CX - Onboarding Specialist - Toronto

The Role:

We are seeking a proactive, detail-oriented Onboarding Specialist to help new partners seamlessly integrate with our platform and realize value quickly. You will guide partners through onboarding, from connecting integrations to facilitating payment migrations, ensuring a smooth transition.

Reporting to the Director of Customer Success, you will be the first point of contact for new partners. This role requires technical expertise, strong communication, organizational skills, and a customer-focused mindset. The ideal candidate is a problem-solver who thrives in a fast-paced environment and can clearly articulate our platform’s value.

As a key team member, you will build strategic B2B partnerships, managing the end-to-end onboarding experience to help partners and customers transition successfully and address business challenges. You will be involved in onboarding, implementation, engagement, and relationship management. We encourage innovation and value insights to enhance the customer experience, satisfaction, retention, and advocacy.

Candidates should be based in Toronto. This hybrid role requires in-office collaboration 3x per month, with potential for increased office time. Expect engaging team-building activities as part of our dynamic culture.

Key Responsibilities - What you will do

• Lead onboarding for new partners from the moment they are handed off by sales until they are activated and stable.

• Assist partners with integrations into PSA tools, accounting software, and ERP systems.

• Provide hands-on guidance for migrating customer payment methods from previous processors to our platform.

• Conduct training sessions to educate partners on platform functionality, automation features, and best practices.

• Clearly communicate the value of our feature set and platform to accelerate adoption and improve time to value.

• Ensure all required documentation and compliance checks are completed. 

• Stay up-to-date with the latest product updates and roadmap to provide accurate and relevant support.

• Troubleshoot technical issues, working closely with engineers to ensure a smooth onboarding experience.

• Update partner Salesforce records to include updates on the onboarding process.

• Gather partner and end customer feedback to identify areas for improvement in Alternative’s products or services.

• Collaborate cross-functionally with sales, customer experience, operations, product and engineering teams to optimize the onboarding process.

• Track partner progress and ensure they are set up for long-term success on our platform.

What you will Bring (Requirements):

• Education: A degree in communications, psychology, sociology, information technology, or a related field is preferred.

• Experience: 2-3 years of experience in a customer-facing success, onboarding role, account management or technical support (preferably in payments, SaaS or fintech). 

• Technical Skills: Proficient in troubleshooting software issues. Familiarity with various operating systems and software applications. Understanding of software integrations with the ability to communicate technical concepts to non-technical users.

• Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information to non-technical users.

• Customer Focus: A strong commitment to customer satisfaction and a customer-centric approach.

• Time management: Ability to manage multiple onboarding projects simultaneously and drive timely activation.

• Problem-Solving: Strong analytical, decision making and problem-solving skills.

• Teamwork: Ability to work collaboratively with team members and other departments.

• Self-starter mentality: Have the ability to be self-sufficient and autonomous to meet goals in a remote setting. You thrive in a fast-paced, rapidly growing company.

Nice to have

• Payments experience 

• SaaS experience

• MSP experience

• Sales engineer experience 

• Technical background  

About Alternative Payments

Alternative Payments is an early-stage B2B payments and checkout infrastructure company, tackling $28T of US B2B payments. Alternative’s white-label, purpose-built payment portal (pay.[customer].com) provides a domain that customers may visit and view outstanding / due invoices anytime and pay via financing, ACH and credit cards. The platform integrates directly with a company’s invoicing software and reconciles all transactions to its accounting software, providing a fully-integrated approach that does not exist, outside of custom ERP applications. Our customers are paid 40% faster, leveraging Alternative Payments.

Compensation

Total compensation range for this role is $85 - $90k CAD.  The range displayed on each job posting reflects the approximate total target compensation for the position.  Within the range, individual pay is determined by factors including relevant skills, experience, education/training.  

What We Will Offer: 

• Competitive Compensation: We want you to feel like an owner, which should be reflected in your salary and equity 

• Remote-first Company: We do our best work when we're balanced, so every employee gets flexible vacation and working hours 

• Top Tier Benefits: Every employee has access to great Health, Dental, and Vision insurance 

• Mission-first Colleagues: We value a culture of authenticity, humility, and excellence. We want you to leave your thumbprint on our company 

Our Values: 

• Transparency & Honesty: We operate with transparency to our customers, investors, and other partners, every step of the way. 

• Dependability: We are dependable. We do what we say we are going to do and we do not cut corners. 

• Partnership: We are partners to our customers, investors, and each other, and work together to solve exciting massive problems. 

• Revolutionary & Boldness: We are revolutionary & bold. We break down barriers and walls to build our own walls in a stronger, safer, and simpler manner. 

• Diversity & Inclusion: We work together with people of all backgrounds and seek different viewpoints to generate stronger partnerships and create a stronger, more inclusive company and world.