Onboarding Consultant - NAM

EcoOnline; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Generous Paid Time Off

Extended Parental Leave

Robust Health Coverage

Accelerated Learning Paths

Team Wellness Initiatives

Company-wide Events

Employee Resource Groups

Recognition awards

Job summary

EcoOnline is expanding its onboarding team to empower customers in Canada and beyond. You will lead end-to-end onboarding, ensuring successful platform adoption and customer confidence through proactive guidance.

In this hybrid role, you will manage multiple onboarding projects, document progress, and collaborate with Sales, Customer Success, and Product to optimize processes and outcomes.

Qualifications

• 2+ years in a client-facing onboarding, implementation, or SaaS role.
• Tech-curious with quick learning ability.
• Excellent written and verbal communication, adaptable to audience.
• Ability to manage multiple onboarding projects across time zones.
• Detail-oriented with polished, accurate work.
• Collaborative and able to work across teams.

Responsibilities

• Own the end-to-end onboarding experience, ensuring customers implement and adopt the platform.
• Drive customer confidence through enablement and guidance.
• Deliver high-quality onboarding experiences supporting success and retention.
• Manage a portfolio of customers, tracking progress and outcomes.
• Coordinate timelines, deliverables, risks, and expectations across projects.

Skills

Client onboarding

SaaS

Communication

Time management

Analytical thinking

Problem solving

Job description

About the Role

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliversolutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We’re on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and workingbetter together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

Key Responsibilities

• Own the end-to-end onboarding experience, ensuring customers successfully implement and adopt the platform.
• Drive customer confidence and self-sufficiency through effective enablement and guidance.
• Deliver consistent, high-quality onboarding experiences that support customer success and retention.
• Take full ownership of an assigned customer portfolio, managing progress, outcomes, and customer satisfaction.
• Effectively manage onboarding timelines, deliverables, risks, and customer expectations across multiple concurrent projects.
• Ensure all onboarding activities are accurately documented and tracked.
• Identify risks, challenges, and barriers to adoption early, working proactively to drive successful outcomes.
• Support customer retention through strong stakeholder engagement and issue resolution.
• Identify and elevate opportunities for additional Professional Services, product adoption, or account growth.
• Maintain and expand knowledge across the product suite to provide trusted guidance and best-practice recommendations.
• Gather customer feedback and insights to support product enhancement and service improvements.
• Contribute to the continuous improvement of onboarding processes, documentation, and delivery methodologies.
• Partner effectively with Sales, Customer Success, Professional Services, and Product teams to deliver a seamless customer experience.
• Ensure smooth customer transitions from sales handover through onboarding completion.

What we’re looking for

• Minimum 2+ years in a client-facing onboarding, implementation, or customer-facing SaaS role.
• Strong ability to learn new software quickly; naturally tech‑curious and confident with systems.
• Excellent written and verbal communication, able to adapt your style based on audience.
• Attention to detail and pride in producing polished, accurate work.
• Ability to manage multiple onboarding projects simultaneously across different time zones.
• Skilled at building rapport and trust with customers, including those who may be more challenging.
• Monitor onboarding health, identify risks or red flags, and work with internal stakeholders to develop mitigation plans.
• Comfortable working independently while also collaborating effectively across teams.
• Strong analytical and problem‑solving skills.
• Critical thinking - you don’t just accept an issue; you explore why it’s happening and what needs to be done.

Our Benefits

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company‑wide Events
• Employee Resource Groups
• Recognition awards

EcoOnline is proud to be an equal-opportunityemployer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

This job posting is for an existing vacancy.

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