Location: Hybrid Role Overview This is a high‑impact leadership role owning Sherweb’s entire new partner onboarding journey from contract signature through activation, first value delivery, and stable billing. Reporting to the VP, Customer Support, you will manage and scale a multi‑team function spanning partner care, platform activation and technical migrations, and be the single point of accountability for partner success in the first 90 days. In essence, you are the “Single Threaded Owner (STO)” for all partner onboarding outcomes – driving both operational excellence (the “run”) and strategic improvements (the “transform”) in how we onboard and activate partners. You will ensure partners are commercially and technically enabled, operationally confident, and positioned for long‑term growth by aligning cross‑functional teams (Sales, Software Development, Product, Onboarding & Activation, Support, Finance, etc.) under one accountable operating model. This means delivering a smooth day‑to‑day onboarding operation while continuously reinventing the experience to reduce partner effort, accelerate time‑to‑value, and eliminate surprises. Key Responsibilities And Outcomes Own the End‑to‑End Onboarding Strategy: Define and continuously refine the standard onboarding journey for different partner segments (by size, maturity, complexity) from Sales handoff through day 90. Map out clear onboarding “paths” (e.g. basic marketplace setup, advanced security and migration onboarding, multi‑tenant tool enablement) and ensure each partner is guided down the right path for rapid success. Operational Leadership – “Run” the Engine: Serve as the single point of accountability for executing a consistent, efficient, high‑quality onboarding process across all new partners. Own onboarding delivery metrics (cycle times, backlogs, service level adherence) and drive a rigorous operating cadence: e.g. weekly cross‑functional onboarding reviews for exceptions/blockers, and monthly “Voice of Customer” sessions to deep‑dive into Customer Effort Score feedback and remove friction. Cross‑Functional Orchestration: Establish crystal‑clear handoffs and ownership boundaries (e.g. Sales → Onboarding handoff completeness, Onboarding → Support/Account Mgmt transitions). Proactively coordinate activities between teams so that new partners experience Sherweb as one cohesive unit during onboarding, with no gaps or confusion. When escalations arise, step in as the accountable owner to rally internal resources and resolve issues swiftly. Drive Partner Activation & First Value – “Transform” the Journey: Ensure each partner hits critical activation milestones such as completing first migrations, executing first transactions in our platform, and receiving their first accurate invoice on schedule. Monitor partner readiness and risk signals throughout onboarding (e.g. lack of progress, repeated support issues, low engagement) and address red flags before they escalate. Champion initiatives that improve time‑to‑value, whether through automation (onboarding portals, guided workflows) or better partner training and enablement programs. Ultimately, deliver partners who are confident and self‑sufficient by Day 90, leading to a smooth hand‑off to long‑term Account Management. Continuous Improvement & Innovation: Treat the onboarding program as a product to be iterated. Own the frameworks, playbooks, tools, and metrics that underpin onboarding, and update them based on real partner feedback and outcomes (e.g. using Voice of Customer data to find and fix pain points). Drive self‑serve and automation where possible. Your goal is not just to run the process, but to continually transform it to keep up with our partners’ evolving needs. Lead and Develop the Onboarding Team: Directly manage team leaders who oversee the technical and partner success teams. Coach these leaders on prioritization, decision‑making, and partner‑centric execution. Ensure role clarity, set capacity models, and foster a culture of accountability and growth within the onboarding and activation organization. You are responsible for scaling the team’s capabilities in tandem with Sherweb’s growth, which includes hiring talent, mentoring future leaders, and instilling best practices so that we onboard all our partners with the same world‑class consistency. Qualifications & Ideal Profile Experience: 7–10+ years in Customer Success, Partner Enablement, Onboarding, or related post‑sales leadership roles. You have managed other people leaders or senior specialists before and have a track record of influencing cross‑functional teams to achieve shared outcomes without direct authority. Industry background in SaaS, cloud platforms, MSP/channel business models, or IT services is strongly preferred. Strategic & Operational Skill Set: You are equally comfortable thinking in systems and in details. Big‑picture, strategic mindset with the ability to design scalable processes and see around corners for what the business will need next. At the same time, strong operational discipline – you establish metrics, process rigor, and accountability to deliver reliable results. Leadership & Communication: Exceptional communicator and cross‑functional influencer, able to represent the onboarding journey at executive levels and translate technical complexities into clear business implications. A collaborative leader who builds strong partnerships across departments and can rally teams around a common vision. High ownership mindset, bias for action, and comfort with making decisions and trade‑offs to drive results. Technical & Industry Knowledge: Familiarity with Microsoft Cloud Service Provider (CSP) programs – e.g. New Commerce Experience (NCE), Microsoft Cloud Agreement (MCA), GDAP – is a plus. You quickly grasp cloud services, IT migrations, billing processes, and the challenges Managed Service Providers face when transitioning clients. Experience scaling an onboarding or customer success function during high‑growth is also beneficial, as is proficiency with CRM, PSA, or workflow tools to track onboarding. Fluency in both English and French required. Benefits Of Working At Sherweb A friendly and diverse work culture with inclusion and equality at the heart of our actions State‑of‑the‑art technology and tools A results‑oriented culture where talent, action, and thinking outside the box are given due recognition Annual salary review based on performance Generous and caring colleagues of various professional and cultural backgrounds A Flexible Total Compensation Offer Vacation time that considers your previous experience Advanced paid hours to recharge your batteries (holidays and mobile days) Flexible benefits plan that adapts to your needs Flexible savings fund option A monthly home internet allowance Considerable Growth Opportunities A career path with opportunities to learn and grow Proximity to your direct manager and open, honest communication to support your development Multiple initial and on‑the‑job training opportunities and tools to track your progress and help you scale up in your career #J-18808-Ljbffr