RevOps & onboarding process optimization for faster go-lives - BC-997

Project type: Innovation
Desired discipline(s): Computer science, Mathematical Sciences
Company: Baseline Payments
Project Length: 6 months to 1 year
Preferred start date: 03/01/2026
Language requirement: English
Location(s): Vancouver, BC, Canada
No. of positions: 1
Desired education level: CollegeUndergraduate/BachelorRecent graduate
Open to applicants registered at an institution outside of Canada: No

About the company: 

Baseline is a Canadian fintech company that helps businesses accept and manage payments with less friction. We support merchants across North America with secure payment processing, gateway integrations, and practical onboarding support so they can start taking payments quickly and reliably. Our team combines payments expertise with a service-first mindset, we work closely with sales, operations, and merchant success to simplify setup, reduce time-to-live, and improve ongoing reliability. As Baseline grows, we’re investing in better processes, tooling, and analytics that scale with demand while keeping the experience simple for merchants and efficient for our internal teams.

Describe the project.: 

Goal: Standardize and speed up Baseline’s lead-to-go-live onboarding so new customers activate faster with fewer handoffs and less manual follow-up.

Scope (internal/operational only): Design the onboarding playbook, configure CRM workflows (stages, tasks, reminders), create customer-facing templates (welcome email, intake form, kickoff agenda), and build a simple dashboard for time-to-activation KPIs.

Current-state mapping: Review recent deals, handoff notes, and ticket history to map the journey from “qualified” to “live,” identify bottlenecks (missing info, unclear ownership, approvals), and produce a swimlane with entry/exit criteria and SLAs.

Workflow setup in CRM: Define standardized fields, required docs, and task checklists per stage; configure auto-reminders, “due today” queues, and owner escalations; create a coordinator view and a leadership roll-up.

Customer assets: Draft the welcome email, data-collection form, timeline one-pager, kickoff agenda, and a “what we need from you” checklist to reduce back-and-forth.

Operational metrics & iteration: Track time-to-kickoff, time-to-go-live, task completion rates, and blocker reasons; run regular reviews to remove friction and refine SLAs, tasks, and templates.

Deliverables: Onboarding Playbook (SOPs, checklists, SLAs, RACI), a CRM “onboarding workspace” (stages, tasks, reminders, views), a customer-facing template pack, a lightweight KPI dashboard, and a handover guide.

Guardrails: All work is internal/operational; no external surveys or research with human participants. Data used are routine operational records within Baseline’s systems.

Required expertise/skills: 

● Process mapping and SOP creation (swimlanes, RACI, SLAs)

● CRM experience (HubSpot/Salesforce or similar): stages, required fields, automated tasks/reminders, basic reporting/views

● Strong operational coordination: organizing handoffs, tracking dependencies, closing loops on outstanding tasks

● Excellent written communication: clear emails, templates, checklists, and one-page timelines for customers

● Analytical skills: pulling simple reports, building spreadsheet trackers, defining and monitoring activation KPIs

● Detail orientation and follow-through in a fast-moving environment

● Comfort working cross-functionally with implementation, support, compliance, and finance

● Nice to have: basic familiarity with intake forms, e-signature tools, and ticketing systems; light data cleaning in spreadsheets

● Mindset: organized, systems-oriented, proactive problem solver focused on reducing friction from “signed” to “live” without owning sales duties