Onboarding Specialist guiding Canadian small businesses through payroll setup, compliance, training, and first payroll runs. Improving onboarding for Wagepoint’s payroll software customers.
About the role
- Managing onboarding professionals for Bloomerang’s nonprofit fundraising and engagement platform. Improving implementation quality, customer outcomes, team performance, and onboarding processes.
Responsibilities
- Lead, coach, and develop a team of onboarding professionals
- Set expectations, provide feedback, and support ongoing performance
- Oversee the team portfolio to promote timely product implementation, customer engagement, and successful onboarding outcomes
- Establish, drive, and report on onboarding metrics
- Monitor team capacity, workload, and project progress; identify risks and balance resources
- Conduct call and experience reviews and provide actionable coaching
- Identify customer and project risks, guide solutions, and support escalation of critical issues
- Partner with Conversion Project Managers, Customer Success, Support, Education, Product, Engineering, and Getting Started leadership
- Use customer feedback, performance data, and team insights to improve onboarding processes
- Translate product capabilities and customer needs into onboarding expectations, deliverables, and success measures
- Maintain knowledge of Bloomerang products, onboarding best practices, and industry trends; share knowledge with the team
Requirements
- 2–3 years of experience leading a customer-facing onboarding, implementation, or professional services team, preferably in a SaaS environment
- 1–2 years of experience in a customer-facing SaaS onboarding, implementation, or project management role
- Demonstrated ability to coach, develop, and inspire team members while maintaining accountability for performance
- Strong operational and project-management skills, including the ability to prioritize competing needs and manage a high-volume portfolio
- Excellent written and verbal communication skills
- Strong technical aptitude and ability to learn new software products, workflows, and concepts quickly
- Proactive, solutions-oriented approach to identifying risks, resolving challenges, and improving processes
- Ability to use performance data and customer feedback to evaluate outcomes and guide decisions
- Genuine commitment to serving organizations in the nonprofit sector
- Must be eligible to work in the U.S. or select Canadian Provinces; Bloomerang does not offer visa sponsorship
Benefits
- Health insurance options
- Vision insurance options
- Dental insurance options
- HealthiestYou healthcare service with confidential access to doctors 24/7
- 20 PTO days
- 3 flex days
- 4 optional volunteer days
- 12 paid holidays
- Paid parental leave
- 401k match
- Equipment shipped to your door
- Discretionary bonus eligibility
- Fully remote work within the U.S. and select Canadian Provinces
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Degree requirement
No Education Requirement
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