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Onboarding Manager

2 weeks ago

Vancouver, British Columbia, Canada Intiveo Full time
Onboarding Manager

As an Onboarding Experience Manager at Intiveo, you'll be the first impression and trusted guide for our new clients. You are the first trusted partner clients work with after signing, guiding them from the initial kickoff through full adoption of our Patient Engagement platform.

You'll translate big goals into actionable steps, build strong relationships, and show clients how Intiveo can elevate their workflow, efficiency, and overall patient journey. Your focus is to reduce "time to value," ensure a seamless transition into the platform, and equip clients with the workflows, knowledge, and confidence they need to achieve their business goals. Success in this role means delivering best-in-class onboarding, driving early product adoption, and building strong client advocacy from day one.

Who Are We

Intiveo is a leading cloud-based patient engagement platform used by 15,000 practitioners to communicate with over 18 million patients. Our goal is to continuously improve patient care by understanding communication needs, behaviors, and preferences – resulting in successful treatment outcomes.

What You'll Do

  • Own & Lead the Onboarding Journey
  • Manage a portfolio of new client onboardings, delivering a structured, predictable, and delightful onboarding experience.
  • Create customized onboarding plans based on the client's goals, practice workflows, and operational requirements.
    Conduct meetings, establish clear expectations, define success metrics, and guide clients through each onboarding milestone.
  • Train & Empower Clients
  • Provide best practices that increase adoption and enable clinics to become self-sufficient power users.
  • Demonstrate how Intiveo enhances clinic efficiency, patient communication, and end-to-end experience.
    Deliver high-impact product training tailored to each customer's role, workflows, and business strategy.
  • Optimize Configuration & Platform Setup
  • Ensure accounts are configured for maximum efficiency, accuracy, and alignment with the patient journey.
    Audit account setups for gaps, recommend enhancements, and implement improvements.
  • Drive Early Adoption & Time-to-Value
  • Use onboarding metrics, usage insights, and customer goals to accelerate adoption.
  • Identify potential risks early and proactively address barriers to ensure clients stay on track.
    Conduct live customer satisfaction review meeting to present onboarding progress, gather feedback, and validate that clients are achieving their expected outcomes and ensure smooth transition to support.
  • Cross-Functional Collaboration
  • Collaborate with Sales to ensure alignment on client expectations, goals, and platform usage.
    Partner with Tech Ops to manage escalations to resolve bugs or implementation issues.
  • Continuously Improve Onboarding Programs & Processes
  • Identify inefficiencies or gaps in the current onboarding workflow and recommend process improvements.
  • Provide feedback to the Product team to improve onboarding flows, reduce friction, and enhance the customer journey.

Who You Are

  • 3+ years' experience in onboarding, implementation, project management, customer success, or a related client facing SaaS role
  • Exceptionally organized and proactive, with a talent for managing competing priorities and solving problems creatively
  • A proactive problem-solver who can anticipate needs, address potential risks early, and adapts confidently even when things feel a bit unclear
  • Confident communicator with strong verbal, written, and presentation skills—comfortable and enthusiastic presenting on Zoom or in front of a group
  • Tech-savvy and quick to learn new tools
  • Comfortable speaking up, sharing ideas, and actively contributing to continuous improvement.
  • Detail-oriented with a strong commitment to quality and delivering consistent, repeatable outcomes.

Bonus Points

  • Experience with dental/medical practices, patient experience platforms, or practice management software
  • Familiarity with Customer Experience tools (Totango, Zendesk, Salesforce, etc.)
  • A strong understanding of customer journey design or process optimization
  • Experience in customer service, especially in roles that required strong communication and problem-solving

How Success is Measured

  • Time to Value - How quickly clients recognize meaningful value from Intiveo
  • Days in Onboarding - Completion of onboarding milestones within expected timelines
  • Onboarding Completion Rate - Percentage of clients completing onboarding and achieving defined success outcomes
  • Adoption Metrics - Early usage and adoption of core features by go-live
  • Client Advocacy - Indicators like Google Reviews, testimonials, or referrals
  • Process Compliance - Accuracy and consistency in documentation, setup, and transitions

How We Give Back to Our Employees:

  • Generous vacation time
  • Wellness Fund
  • RRSP matching
  • ESOP (employee stock ownership program)
  • Annual retreat
  • Plus, your birthday off (Who wants to work on their birthday?)
  • And more

More About Intiveo

We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail. Our employees are empowered daily to see how their work helps Intiveo achieve our goal of becoming North America's #1 patient engagement platform.

Want to see more? Check out our Culture Book here )