Onboarding Specialist
Hybrid · Toronto, Ontario, Canada or Montréal, Quebec, Canada
Job Summary
Own full-cycle client onboarding from kickoff to go-live, deliver platform training, translate client needs into onboarding plans, and troubleshoot onboarding issues. Design, document, and improve onboarding workflows and playbooks to increase consistency and reduce cycle time. Identify upsell/expansion opportunities during onboarding and collaborate with Sales, Product, and Support to position long-term success. Leverage AI tools to move faster, draft content, analyze data, and solve problems. Maintain KYC documentation, ensure data quality, and hand off context to support for ongoing needs. Adapt to shifting scope and priorities in a fast-growing SaaS environment; prefer reporting to regional offices in Toronto, St. Catharines, or Montreal (2 days/week).
Required Qualifications
- 2+ years in a client-facing onboarding, implementation, or customer success role within a SaaS environment.
- Legally entitled to work in Canada.
- Comfortable using AI tools (e.g., ChatGPT, Claude, Copilot, or equivalent) as part of daily workflow.
- Strong organizational and multi-tasking skills for concurrent onboarding projects.
- Clear, professional written and verbal communication; ability to train non-technical users on a software platform.
- Willingness to read API documentation, troubleshoot configurations, and work with data to identify patterns.
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