New Client Onboarding Specialist

2 weeks ago

Montréal, Canada Intelcom Full time

Ride the next mile with us
- Intelcom is a fast-growing company from Montreal who works in the online commerce delivery sector. Our goal is simple: in a constantly changing industry, we don't just follow, we get ahead. We aim to play an important role in Canadians buying’s always evolving eCommerce behavior. In this growth context, we welcome new clients every month.

The New Client Onboarding Specialist plays a vital role in onboarding clients successfully with us, with our platform and with our teams. You will foster strong client relationships providing exceptional customer service, being the primary point of contact for clients, addressing their inquiries, resolving issues, and coordinating with internal teams to deliver solutions that meet and exceed client expectations.

Part of the Client Experience team, you will be part of Intelcom’s differentiation by transforming current practices, leading cross-functional teams towards a best-in-class customer experience.

To be successful in this role:

- You are organized, and love the finer details, but you can also think bigger picture.
- You are someone who enjoys maintaining existing and building new relationships.
- You are a trusted advisor who will support our clients and internal stakeholders with all things on the onboarding process.
- You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
- You are someone with a strong work ethic.
- You have strong written and verbal communication skills, with experience presenting to groups of customers virtually and in person.
- You are someone who thrives in a fast-paced and changing environment.
- You are someone who will be able to assist and participate in webinars, documentation, training, and other avenues to share and educate.

What You'll Do
- Serve as the customer’s main point of contact through their initial onboarding. You’ll deeply understand their business and technical needs.
- Own the Onboarding process, working with clients and partnering with our internal teams to ensure a successful client onboarding timeline.
- Project manage multiple concurrent onboardings with a variety of scopes. Working with clients who bring varying use cases, complexities, and resources of their own.
- Lead Onboarding kick offs, training workshops, escalation calls, and ad-hoc meetings as required.
- Act as a trusted advisor to the client, collecting and sharing feedback, actioning requirements with urgency and escalating whenever required.
- Work closely with our Sales team to capture client requirements, milestones, and use case information to inform handovers and project kick-offs.
- Advocate for systems and process improvement, seeking opportunities to innovate and automate wherever possible.

What You Bring
- Over 5 years’ experience in a technical customer-facing role, or a non-technical customer-facing role but you have a deep technical curiosity.
- Strong project management skills, you are organized, can set realistic expectations and ensure timely project delivery.
- Exceptional written and verbal communication skills, able to articulate technical concepts to non-technical audiences while maintaining a customer-oriented attitude.
- You are good at multi-tasking, comfortable managing competing priorities and operating with situational urgency.
- Experience working cross-functionally to deliver outcomes.
- Strong interpersonal skills and an ability to build rapport with customers.
- Experienced with Microsoft Office.
- Work well with a team and independently.
- Resourceful, reliable, and takes initiative.
- Problem-solving aptitude.
- Fluently Bilingual (English and French):
Bonus points if you have:

- Experience working with Microsoft Dynamics365 or other CRM solutions
- Experience working with API-driven solutions
- Technical Support background

At Intelcom, we encourage initiative and value creation through participatory projects and an open culture. Together, we are building a knowledge-sharing community and developing many collaborative projects to offer a personalized and flexible delivery service.

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

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