Gestionnaire, Intégration des clients / Manager, Client Onboarding

Waste Logic • Edmonton, AB

3d • Onsite

About The Position

As the Manager, Client Onboarding, you will lead and continue building Waste Logic's national client onboarding program. You will be responsible for ensuring new clients experience a seamless transition from signed agreement through service implementation, onboarding completion, and account stabilization.

This role combines people leadership, project management, client experience, and operational governance. You will oversee the Client Onboarding Analyst and Onboarding Data Analyst functions while working cross-functionally with Business Development, Procurement & Vendor Partnerships (PVP), Account Management, Customer Experience, Finance, Sustainability, and Operations to ensure successful client implementations.

The ideal candidate is a strong people leader who has previously managed an onboarding, implementation, customer success, or client transition team. They are highly organized, process-oriented, client-focused, and passionate about creating exceptional client experiences while developing high-performing teams.

Requirements

• Strong analytical skills with the ability to interpret data and make actionable recommendations
• Excellent verbal and written communication skills in English
• Proven experience in relationship management and customer retention
• Strong negotiation skills and a strategic mindset
• Excellent organizational skills and ability to prioritize tasks
• Ability to think critically and problem-solve in a fast-paced environment
• Flexible and adaptable to change
• Diploma or Degree in Business, Operations, Project Management, Communications, Customer Success, or related field
• Equivalent combination of education and relevant experience will be considered

Nice To Haves

• Fully bilingual in English and French (verbal and written) – required
• Proven experience leading and developing employees
• Strong project management and organizational skills
• Exceptional verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to prioritize competing demands in a fast-paced environment
• Strong client relationship and stakeholder management skills
• Experience creating, improving, and documenting business processes
• Ability to lead through change and continuous improvement initiatives
• Strong analytical skills with the ability to interpret data and identify trends
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Experience with CRM platforms such as HubSpot, Salesforce, or similar systems

Responsibilities

• Lead, coach, and develop the Client Onboarding team through regular performance management, training, mentoring, and career development initiatives.
• Oversee the onboarding process from contract execution through account stabilization, ensuring clients receive consistent and high-quality onboarding experience.
• Manage onboarding timelines, implementation activities, service launches, multi-site projects, and onboarding priorities to ensure successful execution.
• Own onboarding communication standards, onboarding NPS performance, and other client satisfaction initiatives.
• Act as the primary escalation point for onboarding-related issues, ensuring timely resolution and positive client outcomes.
• Partner with Sales, Account Management, PVP, Finance, Sustainability, Customer Experience, and Operations to support successful onboarding outcomes.
• Identify and implement process improvements, automation opportunities, and operational efficiencies that improve scalability, consistency, and client experience.
• Maintain onboarding standards, documentation requirements, HubSpot data integrity, and onboarding Policy, Process, and Procedure.
• Monitor onboarding KPIs, onboarding cycle times, onboarding NPS, first invoice accuracy, onboarding risks, and team performance metrics.

Benefits

• Competitive base salary and bonus plan
• Full benefits package including Extended Health, Dental, Life, AD&D, LTD, Critical Illness, Employee and Family Assistance Program, Group RSP matching
• Opportunities for growth and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree