Onboarding Strategist

About the Role

The Onboarding Strategist owns the first 60 days of the mid-market client lifecycle translating each clients PR objectives into a structured onboarding plan that drives early adoption and accelerates time-to-value. Acting as the clients primary point of contact from sales handoff through go-live this role combines strategic discovery intentional platform configuration and tailored training to ensure clients are confident and active on Agilitys solutions before transitioning to ongoing account management.

This is a strategic activation role not a passive training role. The Onboarding Strategist uncovers the underlying business drivers behind each clients stated requirements designs an account configuration that aligns with their reporting and workflow goals and leads structured onboarding sessions that build platform fluency. They lead configuration thinking Boolean searches monitoring frameworks dashboards and alerts partnering with the Support team to execute technical setup and resolve issues efficiently.

At the end of onboarding the Onboarding Strategist delivers a structured insight-driven handoff to the Client Success Manager and Account Manager ensuring continuity of momentum and a clear understanding of client goals stakeholders configuration logic and open risks. Working closely with Support Product Engineering Sales and Account Management this role is foundational to the mid-market client experience and to long-term retention.

What youll do

Lead client discovery and onboarding planning uncovering underlying business drivers and translating PR objectives into a structured onboarding roadmap with defined milestones and success criteria.

Drive intentional account configuration designing Boolean searches monitoring frameworks dashboards alerts and workflow alignment to support each clients reporting and operational goals.

Partner with the Support team on technical setup and configuration execution leading the configuration thinking while leveraging Support to deliver against agreed timelines.

Deliver structured onboarding sessions and tailored role-based training grounded in real PR workflows ensuring users are confident and active on the platform.

Accelerate time-to-value by monitoring early engagement signals proactively identifying and mitigating onboarding risks and maintaining responsiveness to preserve momentum.

Own a clean structured handoff to the CSM and Account Manager at the end of onboarding including documented workflows value achieved key stakeholders configuration logic and open risks.

Maintain accurate Salesforce records of onboarding milestones key decisions stakeholder dynamics and configuration rationale.

Collaborate cross-functionally with Support Product Engineering Sales Marketing and Account Management to remove blockers and escalate emerging concerns.

Surface patterns and client feedback to inform onboarding playbooks configuration best practices and product enhancements.

Decision-Making Authority (Ownership vs. Escalation)

Owns:

The end-to-end mid-market onboarding experience from sales handoff through transition to the CSM and Account Manager.

Configuration strategy and design decisions across Boolean searches monitoring frameworks dashboards and alerts.

Onboarding plan milestone definition and pace including raising the flag when momentum is at risk.

Quality and completeness of the handoff to downstream teams.

Escalates:

Systemic configuration issues product limitations or technical blockers requiring Engineering or Product intervention.

At-risk onboardings or stakeholder dynamics likely to affect retention to the Director Customer Experience.

Cross-departmental challenges requiring executive or product-level intervention.

What Youll Bring

Post-secondary diploma or degree in Public Relations Communications Media Marketing or a related field.

23 years of experience in client-facing SaaS roles (Onboarding Implementation or Customer Success) with demonstrated ownership of activation or adoption outcomes.

Strong technical aptitude with proven ability to design and configure platform setups against business requirements; experience with Boolean queries is a strong asset.

Excellent verbal and written communication skills with experience leading discovery conversations and training sessions for both day-to-day users and senior stakeholders.

High emotional intelligence and listening skills with the ability to build trust quickly.

Strong business acumen and the ability to translate diverse client goals into structured onboarding plans.

Proven experience delivering virtual trainings product walkthroughs and onboarding sessions.

Highly organized detail-oriented and comfortable managing multiple onboarding engagements simultaneously.

Strong CRM discipline (Salesforce preferred) and a high standard for documentation.

Knowledge of PR workflows media monitoring or measurement tools is an asset.

Growth Path

Onboarding Strategists may progress to Senior Onboarding Strategist Client Success Manager or Onboarding Team Lead roles by:

Consistently delivering on time-to-value activation and client satisfaction targets.

Demonstrating advanced configuration expertise and ownership of complex onboardings.

Leading process improvements that strengthen onboarding playbooks scalability or client outcomes.

Mentoring peers and contributing to team training best-practice development and knowledge sharing.

Why Youll Love It Here

• Fully remote work environment
• Collaborative culture and key tools enabling it
• Competitive compensation package
• Health & Dental benefits
• Employer RRSP Contribution
• Employee Assistance Program (EAP)
• Career Development & Progression opportunities
• Paid Vacation and Sick days
• Flex Fridays in Summer Week off between Christmas and New Years
• No Meetings Fridays

The Total Compensation for this role is expected to fall within the range of $55000$85000 annually. The final offer will reflect each candidates experience skills and internal equity.
This is for a new position.

AI Usage

We use technology to make hiring smarter faster and more personal never less human. Artificial intelligence (AI) tools help us manage applications efficiently and highlight qualifications that align with each role allowing our recruiters to focus more on meaningful conversations with candidates.

AI does not make hiring decisions at Agility. Every decision is made by people our hiring managers and recruitment professionals who are trained to apply sound judgment and equitable practices at every stage.

We believe technology exists to amplify human insight not replace it. That belief shapes how we build relationships tell stories and grow our teams.

At Agility we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race religion gender age disability status or sexual orientation.

Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity wed love to hear from you anyway. Our Talent Acquisition team will review your application for this role and other potential role matches open now or in the future.

If at any stage of the application process you require accommodation owing to disability or a medical need please let us know atfor us to make appropriate arrangements.

Thank you for your time in reviewing this opportunity and we hope to hear from you should you find this the right fit!