Client Onboarding Specialist

What We do:

iQmetrix is a global provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is an AI-native telecom commerce platform that acts as a system of intelligence. It replaces fragmented legacy stacks with a modern, modular operating layer, connecting telcos, retailers, and OEMs into one flow across channels and markets. The result is less complexity, lower cost, and the speed to move ahead.

For 26 years, we’ve been passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, and expertise that enables them to adapt and thrive. Our solutions power $17BN in sales annually, handling nearly 53 million invoices and more than 28 million activations, and are used by more than 370,000 telecom retail professionals across almost 1,000 clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe. For more information, please visit www.iqmetrix.com.

How We Do it:

We are on a self-management journey. As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. Decisions are meant to be distributed to the people who are best able to make the decisions which means more freedom for individuals to contribute at their highest levels. We are purpose-driven, helping individuals connect to the meaning in their day-to-day work. Additionally, we are currently on the road to building a diverse and inclusive environment. Working at iQmetrix means always looking at ways to be better.

Reports To: Operations Facilitator

Salary: $65,000 - $88,000 CAD

About the Team:

Client Launch & Enablement team partners with clients from the moment they begin their journey with us, through implementation, enablement, and product adoption. We focus on delivering great experiences, removing barriers to success, and making sure clients get the full value of our products. By listening to client needs and collaborating across teams, we build trusted, long-term partnerships that support continued success and stronger business outcomes.

About the Role:

As a Client Onboarding Specialist, you'll own the client onboarding and adoption experience during launch for Intelligent Commerce Retail Experience. You'll make sure required setup activities are completed accurately, clients understand how to use the tools in their day-to-day operations, and every account is set up for a successful go-live.

This role goes beyond completing implementation tasks. You'll be the person who helps clients feel confident, prepared, and equipped for long-term success. You'll work closely with Implementation, Product, Support, and Account Management to deliver a launch experience that is consistent, well-coordinated, and focused on outcomes.

What you’ll be doing:

• Facilitating client onboarding. Lead clients through a structured onboarding plan. Guide enablement activities, run readiness checkpoints, and confirm required setup items are completed accurately and on time.
• Building client confidence. Deliver onboarding and training sessions to audiences ranging from store associates to head-office leaders. Explain key workflows, recommend resources, and adapt your approach to each client's level of experience.
• Supporting account alignment. Partner with Account Managers and client stakeholders to connect launch activities to client goals. Communicate progress, flag risks early, and support a smooth handoff to ongoing account and support teams after launch.
• Driving adoption. Monitor early usage and readiness signals, identify clients who are at risk of a weak launch, and put targeted follow-up or enablement plans in place.
• Improving launch consistency. Work with cross-functional teams to capture lessons learned, build and maintain reusable playbooks, checklists, and training materials, and identify process gaps that affect client readiness or adoption.
• Managing client communication and relationships. Bring a client-focused approach grounded in empathy, clarity, timely follow-through, and practical guidance, across both high-volume and complex requests.
• Keeping records accurate. Maintain onboarding activity, milestones, and client notes in Salesforce so the broader team has clear visibility into each account's status.

What We're Looking For:

• 5+ years of experience in client onboarding, implementation, enablement, customer success, account management, or a similar client-facing role
• Experience managing several client onboardings at the same time, from kickoff through go-live
• Experience delivering training or enablement sessions to non-technical users
• Problem-solving skills and a practical approach to resolving issues and removing blockers
• Comfort with process mapping and workflow analysis, so you can understand how a client's business operates and where our tools fit in
• Attention to detail and consistent follow-through
• Ability to build relationships and work with stakeholders at all levels, from frontline staff to executives
• Systems thinking: you see how setup decisions, processes, and people connect to launch outcomes
• Hands-on experience with Salesforce (or a similar CRM) for tracking accounts, activities, and milestones

Nice to Have:

• Experience with iQmetrix products, or with retail point-of-sale, inventory, or commerce software
• Background in retail, telecom, or multi-location businesses
• Familiarity with project or collaboration tools such as Jira, Confluence, Asana, or Microsoft Teams
• Experience building onboarding playbooks, knowledge-base content, or training materials

What We Offer:

• Begin your journey with a competitive starting salary!
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family.
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program.
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program!
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance.
• Give back with up to 6 days of paid time off annually for volunteering or personal learning.
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment!

What is an iQer?

An iQer is a term, used daily across all iQmetrix locations, is someone who works for iQmetrix. Sounds simple, but there’s more to being an iQer than meets the eye!

If you’re an iQer, you approach problems with humility and an open mind. You’re a go-getter who doesn’t wait around to be told what do to. Whether it’s on your own or with a team, you aren’t afraid to try new things, fail, succeed, and improve along the way. Your team, the company, and the well-being of others come before your personal agenda—you’re an ally to your colleagues and the community.

The world changes fast and, as an iQer, you’re ready to adapt. You recognize diversity in the world, listen to others, and consider all perspectives.

Want to Join the Team?

If you’re interested in a career with iQmetrix, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are a hybrid work environment, remote and in-office for all employees in an office city.

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