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.
Skills Required
- Deep knowledge of iQ Pay functionality
- Experience in customer support or onboarding
- Ability to create helpfiles and process documentation
- Skill in delivering training sessions
- Collaboration with Product and Operations teams
What We Do
About Chrysalis Chrysalis is a meta-company operating in the SaaS space, with the mission to create technology that elevates the human experience. We do this by nurturing the companies that grow organically within the Chrysalis ecosystem, and by acquiring like-minded businesses that complement our mission. Chrysalis, its teams, and its companies develop software solutions that enable people to create memorable and valuable moments where the digital meets the personal. We embrace a vision of a world in which people bring their whole selves to whatever they do and engage creatively and constructively to the benefit of all. Current companies within the Chrysalis ecosystem include: iQmetrix, North America’s leading provider of retail management solutions for the telecom sector; Ready, an award-winning contactless menu and payment app for the hospitality and events industries; Cova, North America’s leading provider of retail management solutions for the cannabis vertical; and Shiftlab, a scalable, performance-based, AI-driven workforce scheduling platform designed for retail organizations. Chrysalis is a privately held company headquartered in Vancouver, British Columbia, with four additional offices across North America.
