Onboarding Specialist (Contract)

TMX Group • Toronto, ON

7d • CA$70 - CA$75 • Hybrid

About The Position

The Onboarding Specialist is a master at increasing product adoption and enabling customers' success through in-depth product understanding. They greet new customers in onboarding calls, often with a Client Service Manager present, and offer product tours, assist in setup, testing, and aid in implementation. Onboarding is a crucial point in the customer journey. In many cases, it determines whether a customer stays or leaves. The Business Development / Client Onboarding Specialist is, therefore, a vital part of the Business Development & Strategic Client Engagement team. A Client Onboarding and Testing Specialist ensures smooth integration of new clients into a platform, product, or service by managing onboarding, training, and system testing. The role involves client engagement, technical validation, and process optimization. He/she will work closely with the Strategy and Innovations team and the Head of Client Success, to ensure awareness of the full suite of products and services offered and a seamless onboarding experience for all clients.

Requirements

• Effectively manages multiple initiatives and collaborates with various teams across the organization, as needed
• Comfortable working with a variety of technical applications and software, and gathering business requirements and mapping processes
• Detail focused with an ability to work with large volumes of data, keep organized and identify discrepancies and/or inconsistencies
• Able to work with clients and subject matter experts to collect detail and map out business processes, as needed
• Flexible to take on a variety of tasks, organized to keep track and diligent to ensure completion to meet deadlines
• Ability to work independently with minimal direction and supervision, and capable of prioritizing tasks
• Strong analytical and goal-oriented mindset
• An aptitude for identifying inefficiencies and proposing processes improvements
• Good interpersonal skills with the ability to communicate effectively across teams and with varying personalities
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
• Ability to explain complex processes in simple terms and comfortable preparing presentations and presenting
• Reliable and ethical, respecting customers’ confidentiality at all times
• Willingness and ability to adapt to a changing environment and responsibilities
• University degree, preferably in Business or equivalent
• 3-5 years of experience in communications, customer service and support, sales, account management, or customer success.
• Strong proficiency with Microsoft Office, Google Suite (Gmail, Docs, Slides & Sheets)
• Knowledge of Excel / Google Sheets (Vlookups, Hlookups, conditional formatting, if/and/or statements, index/match, concatenate, transpose, filtering, sum product, etc.)
• Knowledge of the Global Financial Markets industry, with an emphasis on North America

Nice To Haves

• Customer success courses / training are good to have.
• Knowledge of CDS and/or CDS systems is an asset
• Experience developing training materials and facilitating training with end-users is an asset
• Bilingual with the ability to speak, write and read in both French and English is an asset

Responsibilities

• Coordinating and scheduling internal and external meetings related to onboarding client prospects.
• Client Relationship Management – Serve as the main point of contact during onboarding.
• Guiding Clients Through Onboarding Processes – Ensure a seamless transition by assisting with system setup and configuration.
• Training & Documentation – Conduct walkthroughs, workshops, and knowledge-sharing sessions to educate clients on workflows.
• Account Setup & Configuration – Work closely with internal teams to ensure smooth client activation.
• Customization & Requirements Gathering – Understand client-specific needs and tailor onboarding processes accordingly.
• Issue Resolution & Escalation – Troubleshoot onboarding challenges and coordinate with internal teams for solutions.
• Pre-Trade & Post-Implementation Testing – Validate system performance, trade workflows, and integration points.
• UAT (User Acceptance Testing) Coordination – Work with clients to execute test cases and provide feedback.
• Data & System Validation – Ensure accurate setup, trade execution, and reporting functionality.
• Regression Testing – Conduct tests when system updates occur to ensure no disruptions in service.
• Document Test Results & Findings – Provide detailed reports to internal teams and clients.
• Cross-Team Collaboration & Process Improvement:
• Work with Product, IT, and Ops Teams – Ensure technical and operational readiness for onboarding.
• Develop & Optimize Onboarding Processes – Identify gaps and improve efficiency.
• Conducting onboarding meetings, product tours, company presentations, and product demos.
• Understanding customer context and goals and providing product information to best serve those goals.
• Educating customers and optimizing their product setup for the quickest path to success.
• Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
• Assisting customer support with customer issues and requests.
• Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently.

Benefits

• Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.
• Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.
• Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.
• Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived!
• Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level