Payroll Sales & Onboarding Specialist

FreshBooks; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Payroll Sales & Onboarding Specialist to enhance customer experience during their payroll onboarding process. The role involves managing customer communications, identifying churn risks, and ensuring a smooth onboarding process while collaborating with cross-functional teams. Ideal candidates will have a passion for customer success and strong communication skills.

Qualifications

• 1-2 years of experience in customer success, account management, or relevant customer-facing roles.
• Strong understanding of customer success methodologies.
• Excellent written and oral communication skills.

Responsibilities

• Guide FreshBooks business owners through the Gusto embedded payroll setup.
• Make proactive outbound calls (30+ touchpoints daily) to ensure timely payroll setup.
• Communicate with Sales, Support, and Product teams to optimize onboarding experience.

Skills

Customer success

Communication

Organizational skills

Detail-oriented

Job description

About the Role

As a Payroll Sales & Onboarding Specialist, you will deliver an Extraordinary Effortless Experience (4E) by guiding FreshBooks business owners through their Gusto embedded payroll onboarding. You will be crucial for customer acquisition, ensuring timely payroll processing, proactively reducing churn, and enhancing overall customer satisfaction and retention. This role involves managing proactive outbound communications, supporting customers, and assisting with partner support to ensure customers achieve long-term value with FreshBooks.

NOTE: This role is hybrid, meaning that the team comes together in office 1-2 times per week.

What You'll Do

• Guide FreshBooks business owners through the Gusto embedded payroll setup, ensuring a smooth and timely process.
• Interact with customers who sign up via email and phone, helping them navigate the onboarding funnel.
• Make proactive outbound calls (30+ touchpoints daily) to ensure payroll setup is completed and run on time.
• Manage a pipeline of opportunities with measured stages to forecast weekly and monthly results.
• Communicate with Sales, Support, and Product teams to optimize the onboarding experience.
• Proactively identify and address potential risks for involuntary churn, especially for high-value customers.
• Maintain an in-depth understanding of the customer's journey and needs, ensuring processes are complete and creating "sticky" experiences.

What You'll Bring

• 1-2 years of experience in customer success, account management, or relevant customer-facing roles.
• Strong understanding of customer success methodologies and a genuine passion for driving customer satisfaction and retention.
• Excellent written and oral communication skills with the ability to convey complex information clearly, accessibly, and in a friendly manner.
• Highly organized and detail-oriented, with strong organizational skills to manage various customer touchpoints efficiently.
• Ability to work both independently and collaboratively in a fast-paced, dynamic environment.
• Ability to quickly learn new systems and maintain an advanced understanding of the FreshBooks platform.
• Ability to demonstrate the PORCHFEST values (Passion, Ownership, Results, Change, Honesty, Fun, Empathy, Stretch, Trust) and departmental Support Values.

You'll Stand Out If You Have

• Previous experience with outbound campaigns, upselling, or customer retention initiatives.
• Proven experience managing high-value customers and mitigating churn risks for high-MRR accounts.
• Experience with phone, email, and chat support channels.