Senior Onboarding Specialist

Internal Title: Senior Onboarding Specialist

Reports to: Onboarding Team Lead

Salary: Based on experience + vacation + benefits  

Location: Toronto, Ontario, Canada  

Length: Full-time, Permanent  

 

About Us

At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.

 

About You: 

 

We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope.

Our Ideal Candidate Will Bring

Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.

Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.

Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.

Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.

Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, actively seeks out change, and is knowledgeable of current industry trends, practices, and technology.

Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.

 

Responsibilities

• Onboarding Management: Oversee the end-to-end onboarding process for Mid-Market and Enterprise customers, ensuring timely and successful project completion.
• Customer Transition Support: Coordinate customer transitions from previous systems to ensure smooth and effective implementations.
• Product Training: Deliver tailored online training to empower customers in utilizing WellnessLiving’s platform to meet their business goals.
• Customer Communication: Maintain proactive communication with customers, providing updates and addressing concerns throughout the onboarding process.
• Advocacy: Represent customer needs internally, ensuring feedback is communicated to relevant teams for continuous improvement.
• Cross-functional Collaboration: Work with internal teams to resolve onboarding challenges and enhance the customer experience.
• Coaching and Mentorship: Guide junior Onboarding Specialists, providing support and sharing best practices for complex onboarding scenarios.
• Internal Knowledge Sharing: Lead training sessions and contribute to the development of internal knowledge resources for the Onboarding team.
• Strategic Planning: Participate in planning sessions for high-value accounts, offering insights aligned with customer success and company goals.
• Process Improvement: Identify and implement strategies to enhance onboarding efficiency, customer engagement, and long-term success.
• Resource Creation: Contribute to developing training materials, guides, and playbooks to support the team and improve onboarding.
• Performance Analytics: Use data analytics to monitor onboarding performance and recommend process improvements.
• Metrics Review: Collaborate with leadership to review key metrics, identify trends, and continuously improve onboarding performance.
• Escalation Management: Take ownership of escalated incidents, ensuring timely resolution and exceptional customer service.
• Core Values: Uphold WellnessLiving’s core values and professionalism in all customer interactions.
  
  

 

Skills & Qualifications: 

• 2-3 years of hands-on experience supporting enterprise-based customer implementation and/or onboarding projects, preferably for a SaaS enterprise solution
• Adept at building relationships and collaborating effectively with all levels of the organization
• You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity
• You can build rapport and collaborate with coworkers and clients
• You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes
• Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences.
• An active, empathetic listener, with excellent written and verbal communication skills.
• Thoughtful, curious, and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals/objectives.
• Detail-oriented, a multitasker, capable of prioritizing and managing time efficiently and effectively; handle/manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment.
• Working knowledge of Microsoft Office 365
• Intermediate Excel skills
• Experience using CRM Platforms (Zoho)
• Experience using ticketing systems (Jira)
  
  

 

 

Please note that those who meet the qualifications for the position will be contacted directly.

We appreciate you taking the time and look forward to reviewing your application.

WellnessLiving is an equal opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, colour, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.