Customer Onboarding Team Leader

6 months ago

Ottawa, Canada Convergence Networks Full time

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

As an Onboarding Team Leader, you will play a pivotal role in overseeing the project management aspect of onboarding new clients, ensuring their seamless integration into our services. You will lead a team responsible for guiding clients through the onboarding process, managing timelines, resources, and deliverables to ensure successful implementation. This position requires a blend of leadership, technical proficiency, and adept project management skills.

WHAT DOES OUR CUSTOMER ONBOARDING TEAM LEADER DO?
- **Team Leadership**:

- Lead and mentor a team of customer onboarding specialists.
- Set clear goals and expectations for the team, and monitor performance against project milestones.
- Foster a collaborative team environment focused on delivering exceptional customer service and project outcomes.
- Provide guidance and support to team members in managing client expectations and resolving project-related issues.
- **Project Management**:

- Develop and maintain comprehensive project plans for each client onboarding, outlining tasks, timelines, dependencies, and resources required.
- Coordinate with internal stakeholders, including sales, support, and technical teams, to ensure alignment on project objectives and deliverables.
- Monitor project progress closely, identifying and addressing potential risks or roadblocks to ensure timely completion.
- Communicate regularly with clients to provide updates on project status, address concerns, and gather feedback.
- **Client Onboarding Process Management**:

- Define and implement standardized processes and workflows for client onboarding, incorporating project management best practices.
- Develop comprehensive client-facing materials, including welcome kits, onboarding guides, and training documentation, to streamline the onboarding process and empower clients to navigate our services effectively.
- Collaborate with clients to gather requirements, establish project scope, and define success criteria for onboarding initiatives.
- Act as the primary point of contact for clients during the onboarding process, managing expectations and facilitating effective communication.
- Implement strategies for gathering comprehensive client feedback post-onboarding, utilizing surveys, interviews, and other feedback mechanisms to assess satisfaction levels, identify areas for improvement, and drive continuous enhancement of the onboarding process and overall customer experience.
- **Documentation and Reporting**:

- Maintain detailed documentation of project plans, including task lists, timelines, and resource allocations.
- Generate regular reports on project progress, highlighting key metrics such as project completion rates, adherence to timelines, and client satisfaction scores.
- Use project management tools and techniques to track and analyze project performance, identifying areas for improvement and implementing corrective actions as needed.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?
- Bachelor's degree in Business Administration, Information Technology, or a related field (or equivalent work experience).
- 5-10 years of proven experience in a customer-facing role within the IT industry, with a focus on customer onboarding, implementation, and project management.
- Top of Form
- 2-3 years experience working directly with client management level and above, showcasing the ability to understand and address their needs
- Strong leadership skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and colleagues.
- Proficiency in project management methodologies and tools.
- Solid understanding of managed services, cloud computing, and IT infrastructure.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

WHAT WOULD HELP SET ME APART FROM OTHER CANDIDATES?
- Certification in project management (e.g., PMP, Prince2).
- 5-10 years experience working with MSP platforms and tools.
- Familiarity with ITIL (Information Technology Infrastructure Library) best practices.
- 2-5 years of previous experience in a leadership or supervisory role.

WHAT IS THE WORK ENVIRONMENT LIKE?
- Normal office working conditions. Work requires regular sitting/standing at a desk,
working with a computer. This position requires standing, walking, sitting, using
hands, seeing, reaching, talking, writing, and hearing; it may require occasionally
carrying or lifting equipment if working on-site.
- Position may require hours that exceed normal working hours per day during peak
peri

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