Onboarding Specialist guiding new smartphone sales representatives through their onboarding at Walmart. Collaborating with managers and trainers to ensure training is completed efficiently.
About the role
- Onboarding Experience Manager at Intiveo facilitating client onboarding for a patient engagement platform. Leading training and optimizing client transition to enhance workflow and efficiency.
Responsibilities
- Own & Lead the Onboarding Journey: Manage a portfolio of new client onboardings, delivering a structured, predictable, and delightful onboarding experience.
- Create customized onboarding plans based on the client’s goals, practice workflows, and operational requirements.
- Conduct meetings, establish clear expectations, define success metrics, and guide clients through each onboarding milestone.
- Train & Empower Clients: Provide best practices that increase adoption and enable clinics to become self-sufficient power users.
- Demonstrate how Intiveo enhances clinic efficiency, patient communication, and end-to-end experience.
- Deliver high-impact product training tailored to each customer’s role, workflows, and business strategy.
- Optimize Configuration & Platform Setup: Ensure accounts are configured for maximum efficiency, accuracy, and alignment with the patient journey.
- Audit account setups for gaps, recommend enhancements, and implement improvements.
- Drive Early Adoption & Time-to-Value: Use onboarding metrics, usage insights, and customer goals to accelerate adoption.
- Identify potential risks early and proactively address barriers to ensure clients stay on track.
- Conduct live customer satisfaction review meeting to present onboarding progress, gather feedback, and validate that clients are achieving their expected outcomes and ensure smooth transition to support.
- Cross-Functional Collaboration: Collaborate with Sales to ensure alignment on client expectations, goals, and platform usage.
- Partner with Tech Ops to manage escalations to resolve bugs or implementation issues.
- Continuously Improve Onboarding Programs & Processes: Identify inefficiencies or gaps in the current onboarding workflow and recommend process improvements.
- Provide feedback to the Product team to improve onboarding flows, reduce friction, and enhance the customer journey.
Requirements
- 3+ years’ experience in onboarding, implementation, project management, customer success, or a related client facing SaaS role
- Exceptionally organized and proactive, with a talent for managing competing priorities and solving problems creatively
- A proactive problem-solver who can anticipate needs, address potential risks early, and adapts confidently even when things feel a bit unclear
- Confident communicator with strong verbal, written, and presentation skills—comfortable and enthusiastic presenting on Zoom or in front of a group
- Tech-savvy and quick to learn new tools
- Comfortable speaking up, sharing ideas, and actively contributing to continuous improvement.
- Detail-oriented with a strong commitment to quality and delivering consistent, repeatable outcomes.
- Experience with dental/medical practices, patient experience platforms, or practice management software (Bonus points)
- Familiarity with Customer Experience tools (Totango, Zendesk, Salesforce, etc.) (Bonus points)
- A strong understanding of customer journey design or process optimization (Bonus points)
- Experience in customer service, especially in roles that required strong communication and problem-solving (Bonus points)
Benefits
- Generous vacation time
- Wellness Fund
- RRSP matching
- ESOP (employee stock ownership program)
- Annual retreat
- Plus, your birthday off! (Who wants to work on their birthday?)
- And more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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