WellnessLiving

Onboarding Specialist

• Lead clients through a seamless onboarding journey, ensuring timelines are met and expectations are exceeded
• Deliver personalized online product training tailored to the client’s business needs, empowering them to confidently use WellnessLiving in their day-to-day operations
• Build strong relationships with customers by providing proactive communication and clear progress updates
• Collaborate with cross-functional teams to resolve onboarding challenges and continuously improve the client experience
• Manage support tickets and issues with urgency, always maintaining a solutions-first mindset
• Coordinate efforts to transition customers smoothly from previous systems or to new implementations
• Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers

Account Manager

• Meet or exceed the sales & retention goals for the customer account team.
• Develop and maintain lasting relationships with existing WellnessLiving customers, improve client utilization and product/service adoption rates.
• Motivate, coach and mentor the sales team while managing and training the team.
• Observe, monitor, track performance and conduct performance reviews for the team.
• Analyze and interpret metrics and develop plans and training for improvements accordingly.
• Continually assess sales and support process and document/implement changes for success.
• Review and develop effective reporting to motivate staff and monitor performance and results.
• Leading by example, develop and preserve an energetic, highly effective culture that inspires employee engagement, effective processes and subsequently surpasses even the most aggressive stakeholder expectations.
• Establish standards for service levels, call handling, and performance monitoring measures.
• Create processes to capture, analyze, leverage and share customer insights in order to improve overall customer experience.
• Collaborate with other sales management to craft solutions to meet customer needs.
• Continue to improve and implement program guidelines and processes.
• Generate and implement on-going reporting to track outbound activity and continuously improve KPIs.
• Work closely with the Onboarding department to bridge gaps in communication, identify reasons for churn and forecast opportunities for retaining customers/closing sales.
• Facilitate frequent team meetings to discuss team goals and targets, and communication meeting outcomes with Sales management.

Sales Account Management Manager

Customer Success Manager

Customer Success Sales Manager

Sales

• Meet or exceed the sales & retention goals for the customer account team
• Develop and maintain lasting relationships with existing WellnessLiving customers, improve client utilization and product/service adoption rates
• Motivate, coach and mentor the sales team while managing and training the team
• Observe, monitor, track performance and conduct performance reviews for the team
• Analyze and interpret metrics and develop plans and training for improvements accordingly
• Continually assess sales and support process and document/implement changes for success
• Review and develop effective reporting to motivate staff and monitor performance and results
• Leading by example, develop and preserve an energetic, highly effective culture that inspires employee engagement, effective processes and subsequently surpasses even the most aggressive stakeholder expectations
• Establish standards for service levels, call handling, and performance monitoring measures
• Create processes to capture, analyze, leverage and share customer insights in order to improve overall customer experience
• Collaborate with other sales management to craft solutions to meet customer needs
• Continue to improve and implement program guidelines and processes
• Generate and implement on-going reporting to track outbound activity and continuously improve KPIs
• Work closely with the Onboarding department to bridge gaps in communication, identify reasons for churn and forecast opportunities for retaining customers/closing sales
• Facilitate frequent team meetings to discuss team goals and targets, and communication meeting outcomes with Sales management.

Manager, Existing Accounts Sales

AI Engineer

• Design & ship AI features across modules; translate user journeys into secure, low-latency microservices backed by an LLM.
• Prompt engineering : develop prompt templates (zero/one/few-shot), function/tool calling schemas (JSON), and guardrails/policies for bookings, FAQs, and safe human handoff; version prompts and track telemetry (win rate, latency, cost).
• Conduct experiments to evaluate model performance, benchmark across Gemini, GPT, Claude, LLaMA, and other LLMs, and recommend best-fit solutions.
• Grounding & retrieval : bind conversations to client profiles, calendars, memberships, pricing, and staff availability; implement context windows, citations, and fallback strategies.
• Voice & telephony : integrate STT/TTS and Twilio/LiveKit with barge-in, interruption handling, and dialogue-state recovery.
• Booking & payments : connect to the WellnessLiving engine, calendar sync, conflict/resourcing logic, and Nuvei/Paragon flows with retries and failure recovery.
• Insights & growth : ship Business Coach KPIs and NL Q&A; add predictive/“what-if” scenarios and personalized recommendations.
• Marketing automation : segmentation, AI content, A/B tests, send-time optimization, lead scoring; close the loop with engagement signals to tune prompts/models.
• Omnichannel inbox : unify SMS/email/in-app/WhatsApp/voice/social with intent/sentiment routing and in-thread booking/payment; meet audit/SLA targets.
• Engineering excellence : write tested Python/TypeScript; Dockerize; add logs/metrics/traces/alerts; maintain runbooks/postmortems and participate in on-call.
• Evaluate & harden : build golden-set tests, automated prompt/model evals, red-team for jailbreak/injection, and optimize accuracy/latency/cost/resilience.

Product Manager

• Drive the product roadmap for your domain, aligning initiatives to company objectives and measurable business outcomes.
• Identify high-impact opportunities by formulating the right questions, gathering data, and applying first-principles reasoning to complex problems.
• Lead full go-to-market efforts for major releases and new products—partnering with Marketing, Sales, Product Training, and Customer Success to craft positioning, pricing, enablement, and launch plans.
• Translate strategy into clear requirements: write detailed specs, prioritize interdependent features, and work with Engineering for effort estimates.
• Partner with UX/UI to move from low-fidelity flows to polished designs, balancing speed and quality while managing technical trade-offs.
• Champion responsible and practical uses of AI—spot opportunities, collaborate with data science/engineering, and define success metrics.
• Maintain product plans, backlogs, and documentation so mixed teams can deliver on schedule.
• Assess release readiness and raise quality concerns to leadership when delivery does not meet the bar.
• Model strong product practices and provide informal coaching to junior PMs on discovery methods, prioritization, and stakeholder communication.
• Communicate decisions and status clearly to executives, peers, and cross-functional partners throughout the product lifecycle.

