Account Manager / Onboarding Specialist

About the Role

What You'll Do

• Own the onboarding journey for new clients from kickoff through to full implementation (typically 2-8 weeks depending on customer size and complexity)
• Deliver live training sessions and provide hands-on support for platform setup
• Assist customers with data migration, including manual entry where needed
• Work hand-in-hand with the Product team to ensure customer Feature Requests are being recorded and actioned
• Ensure anything blocking implementation or launch of the platform is communicated to the appropriate teams
• Serve as the main point of contact for assigned accounts, building trust and rapport
• Conduct regular check-ins to ensure adoption, satisfaction, and platform usage
• Advocate for client needs internally and help shape product direction with feedback
• Guide users through Appello's modules such as timesheets, safety certifications, job setup, and union-compliant reporting
• Support customers with light technical troubleshooting and user training
• Escalate issues to customer support via Loom videos / Jira tickets
• Document feature requests and contribute to improving internal processes
• Stay in regular touch with clients regarding outstanding issues or features so they remain up-to-date on latest developments

What We're Looking For

• 3+ years of professional experience directly related to this role
• Postsecondary degree
• Based in London, Ontario
• Comfortable working in a hybrid work environment (in-office presence expected up to 3 days/week in 2026)
• Excellent communication skills – equally comfortable explaining technical concepts and empathizing with customer challenges
• Strong interpersonal skills – able to build rapport with people across all levels, from field supervisors to executives
• Customer-first mindset – passionate about helping people and committed to delivering results
• Software-savvy – understand SaaS platforms and can guide customers confidently
• Detail-oriented – meticulous with data entry and care about getting it right, especially when onboarding customers
• Initiative-taker – comfortable receiving direction and running with it independently
• Team player – adaptable, collaborative, and happy to pitch in wherever needed

Nice to Have

• Demonstrated knowledge and ability to work with the latest AI tools to boost personal productivity and help refine internal processes
• Experience in account management and onboarding in a role with direct communication into the Product team
• Previous experience in construction / construction technology
• Familiarity with customer onboarding, CRM tools, or support platforms
• Experience working at a company that uses the Entrepreneurial Operating System (EOS)

What We Offer

• Competitive salary: $60K-$75K plus benefits
• Direct exposure to startup leadership and real impact on product and strategy
• Opportunity to work across functions and wear multiple hats
• Flexible work environment with a focus on outcomes, not micromanagement
• Competitive compensation and performance-based growth