Implementation Specialist (SaaS)

TL;DR

Implementation Specialist (SaaS): Provide software training and onboarding support to new multi-location business customers with an accent on platform configurations, business objective alignment, and value-added services like hirify.globalal media management. Focus on coaching clients through initial implementation, resolving issues via cross-departmental collaboration, and ensuring high customer satisfaction and time-to-value.

Toronto, Canada (Hybrid) or Vancouver, Canada (Hybrid). Fully remote until offices established, then 50/50 remote/in-office.

Salary: $60,000 to $88,000 CAD plus bonus

Company

hirify.global is the leader in AI-powered marketing solutions for multi-location enterprises, enabling local visibility across AI search, GEO ecosystems, hirify.globalal, and reviews.

What you will do

• Collaborate with Sales, Service, Engineering, Client Success, Creative Services, and Marketing to ensure smooth client handoffs and issue resolution.
• Train customers on hirify.global platform, manage configurations and setups, and provide phone/email technical support during onboarding.
• Identify client business objectives, recommend value-added services, and create documentation/training sessions to drive adoption and success.
• Track projects in ClickUp, provide feedback on platform usage/churn risks/feature requests, and escalate issues to resolution.
• Exhibit ownership of onboarding experience, adhere to TTV policies, and disseminate product updates to clients and teams.

Requirements

• 3+ years in customer-facing role for technology/SaaS company
• Exceptional written/verbal communication, presentation, and negotiating skills
• Strong organizational, analytical, prioritization, and multitasking abilities
• Technical aptitude, problem-solving, self-direction, and cross-functional collaboration
• Customer-first mentality with proven high CSAT and project management success
• Proficient with Excel and comfortable with Salesforce

Nice to have

• Experience with CRM or SaaS support software

Culture & Benefits

• Comprehensive benefits: health/dental/vision insurance, wellness incentives, 401(k) with employer match
• Flexible work: paid time off, quarterly wellness days, paid holidays, unique engagement programs
• Collaborative, dynamic, fast-paced remote-first culture (until hybrid transition) with cross-functional teams and thought leadership encouraged
• Work from home globally with focus on productivity and customer impact