Onboarding Specialist

Strategic Solutions Technology Staffing Inc.; Hamilton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading software start-up in the construction industry is seeking an Onboarding Specialist to enhance client experiences. This role involves guiding new clients through the onboarding process, ensuring they effectively utilize the software for their business needs. The ideal candidate will have a background in customer support for SaaS, strong problem-solving abilities, and excellent interpersonal skills to collaborate with various stakeholders.

Qualifications

• 2+ years in a customer support or onboarding role for a SaaS company.
• Experience with integration of 3rd party software solutions.
• Ability to multi-task with strong organizational skills.

Responsibilities

• Act as the main point of contact for new clients during onboarding.
• Train clients on utilizing the software for optimal ROI.
• Field incoming support requests and perform follow-ups.

Skills

Creative problem-solving

Interpersonal skills

Organizational skills

Adaptability

Tools

CRM systems

Ticketing systems

Microsoft Office Suite

Job description

Our Client is a software start-up specifically designed for the construction industry that provides a more affordable all-in-one operations software solution for trade companies to better run their business. They are looking for an Onboarding Specialist to join their growing implementation team to provide white glove service to new clients as they adopt the platform.

KEY RESPONSIBILITIES:

• Act as the main point of contact for new clients to ensure a seamless onboarding experience into the platform from start to finish
• Work with cross functional teams to transition from sales to onboarding funnel
• Work with new clients on obtaining and importing clean data into the platform
• Train and strategize with new clients on utilizing the software to ensure the best ROI for the customer
• Field incoming support requests from new and existing clients and attempt to resolve requests utilizing knowledge base and experience
• Consult appropriate supporting resources in problem-solving/resolution and escalate to the appropriate teams when necessary
• Perform post-resolution follow-ups to help requests
• Develop strategies for new and existing clients to optimize best practices

IDEAL QUALIFICATIONS & EXPERIENCE

• 2+ years in a customer support or onboarding role for a SaaS company
• Ability to easily adapt and learn new software to manage internal and external functions
• Creative problem-solving and innovating skills
• Experience with integration of 3rd party software solutions
• Proficient in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Experience with CRM and ticketing systems
• Ability to multi-task with strong organizational skills
• Strong interpersonal skills and ability to work collaboratively with internal and external stakeholders