Client Launch Specialist

The Client Launch Specialist ensures customers transition smoothly from the sales process into active, informed and confident users of Rivercity’s solutions. Leveraging their onboarding expertise, they act as a bridge between sales and customer success and set the tone for long term customer satisfaction, retention and expansion.

The Client Launch Specialist develops and executes detailed onboarding plans that capture key milestones and deliver on customer expectations in alignment with contract terms. They are our customers’ key point of contact beyond the first 90 days.

This role combines skills in project management, communication, relationship building and requires technical acumen with a passion for helping customers realize value for their investments.

**Key competencies include**:

- Demonstrated project management and coordination skills; PMP or Agile certification is an asset.
- Strong verbal and written communication skills with both technical and business audiences.
- Proficiency in CRM and project tools.
- Proven ability to manage multiple clients simultaneously with high attention to detail and professionalism.

**About Rivercity Innovations**

Based in Saskatoon, Saskatchewan, Rivercity Innovations provides innovative reliable and scalable IoT-based solutions that ensure product integrity, reduce waste, minimize carbon footprints, and enhance operational efficiency across industries worldwide. Our sensors are deployed by grocery, pharmacy, restaurant, property management and delivery customers who depend on real time data to protect their assets and investments.

**What you’ll get to do as a Senior Onboarding Specialist**
- Lead end-to-end onboarding for new customers, including virtual training sessions, ensuring all deliverables align with project scope, timeline, and success metrics.
- Develop and manage detailed onboarding plans, track milestones, and proactively communicate progress to clients and internal teams.
- Facilitate kickoff meetings, requirement-gathering sessions, and implementation check-ins.
- Serve as the primary point of contact during the onboarding period.
- Translate technical workflows into client-friendly documentation and guides.
- Partner with Sales, Technical, and Product teams to refine onboarding handoffs and feedback loops.
- Identify recurring onboarding challenges and collaborate with Product or Engineering to resolve root causes.
- Analyze trends, identify process improvements, and recommend automation or standardization opportunities.
- Contribute to documentation libraries, onboarding templates, and client success playbooks.
- Develop post-pilot reports for customers, highlighting solution impact, key insights, and quantified value such as losses prevented.

**What you’ll need to be successful**
- 5+ years of experience in SaaS onboarding, technical implementation, or customer success — ideally within IT services, or software environments.
- Demonstrated project management and coordination skills; PMP or Agile certification is an asset.
- Strong verbal and written communication skills with both technical and business audiences.
- Proficiency in CRM and project tools such as Salesforce, HubSpot, Asana, or Jira.
- Proven ability to manage multiple clients simultaneously with high attention to detail and professionalism.
- Excellent listening and relationship-building skills with both technical and non-technical stakeholders.
- Ability to guide clients through adoption resistance and ensure organizational readiness.
- Bilingual abilities, particularly in French or Spanish, are an asset.

**Experience**:

- IT services or software environment: 5 years (preferred)

**Language**:

- French or Spanish (preferred)

Work Location: In person