Partner Onboarding Specialist

Taiv•Winnipeg, MB

6d•CA$55,000 - CA$58,000•Hybrid

About The Position

Taiv is a fast-growing tech startup located in Winnipeg, Canada. Taiv uses AI to make business TV more fun, engaging, profitable, and easier to manage, starting with bars and restaurants. We've built proprietary tech that uses computer vision to watch live TV and improve the content with contextually-aware commercials, content, and games. Our tech also automates the manual AV tasks that venues have to do every day, to make bar management easier, standardized, and more profitable. We're venture-capital backed and graduated from Y Combinator, the world's top tech accelerator, in winter 2020. Program alumni include Airbnb, Instacart, DoorDash, etc. (www.ycombinator.com/topstories). We are looking for an Onboarding Specialist to join our growing team! Taiv signs new bars and restaurants every week, and every one of them needs to get from a signed contract to live screens. That gap is where this role lives. A venue that goes live in a week starts earning revenue and stays happy. A venue that sits in a queue for a month starts wondering what they signed up for. You'll own that stretch end to end. You'll be the person the venue hears from after the contract is signed, the one coordinating the install, and the one making sure the screens are configured correctly before you hand the account off. It's a coordination job with real numbers attached: how many venues you get live, and how fast.

Requirements

1-2 years in a client-facing coordination, operations, onboarding, or customer success role where you were responsible for keeping things on schedule.
Experience managing external clients or partners directly, not just internal teams.
Comfortable working out of a CRM. You don't need to know our stack on day one, but you should have used something similar.
You follow through relentlessly. When something is waiting on someone else, you don't consider it off your plate.
You stay on top of a lot of moving pieces without dropping any. You have a system, whether that's a tracker, a checklist, or something you built yourself.
You're comfortable talking to restaurant operators who aren't technical. You can explain what needs to happen without jargon and without making anyone feel dumb.
You're not intimidated by hardware. You don't need an AV background, but you should be the kind of person who reads the manual and figures out which input the cable is in.
You spot broken process and want to fix it. When something is manual and repetitive, your instinct is to write it down and make it repeatable.
You're comfortable on the phone. A lot of this job is picking up and calling a venue manager you've never met, and you'd rather make the call than send another email.
You move with urgency. A venue sitting idle bothers you.

Nice To Haves

Restaurant, bar, or hospitality experience. You'll be talking to venue managers all day and knowing how a service shift runs goes a long way.
Basic AV or IT troubleshooting background.
Experience at a startup where the process was still being built.
You've written an SOP or an onboarding checklist before.

Responsibilities

Own the queue. Every newly signed venue lands with you. You'll track all of them at once, know exactly where each one sits, and make sure none of them go quiet for a week because someone forgot to follow up.
Get the install scheduled. You'll coordinate between the venue, our AV technicians, and the sales rep who closed the deal. That means confirming screen counts, checking wiring and internet requirements before anyone shows up, and locking a date that works around the venue's service hours.
Chase the people who don't call back. Restaurant managers are busy and onboarding is rarely their top priority. A lot of this job is polite, persistent follow-up until the install is on the calendar.
Troubleshoot the basics over the phone. Inputs, cabling, wifi, cable boxes. You won't be doing the installs yourself, but you'll be the first call when something isn't working and you'll need to figure out whether it's a five minute fix or a truck roll.
Make the process better. You'll see the same problems repeat. Document what works, standardize it, and cut steps out. This should be a faster job six months from now than it is on your first day.