Director,Partner Onboarding and Activation Job Sherbrooke area,Province de Québec Canada,IT/Tech

Location:
Hybrid

Here's what we do and why we do it

We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers’ lives better. Find out how we do that here: how you'll contribute to the success of the company

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…

Director, Partner Onboarding and Activation