Customer Onboarding Specialist

**See what you can do with Prophix®**

Prophix is a fast-growing global leader in financial performance management. Ambitious finance teams utilize Prophix One, our Financial Performance Platform, to enhance the speed and accuracy of their decision-making with a harmonized user experience, confidently stepping into the next generation of finance.

Headquartered in Etobicoke, Ontario, with offices in 16 cities, we work with a global network of partners across North America, South America, the UK, Europe, and Asia to serve thousands of finance leaders across nearly one hundred countries. Learn more about our offices here.

At Prophix, we’re redefining how customers experience onboarding—bridging clarity, efficiency, and value right from the start. The Customer Onboarding Specialist plays a critical role in launching our customers toward successful implementations. This role is part project strategist, part customer advocate—ensuring each implementation starts with clarity, momentum, and alignment.

You’ll serve as the first point of engagement post-sale, aligning expectations, coordinating internal teams, and leading structured onboarding calls and readiness activities. This role is essential for reducing project friction, improving time-to-value, and delivering a polished, scalable experience that sets the tone for long-term success.

**What You Will Do**

**Key Responsibilities**

**Customer Onboarding Process**
- Deliver a consistent and engaging “Welcome to Prophix” experience.
- Schedule and lead onboarding and readiness calls, acting as the strategic bridge from Sales to Professional Services.
- Confirm project readiness (deadlines, resources, key stakeholders) before implementation begins.
- Effectively communicates the Professional Services Implementation Methodology to align customer expectations.
- Partner with the Integration Engineering (IE) team for data discovery and pre-kickoff alignment.
- Orchestrate early-stage enablement by ensuring customers are provisioned with critical tools and empowered to begin value discovery:

- Academy access, Red Carpet experience, Zendesk setup, Instance and Pendo provisioning and Value survey completion

**Project Preparation**
- Coordinate with Professional Services teams to staff accounts accordingly
- Coordinate with the sales team to properly communicate Professional Services bandwidth
- Ensures knowledge transfer between both parties occurs
- Assign and manage customer “homework” to collect critical project inputs.
- Kick off the Design Book to gather solution design requirements.
- Synthesize key onboarding insights using AI-assisted tooling, enabling Professional Services to deliver with context and precision.
- Coordinate with Professional Services to ensure a seamless kickoff and scheduling.

**Internal Collaboration & Continuous Improvement**
- Act as interim Success Liaison pre-kickoff to maintain customer momentum.
- Deliver clean, actionable internal handoff packets to PS.
- Identify roadblocks early and escalate appropriately.
- Drive continuous improvement across onboarding assets, journey maps, and feedback loops to scale impact and predictability.

**Expected Outcomes**
- Clear articulation of customer expectations, resulting in more accurate project delivery
- 20%+ faster time-to-implementation
- Reduced project rework and change orders by 40%
- Near-zero delays due to missing data or prep
- 10-15% uplift in GRR and NRR through early engagement value
- Greater capacity for PMs and leaders to focus on strategic work
- Repeatable, scalable onboarding process across all new clients

**What You Will Bring**

To succeed in this role, you will need a combination of experience, technology skills, personal qualities, and education.

**Required Qualifications**
- Strong business acumen and the ability to help customers articulate their goals and connect them to Prophix's value proposition for early success._
- Bachelor’s degree in Business, Communications, Project Management or a related field
- Strong operational acumen and attention to detail
- Exceptional communication skills (internal and client-facing)
- Confident leading onboarding calls with enterprise clients
- Ability to lead cross-functional engagement with authority and clarity
- Familiarity with Prophix platform or ability to gain consultant-level proficience
- Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport.

**Preferred Qualifications**
- Experience in onboarding, customer success, or project operations
- Understanding of data readiness and implementation planning
- Familiarity with Zendesk, Pendo, or LMS platforms

**Why join?**

**A solid foundation and a bright future**

Prophix has been a pioneer in finance technology for 35 years and counting. And to further our mission and vision, we’re proud to work with our investors, Hg Capital, to grow our business and