Program Success Specialist (INTERNAL ONLY)

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.
 

What We Offer:

• Begin your journey with a competitive starting salary! 
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family. 
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program. 
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program!
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.  
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance. 
• Give back with up to 6 days of paid time off annually for volunteering or personal learning. 
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment! 

What is an iQer?

An iQer is a term, used daily across all iQmetrix locations, is someone who works for iQmetrix. Sounds simple, but there’s more to being an iQer than meets the eye!

If you’re an iQer, you approach problems with humility and an open mind. You’re a go-getter who doesn’t wait around to be told what do to. Whether it’s on your own or with a team, you aren’t afraid to try new things, fail, succeed, and improve along the way. Your team, the company, and the well-being of others come before your personal agenda—you’re an ally to your colleagues and the community.

The world changes fast and, as an iQer, you’re ready to adapt. You recognize diversity in the world, listen to others, and consider all perspectives.

Want to Join the Team? 

If you’re interested in a career with iQmetrix, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

We are a hybrid work environment, remote and in-office for all employees in an office city.

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