Senior, Client Onboarding Specialist

Intelcom•Montreal, QC

7d•Onsite

About The Position

Intelcom | Dragonfly is Canada’s leader in last-mile logistics, with operations across three continents. We are seeking a Senior Client Onboarding Specialist to play a strategic role at the heart of our logistics operations. This role involves leading a team, overseeing global client onboarding, driving automation, and optimizing processes to ensure client success and operational efficiency. We are a company guided by strong values: collaboration, innovation, excellence, and responsibility, embracing diversity, equity, and belonging.

Requirements

3+ years of experience in a customer-facing or project management role.
At least 1-2 years of experience leading or managing a small team.
Strong organizational skills with the ability to manage multiple projects, timelines, and client expectations in a fast-paced, global environment.
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.

Nice To Haves

Bilingual (English and French) is a plus.

Responsibilities

Build, manage, and lead a small team of Client Onboarding Specialists, ensuring alignment with global client needs and operational objectives.
Provide leadership, mentorship, and training to team members to foster a collaborative and high-performance team culture.
Oversee the successful execution of the onboarding process for clients worldwide, ensuring solutions reflect regional realities and regulatory requirements.
Act as the point of escalation for complex or urgent client onboarding issues, resolving problems with a focus on client satisfaction and operational efficiency.
Ensure onboarding solutions address specific client needs and enhance their success through seamless integration.
Focus on a client-centric onboarding journey, building strong relationships and delivering exceptional experiences.
Collaborate with clients to understand their business needs and technical requirements, customizing the onboarding experience.
Collect client feedback to ensure satisfaction and share it with internal teams for continuous improvement.
Drive the automation of the client onboarding process, identifying areas to streamline workflows and reduce manual interventions.
Collaborate with cross-functional teams to implement automated systems, tools, and processes that enhance operational efficiency and scalability.
Lead efforts to develop scalable solutions that support the company's growth and global stakeholders.
Regularly review and optimize the client onboarding process to enhance efficiency, reduce time-to-value, and improve client satisfaction.
Promote a culture of innovation and process improvement, encouraging team members to contribute ideas.
Ensure best practices are followed across the team, including documentation, communication, and task management.
Work closely with internal teams (Sales, Account Management, Customer Service) to ensure seamless handoffs and consistent client communication.
Act as a liaison between the client and internal stakeholders to ensure client needs are understood and addressed.
Partner with the Sales team during the pre-sales phase to gather client requirements and use case information.
Coordinate the delivery of onboarding projects across multiple clients, ensuring milestones are met and the experience is seamless.
Manage and track the status of onboarding projects for efficient execution and timely issue resolution.
Lead onboarding workshops and training sessions for internal stakeholders.
Contribute to the creation of self-service resources, training materials, and knowledge bases.
Track and report on the success of client onboarding, assessing team performance, client satisfaction, and process efficiency.
Share key performance metrics and insights with leadership to inform decisions and optimize the client onboarding strategy.