Salary Range: $75,000.00 To $90,000.00 Annually

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 explicit 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 u p

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 busin

📌 Customer Onboarding Specialist, STaR (Vancouver)
🏢 Operto
📍 Vancouver