Remote Senior Onboarding Specialist

Title: Sr. Onboarding Specialist

Salary: Based on Experience + Benefits + Vacation
Location: Remote (Canada)
Length: Full-time, Permanent

Reporting Manager: Onboarding Team Lead

About Us:

At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.

About You:
We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope.

At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we’d love to learn more about you!

Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success.

Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.

Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.

Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing.

Responsibilities:

Oversee the onboarding process for Tier 3, Tier 4, and Enterprise customers, ensuring timelines are met and expectations are exceeded. Coordinate efforts to transition customers smoothly from previous systems or to new implementations.

Deliver tailored online product training sessions that address the specific business needs of each client, ensuring they are fully equipped to leverage our solutions effectively.

Maintain proactive communication with customers throughout the onboarding journey, providing regular updates via email, phone, or web conferencing to keep them informed of progress and milestones.

Work closely with various teams to resolve onboarding-related issues and facilitate activities that enhance the client experience, ensuring alignment across departments.

Collaborate with and mentor peers within the onboarding team, sharing best practices and fostering a culture of continuous improvement and support.

Participate in strategic planning sessions for key accounts, contributing insights and strategies that align with overall business objectives and client success.

Actively contribute to internal projects and the development of resources that enhance department efficiency and effectiveness, promoting knowledge sharing and innovation.

Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers.

Utilize data reporting and analytics to derive actionable insights, influencing business decisions and enhancing service delivery for Tier 3, Tier 4, and Enterprise accounts.

Address and manage support tickets with urgency, maintaining a solutions-oriented approach to resolve client issues promptly.

Skills & Qualifications:

2-3 years of hands-on experience supporting enterprise-based customer implementation and/or onboarding projects, preferably for a SaaS enterprise solution

Adept at building relationships and collaborating effectively with all levels of the organization

You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity

You can build rapport and collaborate with coworkers and clients

You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes

Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences.

An active, empathetic listener, with excellent written and verbal communication skills.

Thoughtful, curious, and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals/objectives.

Detail-oriented multitasker, capable of prioritizing and managing time efficiently and effectively; handle/manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment.

Working knowledge of Microsoft Office 365

Intermediate Excel skills

Experience using CRM Platforms (Zoho)

Experience using ticketing systems (Jira)

Please note that those who meet the qualifications for the position will be contacted directly.

We appreciate you taking the time and look forward to reviewing your application.

WellnessLiving is an equal opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, colour, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.