Onboarding Strategist

Agility PR Solutions•Toronto, ON

9d•Remote

About The Position

The Onboarding Strategist owns the first 60 days of the mid-market client lifecycle, translating each client’s PR objectives into a structured onboarding plan that drives early adoption and accelerates time-to-value. Acting as the client’s primary point of contact from sales handoff through go-live, this role combines strategic discovery, intentional platform configuration, and tailored training to ensure clients are confident and active on Agility’s solutions before transitioning to ongoing account management. This is a strategic activation role, not a passive training role. The Onboarding Strategist uncovers the underlying business drivers behind each client’s stated requirements, designs an account configuration that aligns with their reporting and workflow goals, and leads structured onboarding sessions that build platform fluency. They lead configuration thinking, Boolean searches, monitoring frameworks, dashboards, and alerts, partnering with the Support team to execute technical setup and resolve issues efficiently. At the end of onboarding, the Onboarding Strategist delivers a structured, insight-driven handoff to the Client Success Manager and Account Manager, ensuring continuity of momentum and a clear understanding of client goals, stakeholders, configuration logic, and open risks. Working closely with Support, Product, Engineering, Sales, and Account Management, this role is foundational to the mid-market client experience and to long-term retention.

Requirements

Post-secondary diploma or degree in Public Relations, Communications, Media, Marketing, or a related field.
2–3 years of experience in client-facing SaaS roles (Onboarding, Implementation, or Customer Success), with demonstrated ownership of activation or adoption outcomes.
Strong technical aptitude with proven ability to design and configure platform setups against business requirements; experience with Boolean queries is a strong asset.
Excellent verbal and written communication skills, with experience leading discovery conversations and training sessions for both day-to-day users and senior stakeholders.
High emotional intelligence and listening skills, with the ability to build trust quickly.
Strong business acumen and the ability to translate diverse client goals into structured onboarding plans.
Proven experience delivering virtual trainings, product walkthroughs, and onboarding sessions.
Highly organized, detail-oriented, and comfortable managing multiple onboarding engagements simultaneously.
Strong CRM discipline (Salesforce preferred) and a high standard for documentation.

Nice To Haves

Knowledge of PR workflows, media monitoring, or measurement tools is an asset.

Responsibilities

Lead client discovery and onboarding planning, uncovering underlying business drivers and translating PR objectives into a structured onboarding roadmap with defined milestones and success criteria.
Drive intentional account configuration, designing Boolean searches, monitoring frameworks, dashboards, alerts, and workflow alignment to support each client’s reporting and operational goals.
Partner with the Support team on technical setup and configuration execution, leading the configuration thinking while leveraging Support to deliver against agreed timelines.
Deliver structured onboarding sessions and tailored, role-based training grounded in real PR workflows, ensuring users are confident and active on the platform.
Accelerate time-to-value by monitoring early engagement signals, proactively identifying and mitigating onboarding risks, and maintaining responsiveness to preserve momentum.
Own a clean, structured handoff to the CSM and Account Manager at the end of onboarding, including documented workflows, value achieved, key stakeholders, configuration logic, and open risks.
Maintain accurate Salesforce records of onboarding milestones, key decisions, stakeholder dynamics, and configuration rationale.
Collaborate cross-functionally with Support, Product, Engineering, Sales, Marketing, and Account Management to remove blockers and escalate emerging concerns.
Surface patterns and client feedback to inform onboarding playbooks, configuration best practices, and product enhancements.