Onboarding Manager/ Specialist

5 days ago

Ottawa, Canada Lim Geomatics Full time

**About you**:
You are a self-motivated, result driven and engaged individual who enjoys collaborating in team-based environment. You put the customer at the center of everything you do and pride yourself in ensuring their success. Within the customer success team, your goal is to ensure our customers on-board, adopt, and achieve the value they want from all of our products and solutions. As an onboarding specialist, you will ensure our onboarding process is impactful, efficient, and repeatable, and that we can activate new customer subscriptions with confidence. You will work closely with technical Customer Success and Support team members, and also with Product teams to ensure our products are achieving the results customers need. You are eager and motivated to build contacts and advocate for the customer while also positioning yourself and Lim Geomatics as trusted advisors to the customer’s technology strategy.

**What you’ll do and how you’ll make an impact**:

- Understand and master the use and training of our FGP Products (specifically Stratus, Prism, and AFRIDS)
- Be responsible for a portfolio of customers who use our products
- Be responsible for onboarding customers for these products, ensuring on-time delivery and realization of customer value
- Connect with customers throughout their customer journey to ensure success in using our products
- Assess, manage, and communicate customer satisfaction, pain points, and opportunities with other teams within Lim Geomatics
- Work with customers to grow, improve, and expand use of the FGP within their business
- Keep a pulse on trends within your customers and the industry as a whole
- Challenge the customer success team to constantly improve our process and metrics

**What we’re looking for**:

- You have 4+ years of customer facing experience with SaaS products
- Deep understanding of B2B (Enterprise and SMB) SaaS onboarding
- Familiarity with customer success frameworks, metrics, and best practices
- Familiarity with managing both large Enterprise and SMB customers
- Excellent written and oral communication skills, including experience presenting to technical and non-technical audiences, participating in the sales process, and handling sensitive customer escalations.
- Ability to work individually and collaboratively within a team environment
- Tech savvy and eagerness to learn new technology and practices
- Familiarity with forestry or geospatial software would be a benefit
- Ability to speak English and French

**Why You’ll Love It Here (5 Reasons to Join)**
- **Diversity**:We are a diverse team, proud to have people from different backgrounds
- **Collaboration**: As a team, we grow, collaborate, and deliver cool stuff that works
- **Culture of innovation**: We invest in R&D to deliver the best solutions for the forestry industry
- **Technical excellence**:We build technology that drives efficiency and productivity
- **We have fun**: We are a great place to work, learn, grow, and have fun

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