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Program Success Specialist (INTERNAL ONLY) at iQmetrix
, , Canada -
Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Onboarding, Customer Support, Documentation, Collaboration, Training, Program Management, Compliance, Integration, Metrics Monitoring, Issue Resolution, Process Improvement, KPI Tracking, Cross-Functional Collaboration, Client Experience, Operational Excellence, Subject Matter Expertise

Industry

Software Development

Description
About this role: To ensure the overall success and adoption of the iQ Pay program across the organization and client base. This role acts as the subject matter expert (SME) for iQ Pay, driving operational excellence through onboarding, support, documentation, and cross-functional collaboration. The Program Success Specialist will champion program knowledge internally, enabling teams and clients to maximize value from iQ Pay. What You’ll Be Doing: Directly support onboarding and Tier 1 support of iQ Pay customers Maintain deep knowledge of iQ Pay functionality, workflows, compliance requirements, and integration points. Serve as the go-to resource for internal teams and clients on all iQ Pay-related questions. Act as Tier 2 escalation point for complex iQ Pay issues; collaborate with Product, Engineering, and Operations for resolution. Monitor program health metrics and proactively address risks or recurring issues. Create and maintain helpfiles, FAQs, and process documentation for iQ Pay (including onboarding, payouts, chargebacks, hardware setup). Deliver training sessions and enablement materials for internal teams (Sales, Support, Finance) and clients. Partner with Product Managers, Operations, and Client Experience to align program improvements and roadmap priorities. Track KPIs such as onboarding cycle time, support resolution SLAs, and adoption rates. Identify gaps in process or training and propose enhancements to improve program success. This is an internal posting only. We're open to candidates in any of our locations.
Responsibilities
The Program Success Specialist will support onboarding and provide Tier 1 support for iQ Pay customers while maintaining deep knowledge of the program's functionality and workflows. They will also monitor program health metrics and create documentation to enhance program success.