Service Onboarding Specialist

Location: Hybrid
Type: Full-time
Industry: Automotive

About the Role

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.

What You'll Do

Your main responsibilities will include:
    • 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.

What We're Looking For

Experience
    • 2+ years in customer onboarding, implementation, project management, or customer success roles.
    • Experience working with CRM systems, software implementations, or SaaS platforms is
    • Experience in the automotive dealership industry is considered an asset.
Skills
    • 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.

Why Join Our Team?
    • Career Growth: Build valuable skills in customer success, technical implementation, and AI workflows as the company scales.
    • Direct Impact: Shape how customers experience our platform and contribute to their success from day one.
    • Collaborative Environment: Work with a talented, passionate team across Customer Success, Engineering, Product, and Sales.
    • Hybrid Flexibility: Enjoy a strong work-life balance with flexible work arrangements.
    • Innovative Industry: Be part of a forward-thinking team revolutionizing dealership operations with AI-powered solutions.
    • Competitive Compensation: Competitive salary, group insurance, wellness benefit, retirement savings, and shuttle service from Côte-Vertu and Montmorency metro stations.