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Account Manager / Onboarding Specialist

London, ON, Canada

Competitive salary: $60K-$75K plus benefits · Full-time

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Job details

Pay: Competitive salary: $60K-$75K plus benefits
Job type: Full-time
Closing date: Nov 8, 2026
Experience: 3+ years of professional experience directly related to this role
Posting language: English
Posted: Oct 9, 2026

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Original job description

Archived listing. The details below describe a past opening.

About The Role

Appello is a rapidly growing B2B SaaS company transforming how specialty contractors in the institutional, commercial, and industrial (ICI) construction sector manage their workforce, boost productivity and reduce administrative overhead. As an Account Manager / Onboarding Specialist, you'll play a key role in helping new customers adopt our platform successfully and then support their growth into additional modules of the platform over time. Travel: Limited, occasional customer site visits or Appello events may be required. Note: This role is currently fully remote, with hybrid work (up to 3 days/week in-office) expected starting in 2026.

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

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More about this job

Responsibilities

Manage new-customer onboarding from kickoff through implementation, including training, platform setup, and data migration. Serve as the main contact for assigned accounts, support adoption and troubleshooting, and communicate customer feedback and feature requests to internal teams.

Requirements

Requires at least 3 years of directly related professional experience, a postsecondary degree, and residence in London, Ontario. Candidates should have strong communication and interpersonal skills, SaaS familiarity, attention to detail, and the ability to work independently and collaboratively in a hybrid environment.

Skills

Customer Onboarding
Account Management
SaaS Platform Training
Implementation Management
Data Migration
Customer Support
Technical Troubleshooting
Product Feedback
Feature Request Management
Communication
Interpersonal Skills
Data Entry
CRM Tools
AI Productivity Tools

Benefits

Benefits
Flexible Work Environment
Performance-Based Growth

Visa sponsorship

Not detected in the job text

Keywords

B2B SaaS
Institutional Construction
Commercial Construction
Industrial Construction
Customer Onboarding
Account Management
Implementation
Live Training
Data Migration
Product Team
Feature Requests
Timesheets
Safety Certifications
Job Setup
Union-Compliant Reporting
Technical Troubleshooting
Loom
Jira
CRM Tools
Customer Support Platforms
AI Tools
Entrepreneurial Operating System
Customer Adoption
Product Feedback

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