Spécialiste de l'implémentation - Service | Service Onboarding Specialist

Matador•Laval, QC

29d•Hybrid

About The Position

We're looking for a proactive and detail-oriented Service Onboarding Specialist to lead new customer onboarding from kickoff through successful deployment. You'll configure complex platform integrations, manage onboarding workflows, and ensure every dealership customer experiences a smooth transition onto our Matador Service platform.

Requirements

2+ years in customer onboarding, implementation, project management, or customer success roles.
Excellent communication and customer relationship skills with the ability to explain complex concepts clearly to non-technical users.
Strong troubleshooting and problem-solving abilities with a proactive approach to identifying and addressing challenges.
Ability to manage multiple onboarding projects simultaneously while maintaining attention to detail.
Technical aptitude with the ability to learn new systems quickly.
Strong organizational and project management skills.
Detail-oriented with excellent time-management abilities.
Self-motivated, proactive, and able to work independently while collaborating effectively across teams.

Nice To Haves

Experience working with CRM systems, software implementations, or SaaS platforms is preferred.
Experience in the automotive dealership industry is considered an asset.

Responsibilities

Lead new customer onboarding from kickoff through successful deployment, ensuring projects stay on schedule and exceed expectations.
Configure dealership service department workflows, AI automations, messaging sequences, and CRM integrations tailored to each client's unique needs.
Review and analyze customer requirements to align platform configurations with dealership service processes and business objectives.
Validate all platform configurations through comprehensive testing and quality assurance prior to launch.
Troubleshoot onboarding issues and collaborate with Engineering teams when technical assistance is required.
Create, deploy, and maintain automations, campaigns, and AI workflows to optimize customer operations.
Monitor onboarding progress, proactively identify roadblocks, and implement solutions to keep projects on track.
Train dealership personnel on Matador Service functionality, best practices, and day-to-day operations.
Provide post-launch support and guidance to ensure customer confidence and foster long-term success.
Maintain accurate and organized documentation of customer configurations, processes, and onboarding milestones.
Collaborate with Customer Success, Engineering, Product, and Sales teams to continuously improve onboarding processes.
Identify opportunities for platform improvements, process optimization, and internal documentation enhancements to improve scalability.