Who We Are

Momentuum is a Canadian-owned provider of purpose-built SaaS solutions that empower financial institutions and government offices to deliver high-impact services with clarity, efficiency, and trust. Headquartered in Toronto and serving clients across North America, we specialize in secure, client-focused platforms that streamline operations, enhance communication, and support sustainable relationships with customers and constituents.

Our flagship platforms serve both public and private sectors:

- FileAssure has revolutionized the Financial Restructuring Industry across Canada by modernizing intake, records management, and client communications for licensed insolvency trustees and financial professionals.
- CivicTrack is a modern CRM and case management platform purpose-built for public offices, helping elected officials manage constituent requests, outreach, and reporting with transparency and accountability.

Our culture is built on Service First, Integrity Always, Accountability, Collaboration, and Continuous Improvement.

The Role

We're hiring an Implementation & Client Success Associate to support clients across both our FileAssure and CivicTrack platforms. This role is ideal for early-career professionals or recent graduates who are organized, client-focused, and eager to grow in a tech-enabled environment.

You'll serve as a reliable point of contact for assigned clients — guiding onboarding, supporting day-to-day operations, and ensuring clients are getting the most out of our platforms. The role also includes structured data entry and document processing tasks, which are an important part of our service delivery, though client relationship management and implementation support remain the core of what you'll do.

Bilingual candidates (English/French) are strongly encouraged to apply. Our client base spans English and French-speaking Canada, and francophone capability is a meaningful asset in this role.

What You'll Do

Onboarding & Implementation





- Guide new clients through FileAssure and CivicTrack platform setup
- Train staff on workflows, ticketing, reporting, and best practices
- Customize onboarding to each client's operational needs

Client Relationship Support

- Serve as a reliable, friendly point of contact for assigned clients
- Help clients refine workflows and improve service delivery
- Offer guidance on intake, case tracking, and communication planning

Administration and Document Processing

- Accurately enter client data and application information into our platforms
- Review and process supporting documents according to established standards
- Maintain organized records and flag discrepancies for review
- Meet turnaround timelines with a consistent focus on accuracy

Support & Engagement

- Respond to client inquiries via ticketing, video calls, and check-ins
- Monitor platform usage and suggest ways to improve adoption
- Troubleshoot issues by identifying root causes and proposing solutions
- Gather client feedback to support future product improvements

Internal Collaboration

- Coordinate with Product, Support, and Operations teams
- Maintain clear internal documentation and client activity records in Monday.com and Freshdesk

Quality Control & Configuration

- Review templates, data imports, and workflow setups for accuracy
- Escalate complex issues with clear context and recommendations

Who You Are

- Strong communicator — patient, empathetic, and professional in writing and on calls
- Highly organized and reliable, with the ability to manage multiple client timelines simultaneously




- Detail-oriented with a comfort for structured, process-driven work
- A natural problem solver who can think critically and act resourcefully
- Comfortable learning and using new technology

Bilingual (English/French) is a strong asset

Bonus: Experience with CRM or ticketing platforms such as Freshdesk, Monday.com, Salesforce, or NationBuilder

What You'll Love

- Remote-only working model with adaptable structure
- Mission-driven environment serving financial and public sector clients across Canada
- Clear career paths into Implementation, Client Strategy, Product, and Leadership
- Collaborative team with shared values and high standards

Tools You'll Use

- Freshdesk (client communication and ticketing)
- Monday.com (workflow coordination)
- Microsoft 365
- Zoom
- FileAssure and CivicTrack dashboards and reporting modules

Success Metrics

- Onboarding completion and time-to-value
- Client satisfaction and renewal rates
- Data entry accuracy and turnaround time
- Platform adoption and workflow proficiency
- Responsiveness and quality in support delivery

Interview Process

- Phone screening
- One-on-one video interview
- References

We welcome diverse perspectives. If this role aligns with your strengths and interests, we encourage you to apply — even if you don't meet every qualification listed.

Ready to make an impact? Apply now.

Job Types: Full-time, Contract Pay: $40,000.00 – $45,000.00 per year Work Location: Remote

Pay: $40,000.00-$45,000.00 per year

Benefits:

- Work from home

Application question(s):

- This is a fully remote position requiring a reliable home internet connection and a quiet workspace for client calls — do you have both? (Yes/No)
- Are you legally authorized to work in Canada? (Yes/No)

- Do you have at least 1 year experience in a client-facing role (support, account management, customer success, or similar)? (Yes/No)

Language:

- French (required)

Work Location: Remote

📌 Implementation & Client Success Associate (Canada)
🏢 Momentuum BPO
📍 Canada