Senior Product Manager

Data Engineer

• Lead the decomposition of monolithic database structures into domain-aligned schemas that enable service independence and ownership.
• Build and optimize ETL/ELT workflows using Python, PySpark/Spark, AWS Glue, and dbt, including schema/data mapping and transformation from on-prem and cloud legacy systems into data lake and warehouse environments.
• Define logical and physical domain-driven data models (star/snowflake schemas, data marts) to serve cross-functional needs, BI, operations, streaming, and ML.
• Design strategies for extracting, validating, and restructuring data from legacy systems with embedded logic and incomplete normalization.
• Administer, optimize, and scale SQL (MySQL, Aurora, Redshift) and NoSQL (MongoDB) platforms to meet high-availability and low-latency needs.
• Leverage AWS Glue Catalog, Crawlers, Lambda, and S3 to manage and orchestrate modern, cost-efficient data pipelines.
• Enforce best practices around cataloging, lineage, retention, access control, and security, ensuring compliance with GDPR, CCPA, PIPEDA, and internal standards.
• Implement observability (CloudWatch, logs, metrics) and performance tuning across Spark, Glue, and Redshift workloads.
• Work with architects, analysts, product managers, and data scientists to define, validate, and prioritize requirements.
• Maintain technical documentation (data dictionaries, migration guides, schema specs) and mentor junior engineers in engineering standards.

Senior Data Engineer

Artificial Intelligence

• Own technical architecture for AI microservices, data flows, and LLM prompts/guardrails; enforce CI/CD and observability
• Lead model development: define strategies for LLM tuning (instruction-tuning, LoRA/PEFT, adapters), data curation/synthetic data, hyperparameter search, and offline/online evaluation (golden sets, A/B, canary)
• Build NLP capabilities: intent/slot models, NER, sentiment, summarization, classification/ranking; select architectures (Transformers) and optimize with metrics like F1, precision/recall, ROUGE, BLEU, and embedding similarity
• Stand up AIOps/MLOps (monitoring, alerting, fallbacks, retraining), define accuracy/SLA benchmarks, and guide QA
• Lead voice interfaces (STT/TTS), telephony, and real-time dialogue management across channels
• Oversee CRM, calendar, and payment integrations; ensure conflict resolution, secure transactions, and compliance (GDPR/CCPA/PIPEDA)
• Drive experimentation for model/STT/TTS selection and orchestration; document outcomes, mentor engineers, and produce partner docs/SDKs

AI Development Lead

Customer Account Sales Manager

• Lead and oversee global Customer Success and Support operations to ensure alignment with company objectives.
• Build and develop high-performing teams that prioritize accountability, collaboration, and continuous improvement.
• Implement efficient operating models to optimize workload balance, shift coverage, and service quality.
• Use data and technology to drive operational performance, improve customer satisfaction, and streamline workflows.
• Establish and monitor key performance metrics such as CSAT, NPS, first response time, and SLA adherence.
• Collaborate with cross-functional leaders to ensure the customer journey reflects our company’s commitment to excellence.
• Develop and maintain strong offshore partnerships, ensuring performance, communication, and cultural alignment.
• Foster a learning culture through coaching, mentorship, and professional development opportunities for your teams.
• Provide regular insights and strategic recommendations to senior leadership to continuously improve customer experience and retention.

Director, Customer Success

• Lead structured 1:1 coaching sessions using Gong insights and call analytics.
• Review and score calls based on talk ratio, CTA usage, discovery quality, objection handling, and other key sales metrics.
• Document coaching outcomes and track rep progress over time.
• Design and deliver engaging training programs (both live and virtual) for reps at all experience levels.
• Build instructional materials such as talk tracks, role-play scenarios, call guides, case studies, videos, and job aids.
• Support onboarding by equipping new hires with the skills, tools, and knowledge to succeed from day one.
• Foster a culture of collaboration through peer coaching, top-call reviews, and best-practice sharing.
• Partner with sales leaders to run recurring enablement sessions during team functions and meetings.
• Assess program comprehension through quizzes, participation tracking, and follow-up coaching.
• Gather feedback through post-training surveys to improve relevance, delivery, and engagement.
• Regularly audit and update enablement content to reflect current priorities and best practices.
• Coordinate the rollout of new sales training and coaching initiatives.
• Support performance evaluations to identify skill gaps and opportunities for growth.
• Collaborate with sales, product, and marketing teams on training for new offerings and methodologies.
• Stay current with industry trends and pursue ongoing professional development.

Sales Enablement Trainer

• Lead clients through a seamless onboarding journey, ensuring timelines are met and expectations are exceeded
• Deliver personalized online product training tailored to the client’s business needs
• Build strong relationships with customers by providing proactive communication and clear progress updates
• Collaborate with cross-functional teams to resolve onboarding challenges and continuously improve the client experience
• Manage support tickets and issues with urgency, maintaining a solutions-first mindset
• Coordinate efforts to transition customers smoothly from previous systems or to new implementations
• Uphold a high level of professionalism and embody the core values of WellnessLiving