Onboarding Implementation Specialist

Customer Success · Ottawa, Ontario
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

Fellow is a Series A venture-backed startup (Craft, iNovia, Felicis) from the founders of Fluidware (acquired by SurveyMonkey).

The world of remote work has changed the way we work forever. Fellow is pioneering the future of work through its category-defining meeting productivity and team management platform. Used by teams in 100+ countries, Fellow has a broad set of customers in many different industries, such as Shopify, Hopin, GoCardless, Proxy, Warner Media, Tucows, Lemonade, KeepTruckin, and many more.


You’ll be joining an ambitious team well on its way to building the next big thing in tech - we're on a mission to help make meetings delightful for everyone and we'd love to have you on this journey with us.


When people come to work at Fellow, they love it and stay. Our retention rate is 95% and we have an employee satisfaction rate (eNPS) of 90%.*

We are currently recruiting for a temporary full-time Implementation Specialist for a 12-month term. 


The Implementation Specialist will focus on ensuring the successful and smooth transition of clients from the sales process to consistently Fellow every day. 

You will thrive in this role if you are:  

  • A highly motivated individual who is passionate about delivering exceptional service 
  • Technically proficient and a quick learner with program management skills up your sleeve. 
  • Adaptable to different client personalities while being able to establish trust and a productive working relationship.


Responsibilities:

  • Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up.
  • Educate users on how existing and new product features work, and how the platform can contribute to their business objectives.
  • Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience.
  • Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
  • Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems.
  • Create documentation and video tutorials to educate users about features and settings.
  • Collaborate in cross functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments.
  • Report bug and feature requests to engineering team


Required Skills

  • Proven track record of successfully onboarding new clients to a software solution is a must. 
  • Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset.
  • Experience working with a CRM (like Salesforce, Hubspot, Keap)
  • Experience working with clients in all levels and roles up to CEOs.
  • Ability to work independently and in a team, in cross departmental projects, and developing opportunities that further help clients maximize their use of Fellow 
  • Exceptional written and verbal skills in English.


Other details

This is a remote position that typically works Monday-Friday daytime schedule (EST). Some flexibility in working hours is required to suit customers’ needs who may be anywhere in the world, typically up to 9pm EST. 


Equal Opportunity Employer

At Fellow, we understand the value of having a diverse team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

*Retention rate as measured January 2021 to January 2022. Employee satisfaction was an employee net promoter score (eNPS) as measured independently by InvestOttawa semi-annually - results stated for Spring 2022. 

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  • Location
    Ottawa, Ontario
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level