Intelcomgroup

Intelcomgroup

Senior, Client Onboarding Specialist

Canada, Quebec, Montreal · Senior

Sponsorship not specifiedDetected 13 days ago
Project ManagementSalesAccount ManagementProcess ImprovementOnboardingCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringOrganizational Skills

About the role

  • Intelcom | Dragonfly With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada's leader in last-mile logistics.
  • At Intelcom | Dragonfly, you'll thrive in a flexible and stimulating environment, surrounded by passionate talent.
  • This position has been opened to address a genuine organizational need within the company.

Responsibilities

  • Build, manage, and lead a small team of Client Onboarding Specialists, ensuring the team remains aligned with global client needs and operational objectives.
  • Provide leadership, mentorship, and training to help team members develop and perform at their best, ensuring consistent, high-quality client interactions.
  • Global Client Onboarding Support:
  • Ensure that the onboarding solutions we deliver address specific client needs and enhance their success, with a focus on seamless integration and streamlined processes.
  • Focus on ensuring the onboarding journey is client-centric, with an emphasis on building strong, long-lasting relationships and delivering exceptional experiences.
  • Collaborate with clients to understand their business needs and technical requirements, customizing the onboarding experience to meet their unique demands.
  • Collect feedback from clients, ensuring their satisfaction throughout the process, and share this feedback with internal teams to drive continuous improvement.
  • Drive the automation of the client onboarding process, focusing on identifying areas to streamline workflows, reduce manual interventions, and scale the onboarding experience for global clients.
  • Collaborate with cross-functional teams to implement automated systems, tools, and processes that enhance operational efficiency and scalability while maintaining high levels of client satisfaction.
  • Lead efforts to develop scalable solutions that allow the onboarding process to expand effectively as the company grows, supporting stakeholders around the world.

Requirements

  • Strong organizational skills with the ability to manage multiple projects, timelines, and client expectations in a fast-paced, global environment.
  • Personal Attributes:
  • Strong leadership and team-building skills, with a focus on coaching and developing team members.
  • Proactive, results-oriented, and able to work independently and as part of a team.

Nice to have

  • Track and report on the success of client onboarding, utilizing data and feedback to assess team performance, client satisfaction, and process efficiency.
  • 3+ years of experience in a customer-facing or project management role, with at least 1-2 years of experience leading or managing a small team.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and cross-functional teams.
  • Experience in driving automation and process improvements to scale onboarding efforts globally.
  • A strong understanding of client needs and a commitment to delivering client-centric solutions that drive satisfaction and success.
  • Experience working with international clients and understanding the unique challenges and requirements of different global markets.
  • Ability to adapt to changing circumstances and handle competing priorities effectively.
  • Technical curiosity with an understanding of onboarding processes, systems, and software tools.

Skills

  • Client-focused mindset with a passion for delivering outstanding onboarding experiences.
  • Highly organized and able to prioritize effectively in a dynamic, fast-paced environment.
  • Comfortable with change and continuously seeking opportunities to improve processes and workflows.
  • Strong problem-solving and decision-making abilities, with a focus on client satisfaction and operational efficiency.

Benefits

  • Partial reimbursement for public transportation
  • We embrace diversity, ensure equity, and foster a true sense of belonging.
  • On-site gym with a personal trainer

Equal opportunity

  • Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law.
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This listing is sourced directly from Intelcomgroup's careers page and normalized into a canonical job model.