Manager, Client Onboarding

Montreal, Quebec, Canada Customer Experience Fixed-term Full-Time
This job leads, coordinates and manages the daily operations of the Onboarding teams (Toronto & Montreal) to create and sustain an Onboarding culture that ensures the efficient execution and delivery of successful client experience across all our platforms. This job proactively facilitates a relevant, timely and engaging experience in alignment with client requirements as well as our onboarding process to achieve client satisfaction and long-term loyalty.     

Key Accountabilities

  • Leads, coaches and manages 4 - 5 employees within the Onboarding team and activities to support service delivery. Makes all hiring, performance management and disciplinary decisions for these roles.
  • Directly manages client onboarding specialists (COS) and performance management and disciplinary decisions for these roles.
  • Orchestrates the delivery of efficient and responsive onboarding activities, including but not limited to new account activations, platform configuration, keyword entry and refinement and day-to-day activities during the first 30 days of a new client activation.
  • Ensures that the team meets onboarding KPIs, such as response time, service level, and customer satisfaction.
  • Facilitates the implementation of best practice methodologies for new and existing processes to enhance support for internal teams and clients, including but not limited to provisioning & onboarding.
  • Executes monthly reporting of both CSS activities / onboarding times and client requests / first response reports.
  • Performs other duties as required.

Qualifications

  • Bachelor’s degree (or equivalent) in Client / Public Relations, Communications or a related field is required. Expertise working within a global newswire/media distribution organization is preferred.
  • Certified Customer Experience Professional (CCXP) or Certified Client Service Professional (CCSP) designation is preferred.
  • Minimum of four (4) years’ experience in client / public relations or communications, preferably with at least two (2) years of supervisory or management experience.
  • In-depth expertise with Salesforce or similar Customer Relationship Management software and SQL expertise is required. Working knowledge of MS Office Suite including Word, Excel, PowerPoint and Visio is required.
  • Advanced listening and verbal communication skills to understand client needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills.
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements.
  • Adaptable to work and thrive in a fast-paced environment.
  • Ability to work independently and as a member of a team.