Client Onboarding & Experience Specialist

BSI•Toronto, ON

9h•$68,400 - $80,000•Remote

About The Position

As a Client Onboarding & Experience Specialist, you will play a critical role in creating a seamless and positive experience for new clients as they begin their partnership with BSI. Serving as the bridge between Sales, Operations, Finance, Scheduling, and Service Delivery teams, you will ensure clients feel welcomed, informed, supported, and confident throughout the onboarding process. Your ability to build relationships, coordinate across teams, and proactively solve challenges will directly contribute to client satisfaction, retention, and long-term success. This is an excellent opportunity for a customer-focused professional who enjoys working in a fast-paced environment and takes pride in delivering an exceptional client experience.

Requirements

Minimum 3+ years of experience in customer onboarding, customer success, client services, account coordination, relationship management, hospitality, or a similar client-facing role.
Exceptional customer service and relationship-building skills.
Strong communication skills with the ability to engage professionally with clients and stakeholders at all levels.
Proven ability to manage multiple priorities while maintaining accuracy and attention to detail.
Strong organizational, problem-solving, and critical-thinking abilities.
Experience working cross-functionally in a collaborative business environment.
Experience using CRM platforms, operational systems, and Microsoft Office applications.
A proactive, solutions-oriented mindset with the ability to independently drive issues to resolution.
English fluency required

Nice To Haves

Professional services, certification, SaaS, healthcare, hospitality, or regulated industry experience is an asset.
Portuguese and/or Spanish language skills are a plus.

Responsibilities

Serve as the primary point of contact for newly contracted clients during onboarding and transition activities.
Create a welcoming and professional onboarding experience that reinforces a client's decision to partner with BSI.
Build trusted relationships through proactive communication, responsiveness, and attention to detail.
Guide clients through onboarding requirements, timelines, expectations, and next steps.
Coordinate onboarding activities and ensure smooth handoffs between Sales, Operations, Finance, Scheduling, and Service Delivery teams.
Monitor onboarding milestones and proactively drive timely completion of deliverables.
Identify and address client concerns before they become escalations.
Maintain accurate client records, onboarding documentation, and activity tracking within CRM and internal systems.
Analyze feedback and onboarding trends to identify opportunities for continuous improvement.
Support initiatives that enhance customer satisfaction, retention, operational effectiveness, and overall client experience.