Account Manager / Onboarding Specialist
Location: London, ON
Type: Hybrid – up to 3 days/week in-office will be required starting in 2026 (currently FT remote)
Travel: Limited, occasional customer site visits or Appello events may be required
Salary Range: $60K-$75K plus benefits and RRSP matching
About Appello (www.useappello.com)
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.
Key Responsibilities
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Customer Onboarding & Training
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Own the onboarding journey for new clients from kickoff through to full implementation. This process typically takes between 2-8 weeks, depending on the size of the customer and the complexity of their needs.
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Deliver live training sessions and provide hands-on support for platform setup.
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Assist customers with data migration, including manual entry where needed.
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Work hand-in-hand with the Product team to ensure customer Feature Requests are being recorded and actioned, and to ensure anything blocking implementation or launch of the platform is communicated.
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Customer Success & Relationship Management
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Serve as the main point of contact for assigned accounts, building trust and rapport.
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Conduct regular check-ins to ensure adoption, satisfaction, and platform usage.
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Advocate for client needs internally and help shape product direction w/ feedback.
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Process & Issue Management
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Guide users through Appello’s modules such as timesheets, safety certifications, job setup, and union-compliant reporting.
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Support customers with light technical troubleshooting, user training, and escalate any issues to customer support via loom videos / Jira tickets.
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Document feature requests and contribute to improving internal processes.
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Stay in regular touch with clients with respect to any outstanding issues or features so they remain up-to-date on latest developments.
What You Bring
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Excellent communication skills – you’re equally comfortable explaining a technical concept and empathizing with a customer’s day-to-day challenges
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Strong interpersonal skills – you can build rapport with people across all levels, from field supervisors to executives
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Customer-first mindset – you’re passionate about helping people and committed to delivering results
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Software-savvy – you understand SaaS platforms and can guide customers confidently
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Detail-oriented – you’re meticulous with data entry and care about getting it right, especially when onboarding customers to a new system
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Initiative-taker – comfortable receiving direction and running with it independently
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Team player – you’re adaptable, collaborative, and happy to pitch in wherever needed
Bonus Points
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Demonstrated knowledge and ability to work with the latest AI tools to boost personal productivity and help Appello refine internal processes
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Experience in account management and onboarding in a role where you had direct communication into the Product team
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Previous experience in construction / construction technology
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Familiarity with customer onboarding, CRM tools, or support platforms
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Experience working at a company who uses the Entrepreneurial Operating System (EOS)
Requirements
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3+ years Professional Experience directly related to this role
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Postsecondary degree
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Based in London, Ontario
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Comfortable working in a hybrid work environment – in-office presence expected up to 3 days/week in 2026, though we are currently remote
What We Offer
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Direct exposure to startup leadership and real impact on product and strategy
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Opportunity to work across functions and wear multiple hats
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Flexible work environment with a focus on outcomes, not micromanagement
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Competitive compensation and performance-based growth
INTERESTED CANDIDATES SHOULD SEND CV, COVER LETTER, and REFERENCES TO CAREERS@USEAPPELLO.COM