Onboarding Specialist

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

📋 Description

• Act as the main point of contact for new clients during their initial 30-90 days of onboarding: Establish strong foundational relationships that foster long-term client success and satisfaction. You will guide new customers through the onboarding journey, ensuring a positive and confident start with our platform.

• Facilitate virtual one-on-one training sessions to educate and empower clients in utilizing our platform and services effectively: Provide tailored, hands-on training that not only teaches clients how to use the platform but also illustrates how to apply it to their specific business objectives. These sessions enhance confidence, encourage early product adoption, and establish a base for long-term success by demonstrating real value from day one.

• Assess client needs, monitor progress, and proactively tackle potential obstacles to ensure sustained success: Employ a consultative approach to problem-solving by anticipating challenges and supplying solutions before they escalate into issues. Your proactive assistance minimizes churn and enhances customer satisfaction and loyalty.

• Keep precise client records and documentation across platforms: Ensure that all client interactions and milestones are thoroughly documented for visibility across functions. Accurate records facilitate a consistent experience among teams and contribute to data-informed decision-making.

⛳️ Requirements

• 3+ Years in a SaaS Environment: Proven experience in a Software-as-a-Service (SaaS) company, preferably in a client-facing role. You have an understanding of the recurring revenue model, product lifecycle, and the significance of customer retention and satisfaction in a subscription-based business.

• Outstanding Communication and Interpersonal Skills, with a Client-First Attitude: You are a natural communicator, adept at leading discussions with new clients and aligning internal teams. You can distill complex concepts, listen actively, and quickly build trust with diverse customer profiles.

• Exceptional Organizational and Time Management Skills: You excel in managing several onboarding projects and timelines concurrently. You can prioritize effectively, remain detail-oriented, and ensure a smooth onboarding experience without compromising quality.

• Experience with CRM/Customer Success Tools (Preferred): Familiarity with tools such as Salesforce, ChurnZero, Gainsight, or HubSpot is beneficial. Additional proficiency in Google Workspace and Microsoft Office Suite is expected. You know how to monitor customer engagement, identify potential churn risks, and maintain up-to-date client records and interactions. Knowledge of AI platforms is an additional advantage.

• Capacity to Multitask and Excel in a Fast-Paced, Client-Centric Environment: You thrive under pressure and are flexible in adapting to changing priorities. You are confident in navigating uncertainty and can manage evolving client needs while remaining solutions-focused.

• Knowledge of the Green Industry is a Plus: Familiarity with landscaping, arborist, or field service operations—including estimating, scheduling, crew management, and invoicing—will significantly reduce ramp-up time and enable you to communicate effectively with your clients from day one.

• Proficiency in French or Spanish is an Asset

• Willingness to Travel Within Canada and the U.S.

🏝️ Benefits

• In the U.S., we provide extensive medical, dental, and vision coverage with various plan options, as well as additional offerings such as HSA/FSA accounts, disability, life insurance, and more.

• In Canada, we offer an employer-funded HSA-based benefits plan that includes drug, dental, and mental health coverage, allowing you a flexible way to manage your healthcare requirements.

• We are dedicated to your financial future, providing 401(k) matching for U.S. employees and RRSP matching for those in Canada.

• We invest in your development through customized career growth conversations and support for tools, courses, and resources to help you thrive.

• When it comes to work-life balance, we offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1, allowing you to fully recharge.