Customer Onboarding Specialist

Agilysys, Inc.; Canada; On-site; CAD 97,000 - 112,000; Full time

Job summary

A leading SaaS technology company is seeking an experienced Onboarding & Implementation Specialist in Canada. This role involves leading customers through the adoption of SaaS solutions, ensuring a successful onboarding journey. The ideal candidate will have over 5 years of experience in SaaS onboarding and a strong understanding of project management. Responsibilities include delivering engaging training sessions and managing project scope and timelines. The position offers a competitive salary range of $70,000 - $80,000.

Qualifications

• 5+ years of experience in SaaS onboarding, implementation, or customer training (B2B preferred).
• Strong understanding of structured implementation and project management frameworks.
• Proven ability to deliver engaging, effective training for diverse audiences.
• Excellent written and verbal communication skills; comfortable presenting remotely and in person.
• Strong business acumen with the ability to prioritize, multitask, and problem-solve.
• Experience creating and maintaining training materials and documentation.

Responsibilities

• Own the end-to-end onboarding journey from kickoff to go-live.
• Partner with Sales and Project Coordination teams to ensure a strong implementation handoff.
• Lead discovery and requirements gathering.
• Configure customer accounts in alignment with documented business requirements.
• Deliver live 1:1 and group training sessions (remote and occasional onsite).
• Manage scope, timelines, milestones, and customer responsibilities.

Skills

SaaS onboarding

Implementation

Customer training

Project management

Communication skills

Business acumen

Education

Bachelor’s degree in Business, Education, Hospitality, Technology, or related field

Job description

Agilysys (NASDAQ: AGYS) is a SaaS technology leader transforming the hospitality industry. Our cloud-based platform powers leading hotels, resorts, casinos, and restaurants — helping them deliver seamless operations and unforgettable guest experiences. We’re a team of innovators and problem-solvers bringing the art of hospitality into the digital age through technology that connects people, simplifies complexity, and drives smarter decisions. Headquartered in Alpharetta, GA, with offices across North America, APAC and EMEA, we’re shaping the future of hospitality tech. For more information, visit www.agilysys.com

Position Overview

We are seeking an experienced Onboarding & Implementation Specialist to lead customers through the successful adoption of our SaaS solutions. This role owns the customer launch experience from kickoff through go-live and transition to Support and Customer Success.

You will act as a trusted advisor and customer advocate—guiding discovery, configuring the system, delivering structured training, and ensuring customers achieve value quickly and confidently using proven best practices.

This is a hands-on, customer-facing role that blends implementation discipline, training excellence, and project ownership.

What You’ll Do:

Customer Implementation & Onboarding

• Own the end-to-end onboarding journey from kickoff to go-live.
• Partner with Sales and Project Coordination teams to ensure a strong implementation handoff.
• Lead discovery and requirements gathering (functional and technical).
• Configure customer accounts in alignment with documented business requirements.
• Coordinate and configure third-party integrations (non-technical).

Training & Enablement

• Deliver live 1:1 and group training sessions (remote and occasional onsite).
• Facilitate train-the-trainer and end-user training programs.
• Ensure customers are enabled to operate independently at go-live.
• Contribute to the ongoing improvement of training materials, documentation, and how-to resources.

Project Ownership

• Establish and manage scope, timelines, milestones, and customer responsibilities.
• Lead recurring project and training sessions, tracking risks, actions, and decisions.
• Proactively manage risks and drive timely completion to minimize time-to-value.
• Ensure a smooth transition to Support and Customer Success post-launch.

How You’ll Make an Impact:

• Consistently successful customer launches per quarter.
• Drive strong CSAT and NPS results.
• Customers who are confident, trained, and operationally ready at go-live.

Qualifications

• 5+ years of experience in SaaS onboarding, implementation, or customer training (B2B preferred).
• Strong understanding of structured implementation and project management frameworks.
• Proven ability to deliver engaging, effective training for diverse audiences.
• Excellent written and verbal communication skills; comfortable presenting remotely and in person.
• Strong business acumen with the ability to prioritize, multitask, and problem-solve.
• Experience creating and maintaining training materials and documentation.
• Bachelor’s degree in Business, Education, Hospitality, Technology, or related field (or equivalent experience).

Why this role?

This position offers meaningful ownership, direct customer impact, and the opportunity to apply time-tested onboarding and implementation practices in a modern SaaS environment. If you value process, accountability, and helping customers succeed the right way—from day one—we’d like to hear from you.

Pay Transparency

Base Salary Range: $70,000 - $80,000

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience; the actual starting pay will vary within this range.

This role is a current vacancy.

Equal Opportunity Employer

Agilysys is an equal opportunity employer and values diversity in the workplace. We are therefore happy to accommodate individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation in order to participate in our hiring process, please contact us to make your needs known in advance.