs, and implementation challenges

• Recognize inefficiencies in onboarding workflows and propose process enhancements

• Provide input to Product teams to refine onboarding processes, minimize friction, and improve the customer journey

⛳️ Requirements

• Minimum of 3 years’ experience in onboarding, implementation, project management, customer success, or a similar client-facing SaaS position

• Exceptionally organized and proactive, with a knack for balancing competing priorities and creatively solving challenges

• A proactive problem-solver who can foresee needs, address potential risks early, and adapt confidently in uncertain situations

• Strong verbal, written, and presentation abilities

• Comfortable and enthusiastic about presenting on Zoom or in front of an audience

• Technologically adept and quick to learn new tools

• Willing to voice ideas, share input, and actively contribute to ongoing improvement

• Detail-oriented with a strong commitment to quality and delivering consistent, repeatable outcomes

• Bonus: experience in dental/medical practices, patient experience platforms, or practice management software

• Bonus: familiarity with customer experience tools such as Totango, Zendesk, and Salesforce

• Bonus: understanding of customer journey design or process optimization

• Bonus: customer service experience that demands strong communication and problem-solving skills

🏝️ Benefits

• Generous vacation time

• Wellness Fund

• RRSP matching

• ESOP (employee stock ownership program)

• Annual retreat

• Birthday off

• And more