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Onboarding Manager/Asst - IT Software (SaaS) - Office Based in Squamish, BC, Canada
Job Summary:

OwnerRelations Technology is a local Squamish IT company growing fast. Our client base consists mainly of 4 and 5-star Resort hotels located throughout North America, Mexico, the Caribbean, Europe and Asia.

Our Onboarding Manager/Asst plays a vital role in ensuring a smooth and successful transition for clients from the initial sign-up to becoming active and engaged users of our software.

Responsibilities:

• Manage the entire process of implementing our software and integrating our client's PMS into our product
• Manage weekly onboarding remote meetings across multiple time zones
• Create and manage the onboarding strategy to ensure team performance is aligning with company and client goals, including defining milestones, setting expectations, and creating a structured plan to facilitate a positive user experience
• Collaborate with multiple departments and 3rd party vendors to ensure clients achieve desired outcomes including, identifying potential roadblocks, offering solutions, and providing ongoing support during the onboarding phase
• Gather and analyze feedback from clients and partners to identify areas of improvement in the onboarding process and collaborate with cross-functional teams to implement necessary changes.
• Create and maintain onboarding process documentation
• Collaborate with training to create user guides, FAQs, and knowledge base articles.
• Continuously evaluate and refine the onboarding process based on client feedback, industry best practices, and evolving product requirements.
• Support other projects when required

Requirements:

• Proven experience as a SaaS onboarding manager/asst or similar customer success role.
• Strong understanding of SaaS business models and customer onboarding best practices.
• Bachelor’s degree in a relevant field (business, computer science, or related discipline). An equivalent combination of experience and education is accepted.
• Excellent communication and interpersonal skills.
• Ability to manage multiple customer onboarding projects simultaneously.
• Technical aptitude and the ability to quickly learn and understand software products.
• Analytical mindset with the ability to track and interpret customer data and metrics.
• Strong problem-solving and conflict-resolution skills.
• Self-motivated and able to work independently as well as collaboratively in a team environment.
• Experience using collaboration platforms (Asana is a plus)

Job Type: Full-time

Salary: From $24.00 per hour

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Flexible schedule
• On-site parking
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Squamish, BC: reliably commute or plan to relocate before starting work (required)

Language:

• English (required)

Shift availability:

• Day Shift (required)

Work Location: In person