Customer Onboarding Specialist

3 weeks ago

Cambridge, Canada MealSuite Full time

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 130 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Through our foodservice technology system, we help operators across healthcare and aging services save time, reduce food waste, and meet regulatory requirements, so they can improve the quality of patient and resident care.

We’re looking for our next **Customer Onboarding Specialist** to develop and implement best practices to drive optimized business outcomes for the customer throughout the implementation project.

Reporting to the Customer Onboarding Team Lead, the Onboarding Specialist will set customers up for immediate success by facilitating the implementation process for new accounts, educating new customers, solving technical problems (during implementation), and ensuring smooth adoption of our products and services.

**A day in the life as an Onboarding Specialist**:

- Prepare and deliver customer implementation project plans, including on-site training
- Provide detailed account walkthroughs
- Clearly communicate account setup requirements and expectations with customers and other key stakeholders
- Create, deliver, monitor, and update user training plans based on customer needs
- Educate customers on MealSuite’s toolkit, capabilities, and best practices to simplify adoption and align expectations
- Document customer implementation needs, requests, and questions in internal systems, and communicate salient information to stakeholders as needed
- Ensure customers receive superior service; develop and strengthen relationships with both new and existing customer stakeholders
- Leverage feedback for continuous improvement to the onboarding process
- Maintain strong knowledge of MealSuite systems and offerings
- Collaborate with Sales, Finance, Operations, and Engineering teams
- Collaborate with Account Management and Support teams to smoothly transition customer accounts after implementation is complete

**If the below describes your knowledge, experience and character, then this role could be for you**:

- I have prior experience with SaaS customer implementation
- I am proficient in Microsoft Office Suite or related software
- I have a desire to work in a fast-paced, growth-oriented environment
- I possess effective and professional written and verbal communication skills
- I have excellent interpersonal skills and positive attitude
- I exercise great attention to detail
- I am able to multi-task and adapt to different systems
- I am able to prioritize and complete work with accuracy
- I can deliver training sessions that are organized and understandable
- I am able to listen carefully to information provided by customers and ask clarifying questions to ensure proper use of MealSuite tools
- I’m willing to travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role).
- I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
- I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills
- PMP and CAPM considered an asset

**More to love about working at MealSuite**:

- **We are passionate people that care about others. **The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here.
- **We’ve built a progressive culture that values teamwork and innovation. **We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
- **We’re growing sustainably. **A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
- **We take care of our employees too Here are just a few of the great things we offer**:

- **Unlimited paid time off **- yeah, you read that right We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.
- **Healthcare benefits** - extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership.
- **Hybrid flexibility** - we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.
- **Work-life balance **- this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
- **An inclusive workplace** - women account for 53% of our employees and 58% of people leaders.
- **Participation in our

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