Onboarding Consultant

Open Point

Vancouver, CAN

Contract

Mid

Hybrid

4 days ago

Project ManagementData AnalysisMicrosoft ExcelCustomer TrainingCRMAgile

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Project ManagementData AnalysisMicrosoft Excel

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About the Role

The Onboarding Consultant is responsible for serving as the primary point of contact for new customers, overseeing the onboarding process from end to end while managing customer expectations, efficiently configuring our product solutions, and executing project management.

What You'll Do

Manage and deliver implementation projects while tracking key metrics for customer adoption.
Deliver onboarding training to users and administrators of the solutions to ensure each customer is comfortable and proficient in their use and management.
Deliver technical requirements and professional data services to customers.
Develop effective project plans with milestones based on customers’ desired outcomes, use cases, and timelines; carry out practices to keep customers on track.
Work with Development and Support teams to configure solutions per customer requirements.
Proactively identify and mitigate or escalate any risks to the project or customer relationship.
Work closely with cross functional colleagues to ensure seamless handoffs, efficient problem solving, and a positive customer experience.
Act as the first point of contact and escalation point for the customer and internal teams during the onboarding period; drive resolutions in a timely, proactive manner.
Ensure visibility on customer project status and health of assigned accounts through detailed documentation and CRM hygiene.
Act as the voice of the customer during the onboarding journey to champion their needs and priorities with cross functional teams such as Product Management, Customer Success, Marketing, and Customer Support.
Provide feedback to internal teams on product enhancements and customer trends to aid in the development of technical education, marketing, and sales material.
Contribute to a supportive and collaborative team culture by sharing knowledge, offering mentorship, and participating in continuous improvement initiatives.

Skills & Experience

3+ years’ experience in Implementation, Professional Services or Project Management.
Demonstrated ability to work with data, including bulk imports, data mapping, cleaning, validation, and manipulating large volumes of data in Microsoft Excel.
Excellent organisation of data, timelines, and processes/procedures.
Strong interpersonal, problem solving, and communication skills.
Ability to self manage in a remote first environment, working independently.

Nice to Have

Project Management Professional (PMP) designation.
Experience using agile and scrum methodologies for project management.
Experience using software such as Confluence, Jira, Slack, and HubSpot.
Experience working with SRM platforms (e.g. Borealis, Jambo) or CRM platforms (e.g. Salesforce, HubSpot).
Experience performing community engagement activities.

Why Join Open Point?

Paid birthday leave annually
4 weeks of annual paid vacation
Professional development reimbursement
Annual wellness reimbursement
One off home office allowance
Generous paid parental leave options
Comprehensive extended health benefits
RRSP contribution matching

Salary Range

The base salary range for this role is CAD 65,000–CAD 85,000 CAD, depending on experience and qualifications. This role is also eligible for performance based incentives.