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’vebeen passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, andexpertisethat enables them to adapt and thrive. Our solutions power $17BN in sales annually, handlingnearly 53million 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