• Act as the primary owner of the onboarding and implementation process • Lead customers from post-sale handoff through successful go-live • Create and maintain implementation plans, milestones, risks, and dependencies • Align on success criteria — define what a successful go-live looks like from the customer's perspective • Build and share the implementation project plan with clear milestones and named owners on both sides • Establish a regular cadence — weekly syncs, status updates, and a defined escalation path • Drive accountability across both customer and internal teams • Ensure customers understand the implementation process, timelines, and success criteria • Guide customers through onboarding activities required to achieve production readiness • Track onboarding progress and proactively intervene when projects fall behind • Validate completion of implementation milestones and success criteria

Role Description Do you love working with technology and helping customers succeed? Are you passionate about delivering an exceptional onboarding experience that sets clients up for long-term success? As a Senior Client Onboarding Specialist, you will be instrumental in guiding new clients through a seamless and successful transition as they integrate our platform into their operations. You will lead the onboarding journey, customizing implementation plans to fit each client’s unique needs, ensuring they get the most value from our solution. Your ability to build strong relationships and provide proactive guidance will be critical as you serve as the primary point of contact, overseeing the setup, configuration, and training process. You’ll collaborate cross-functionally with Sales, Product, Engineering, and Support teams to address client-specific challenges and ensure a smooth experience. This role is ideal for someone who thrives in a fast-paced environment, has strong technical aptitude, and enjoys working with clients to drive successful software adoption. If you have experience in HR, payroll, or timekeeping solutions—and are bilingual in English and French—you’ll bring even more value to this key position. Qualifications - 3+ years of experience in Client Onboarding, Implementation, Technical Support, Customer Success, or a related role within a SaaS environment. - Strong interpersonal skills, with the ability to build relationships and foster trust with clients. - Technical aptitude and problem-solving skills, with experience configuring SaaS platforms and troubleshooting basic setup issues. - Strong proficiency in Excel. Can build pivot tables, XLOOKUPS, etc. - Experience using CRM or onboarding tools such as Salesforce, Zoho, Asana, and/or Zendesk. - Familiarity with change management principles and training methodologies to drive software adoption. - Ability to create and improve documentation, knowledge base articles, and training resources to streamline the onboarding experience. - Excellent verbal and written communication skills, with the ability to conduct engaging training sessions and presentations. - Strong project management skills, with the ability to juggle multiple onboarding projects and meet deadlines. Requirements - Lead clients through the onboarding and implementation process, ensuring a seamless setup and impactful training experience. - Act as the main point of contact, proactively addressing client questions, concerns, and technical requirements. - Configure and tailor the platform to align with each client’s unique business processes and compliance needs. - Collaborate with cross-functional teams—including Sales, Product, and Engineering—to resolve client-specific challenges and enhance their experience. - Provide hands-on training and guidance to ensure smooth adoption, leveraging change management best practices. - Develop and refine onboarding materials, including help guides, playbooks, and knowledge base documentation, to enhance the client experience. - Identify opportunities to optimize the onboarding process by gathering client feedback and working with internal teams to implement improvements. - Troubleshoot technical setup issues, working closely with Engineering and Support teams to resolve implementation roadblocks. Benefits - Opportunity to work with a dynamic and growing team in the SaaS space. - Direct impact on customer success and product adoption. - Cross-functional collaboration with Sales, Product, and Engineering teams. - A culture that values innovation, customer-centricity, and continuous learning. - The base salary for this position is $60-70k, depending on experience, plus variable pay based on performance, and stock options. - We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person. - We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary. - We support your growth with a personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it! - We offer no-wait benefits, including dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.

• Provides leadership, support, advocacy and vision to onboarding and offboarding coordinators and support staff • Works in collaboration with the Global Executive Director and HR Management • Oversees a team of supervisors working in Onboarding and Offboarding • Develops new strategies and programs to streamline the onboarding and offboarding process • Works with the onboarding team to bring in new volunteers • Ensures all necessary documentation recorded for new volunteers • Works with the offboarding team to remove inactive volunteers from all platforms • Communicates with managers in other departments about new team members • Works closely with recruiting the manager and other HR Supervisors to share best practices, provide assistance on critical needs and coordinate on global-level initiatives • Performs other related duties as assigned • Oversees the daily workflow of the department • Provides constructive and timely performance evaluations

• Own the product roadmap for KYC, KYB, and onboarding — the systems that decide who gets access to Sphere's infrastructure and how fast they get there, for both businesses and individuals, balancing conversion speed against the compliance rigor regulated financial infrastructure demands. • Drive strategy for the onboarding API and SDK, making it easy for integrators to build on Sphere's onboarding and compliance programs directly. • Shape our risk rating program in partnership with compliance — the models and workflows that determine how customers are tiered, reviewed, and monitored. It starts in onboarding and will feed Sphere's broader compliance engine. • Build internal tooling that helps compliance and operations move faster without sacrificing controls: case queues, review workflows, escalation paths, and decision audit trails — translating regulatory requirements into product specs along the way. • Organize and prioritize engineering work in your domain: writing specs, weighing tradeoffs, and unblocking execution day-to-day. • Define and track the metrics that matter: onboarding conversion, time-to-approval, false positive rates, manual review volume, and operational efficiency.