Customer Onboarding Specialist

FacilityOS•North York, ON

1d•CA$55,000 - CA$65,000•Hybrid

About The Position

FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world. As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum. We’re proud to be recognized as one of Canada’s Best Workplaces™ for 2026, based on direct employee feedback—reflecting a culture built on trust, support, and high performance. If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career. This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired. To support our growth, we are expanding our Customer Success team and are looking for a Customer Onboarding Specialist. Working in Customer Onboarding, you will be responsible for owning the entire FacilityOS onboarding process, from training to kiosk hardware delivery, delivering first value, and project managing a successful implementation. In implementing FacilityOS to large global enterprises, you’ll be focused on helping customers achieve a fast time to value, building confidence in our platform’s solution by owning the entire post sales setup experience. Client Consultation: Run productive onboarding calls and training sessions with customers to educate and guide through configuration process - you thrive on teaching and are a very extroverted person. This is a very customer facing role. Consult with the client to gather and document use case configuration requirements. Take point on resolving implementation issues: Hardware delivery, software setup accuracy. Make sure FacilityOS’s software product is configured according to customers’ use cases and outlined configuration workflow in order to drive fast adoption upon launch. Onboarding Project Management: Own and manage the customer relationship from the point of sale through successful implementation of FacilityOS. Coordinate hardware deployment either internally or to 3PL. Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required. Focus on achieving high customer onboarding satisfaction scores and delivering fast time to value. Build customer accounts within the FacilityOS portal according in alignment with compliance guidelines. Handle customer workflow, facility, and personal information according to sensitive data handling best practices. Review Deals won notes to determine roll out challenges and plan accordingly. Take initiative on special projects to improve onboarding processes in alignment with FacilityOS customer journey. Oversee the deployment function, handling the packaging for deployments as needed.

Requirements

You are very extroverted and are comfortable leading multiple training sessions a day
You love talking to clients from all walks of life - we are a tech company with clients across the globe
Be very solution oriented and able to communicate and collaborate with your team members and colleagues
You are very strategic and organized - you will oversee many onboardings at once
You have an owner's mindset, with an ability and inclination to be hands on in all aspects of the customer onboarding.
Effective multi-tasking, outgoing communication, to maintain implementation SLA and positive CSAT.
As part of a fast-growing startup, you are willing to wear multiple hats when needed and want to provide feedback to help mature the onboarding process based on your experience.
You have experience working in SaaS companies with a client-facing role onboarding clients.
You are independent and proactive - You can search in all available resources available and if you can’t find the answer, you reach out and document the answer for future use.
2+ years of project management, SaaS onboarding, account management or involvement in other customer success positions
Ability to juggle priorities and thrive under pressure.

Responsibilities

Own and manage the customer relationship from the point of sale through successful implementation of FacilityOS.
Coordinate hardware deployment either internally or to 3PL.
Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required.
Focus on achieving high customer onboarding satisfaction scores and delivering fast time to value.
Build customer accounts within the FacilityOS portal according in alignment with compliance guidelines.
Handle customer workflow, facility, and personal information according to sensitive data handling best practices.
Review Deals won notes to determine roll out challenges and plan accordingly.
Take initiative on special projects to improve onboarding processes in alignment with FacilityOS customer journey.
Oversee the deployment function, handling the packaging for deployments as needed.
Run productive onboarding calls and training sessions with customers to educate and guide through configuration process.
Consult with the client to gather and document use case configuration requirements.
Take point on resolving implementation issues: Hardware delivery, software setup accuracy.
Make sure FacilityOS’s software product is configured according to customers’ use cases and outlined configuration workflow in order to drive fast adoption upon launch.