Customer Onboarding Specialist, STaR

Customer Onboarding Specialist, STaR

Vancouver, British Columbia, Canada · Customer Success · Hybrid 

Role Overview:

We are looking for a talented Onboarding Specialist to join our growing Customer Experience team. This role will be responsible for supporting our customers as they onboard with us and ensuring everything is set up correctly within our software. Your main focus will be to help customers drive adoption of our portfolio of services.

As a part of the CX team you will work very closely with Sales and our Support and Customer Success teams. This is a great opportunity for someone who enjoys solving complex problems and is driven to provide an exceptional customer experience to our customers. You will be working directly with clients to maintain and grow relationships built during the Sales cycle, ensure they are set for success from day 1, and you will identify expansion opportunities with the goal of achieving negative net churn. 

Role Responsibilities

• Lead the onboarding and training of new customers across Operto Teams and Operto Core.

• Collaborate closely with Sales and Customer Success throughout the customer lifecycle to ensure smooth, well-documented transitions at every stage — including delivering a thorough, well-prepared handoff to the Customer Success team once onboarding is complete, so customers experience continuity rather than a reset.

• Lead re-training or additional training sessions for existing customers across Operto Teams and Operto Core..

• Support the Customer Success team in building long-lasting customer relationships and becoming trusted advisors on Operto’s product offerings.

• Act as a point of escalation for account or service issues related to onboarding, developing clear action plans to resolve problems quickly and efficiently.

• Provide consistent, prompt, and high-quality support to customers throughout the onboarding process. Support requirements may include weekdays, weekends, evenings, and occasional late-night hours depending on customer needs.

• Support daily customer operations by responding to questions, investigating concerns, and following up on reported issues.

• Perform hardware and software troubleshooting to support successful customer implementations and resolve technical issues.

• Develop and apply testing processes for new and existing products to ensure solutions meet customer needs and expectations.

• Set clear customer expectations and coordinate internally to ensure onboarding tasks and deliverables remain on schedule. Proactively identify risks and recommend solutions to prevent or minimize delays.

• Continuously strengthen internal product knowledge through reference materials, competitive intelligence, and sales enablement resources.

• Oversee product training and certification for new employees, ensuring they develop a strong understanding of Operto Teams and how to effectively position the product.

• Partner with Sales and Customer Success to identify growth and expansion opportunities within the customer portfolio.

• Partner with the Sales team to demonstrate how Operto Teams can address prospects’ operational challenges and specific business needs.

  • Develop customized solutions and demonstrations based on prospect requirements.

  • Provide ongoing support throughout the sales process by addressing follow-up questions and creating supporting resources, including product videos, demo snippets, and onboarding plans.

• Support the Customer Success team with customer expansion and churn mitigation by joining customer meetings, addressing product concerns, and helping customers get greater value from Operto’s solutions.

• Perform other duties as required to support customers, the team, and broader business objectives.

Role Requirements

• Bachelor's degree required

• Experience with HubSpot or a similar CRM is an asset.

• 3+ years of experience managing customer implementations, onboarding projects, or complex software deployments, ideally within a SaaS or technology environment. Experience in customer service or customer success is an asset.

• Strong communicator with excellent written and verbal skills

• Comfortable learning and demonstrating technical products, with the ability to troubleshoot basic hardware and software issues.

• Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they come up

• Strong analytical skills, with the ability to interpret onboarding metrics and data within the CRM (e.g., time-to-value, onboarding completion rates, customer touchpoints) to continuously identify bottlenecks, improve the speed and quality of the onboarding process, and prioritize tasks based on business impact.

• Proven expertise working in a fast-paced environment, managing multiple customer needs and priorities simultaneously.

• Organized with the ability to keep an overview of several simultaneous implementation projects 

Why we love working here

• Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!

• Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.

• Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.

• Dynamic & Supportive Team: Join a high-achieving, collaborative team that supports growth, and celebrates success together.

• Hybrid Work: Enjoy the flexibility of hybrid work opportunities while staying connected with our team. 

• Winter Break: We have a reduced working schedule from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.

• We’re champions of diversity. Our diverse backgrounds, skills, and abilities make us stronger. We work hard to make Operto a place where everyone feels welcome, respected and supported. 

Operto is an equal-opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability status. We are committed to providing accommodations in all parts of the hiring process. Upon request, we will work with you to meet your needs.

We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.