Member Implementation Advisor

Accountabilities

• Guide members through implementation: Work with new members to understand their objectives, existing processes, and operational needs, then develop practical implementation strategies aligned with their priorities.

• Support onboarding and adoption: Guide members through each stage of implementation, helping them configure and use the software effectively and independently.

• Deliver engaging training: Lead accessible training sessions for individuals and groups, adapting explanations and teaching methods to different audiences, experience levels, and learning styles.

• Provide practical solutions: Identify implementation challenges, troubleshoot issues, and help members make informed decisions about software configuration and workflows.

• Build strong member relationships: Establish positive, professional relationships, communicate clearly, manage expectations, and ensure members understand their progress and next steps.

• Connect members with relevant resources: Introduce members to tools, resources, and services that may help them achieve their goals.

• Collaborate across teams: Work with colleagues to resolve issues, coordinate support, and deliver a smooth, consistent member experience.

• Maintain accurate records: Document implementation activities, member progress, follow-up requirements, and other relevant information.

• Contribute to continuous improvement: Identify opportunities to enhance onboarding processes, training materials, and member workflows, sharing feedback and insights with relevant internal teams.

Requirements

• Experience in a client-facing role, preferably in a SaaS or technology environment, such as implementation, customer success, onboarding, training, or operations.

• Strong communication and presentation skills, with the ability to explain technical concepts clearly and accessibly to people with different levels of technical knowledge.

• Ability to understand customer needs, ask thoughtful questions, and recommend practical solutions.

• Comfort learning new software platforms, troubleshooting problems, and working across multiple technology tools.

• Strong organizational skills and attention to detail, including the ability to manage competing priorities, document progress, and follow up consistently.

• Ability to work independently while collaborating effectively with colleagues across teams.

• Familiarity with productivity, communication, and customer management tools such as Microsoft Office, HubSpot, Zoom, ClickUp, Intercom, or similar platforms.

• A proactive and adaptable approach to problem-solving, with a strong commitment to delivering a positive member experience.

• Availability to work business hours aligned with the Pacific or Mountain Time Zone, regardless of physical location.

• Willingness to learn the software, implementation methods, and member experience standards through the training provided.

The following qualifications are considered assets:

• Previous experience implementing SaaS products or training customers to use software.

• Familiarity with the relevant volunteer management software.

• Experience in volunteer management, nonprofit operations, or other mission-driven organizations.

• Experience creating or improving onboarding processes, training resources, or customer workflows.

• Familiarity with using customer feedback, data, or performance metrics to improve service quality.

Candidates are encouraged to apply even if they do not meet every preferred qualification, particularly if they have transferable skills and a genuine interest in helping organizations succeed.

Benefits

• Salary: The advertised annual salary range is USD $58,000–$63,000, depending on experience and qualifications. For candidates based in Canada, compensation will be provided in Canadian dollars, with the applicable range and details confirmed during the hiring process.

• Paid time off: 20 days of paid time off per calendar year for Canadian employees.

• Medical coverage: Medical benefits provided through Sun Life.

• Retirement savings: Registered Retirement Savings Plan (RRSP) matching through Canada Life, with employer contributions of up to 3%, subject to a two-year vesting period.

• Remote work: A fully remote position open to candidates residing in Canada or the United States.

• Training and development: Training on the software, implementation processes, and member experience standards, with opportunities to take on greater responsibility as your expertise grows.

• Purpose-driven work: The opportunity to support nonprofits, healthcare providers, government agencies, and other organizations working to make a positive impact in their communities.