Program Success Specialist (INTERNAL ONLY)

iQmetrix

6h • Hybrid

About The Position

To ensure the overall success and adoption of the iQ Pay program across the organization and client base. This role acts as the subject matter expert (SME) for iQ Pay, driving operational excellence through onboarding, support, documentation, and cross-functional collaboration. The Program Success Specialist will champion program knowledge internally, enabling teams and clients to maximize value from iQ Pay.

Responsibilities

• Directly support onboarding and Tier 1 support of iQ Pay customers
• Maintain deep knowledge of iQ Pay functionality, workflows, compliance requirements, and integration points.
• Serve as the go-to resource for internal teams and clients on all iQ Pay-related questions.
• Act as Tier 2 escalation point for complex iQ Pay issues; collaborate with Product, Engineering, and Operations for resolution.
• Monitor program health metrics and proactively address risks or recurring issues.
• Create and maintain helpfiles, FAQs, and process documentation for iQ Pay (including onboarding, payouts, chargebacks, hardware setup).
• Deliver training sessions and enablement materials for internal teams (Sales, Support, Finance) and clients.
• Partner with Product Managers, Operations, and Client Experience to align program improvements and roadmap priorities.
• Track KPIs such as onboarding cycle time, support resolution SLAs, and adoption rates.
• Identify gaps in process or training and propose enhancements to improve program success.

Benefits

• Begin your journey with a competitive starting salary!
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family.
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program.
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program!
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance.
• Give back with up to 6 days of paid time off annually for volunteering or personal learning.
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed