Implementation Success Specialist
About LBMX
LBMX is a dynamic and growing SaaS company with an international perspective, proudly based in London, Ontario. As we continue our strong growth trajectory, we’re looking for talented, driven, and collaborative individuals to join us and help shape what’s next.
Recognized as one of Canada’s Top 100 Employers, LBMX combines strong performance with a people-first culture. We believe in building meaningful careers, supporting work-life balance, and creating an environment where your contributions are valued and your growth is encouraged.
At LBMX, you’ll have the opportunity to grow, contribute meaningfully, and be part of a team building something exceptional.
Position Description
In this role, you’ll be the key connection between LBMX and our customers during their EDI implementation journey. You’ll ensure projects move forward smoothly by keeping customers engaged, tracking progress, and raising flags when timelines or deliverables go off course.
You’ll also qualify customers before implementations begin to make sure our technical teams are focused on clients who are ready to go. It’s a great fit for someone who’s organized, outgoing, and driven to help others succeed.
Successful candidates must thrive in an independent work environment and be dedicated to delivering an exceptional customer experience.
Additionally, candidates with prior experience with EDI and/or exposure to ERP systems will be highly regarded.
Successful candidates will join the team at our London, Ontario office. Flexible work arrangements may be considered after the onboarding process concludes.
Must be able to legally work within Canada.
Positions to fill: 1
Responsibilities:
- Lead customer meetings to ensure customers understand what’s needed throughout the project and feel supported
- Coordinate the progress of multiple customer EDI projects from initiation through go-live.
- Maintain proactive communication with customers to ensure they’re meeting their deliverables and timelines.
- Qualify and prepare customers before implementation begins to ensure readiness for technical setup.
- Keep internal teams informed of customer status, risks, and next steps.
- Maintain accurate project notes and documentation.
- Ensure customers understand what’s needed at each step and feel supported throughout the process.
- Help identify and remove roadblocks that could delay customer success.
- Contribute to continuous improvement of our onboarding and delivery processes.
- Provide exceptional customer service with a professional, solution-oriented approach.
- Represent the voice of the customer in internal meetings and problem-solving discussions.
Skill Requirements:
- Exceptional organization and follow-up skills — you naturally keep projects on track.
- Strong communication and relationship-building skills; you’re comfortable working directly with customers over phone, email, and video (Microsoft Teams).
- Self-motivated with a high level of professionalism to independently drive simultaneous projects from start to finish
- Ability to juggle multiple priorities while maintaining attention to detail. Effective problem-solving and problem-prevention skills.
- Comfort working with cross-functional teams (operations, technical, and sales staff).
- Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
- Technical fluency in English (speaking, reading, and writing).
Nice to have:
- Experience working with a remote team would be considered an asset
- Familiarity with EDI standards (X12, EDIFACT) and data transport protocols (SFTP, AS2, VAN, etc.)
- Understanding of additional data file formats such as CSV, EDIFACT, XML, JSON, etc.
- Exposure to various Accounting/ERP/POS systems such as Infor SXe, Epicor Eclipse, SAP, etc.
- Knowledge of using JIRA, Salesforce, and Zendesk
Experience Required:
- Two or more years of relevant experience in a customer-facing coordination, implementation, or customer success role (EDI experience is a strong asset).
- Post-secondary education in business, communications, or a related field preferred.
Compensation
Salary Range: $55,000- $65,000 annually, based on experience and qualifications
What You Can Expect at LBMX
- Competitive compensation and a comprehensive benefit package, including a health spending account and employee assistance program
- Three weeks’ vacation and five personal days to start, plus additional paid LBMX holidays throughout the year
- Company matched GRSP contributions
- Flexible summer hours and a strong commitment to work-life balance
- Education subsidies to support your professional growth
- Full access to LinkedIn Learning to support continuous development and skill building
- Maternity, Parental, and Compassionate Care Leave top-up program
- $500 new hire home office allowance
LBMX is committed to building an inclusive workplace. We encourage applications from qualified individuals of all backgrounds, and we are dedicated to providing accommodations throughout the recruitment and employment process. If you require accommodation at any stage, please let us know.
