Onboarding Manager

2 weeks ago

Toronto, Canada Xello Full time

Xello is looking for an Onboarding Manager (Bilingual English/French)
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Who are you?

You are passionate about helping people by digging deep and finding creative solutions to their problems. As a result, you have a proven track record of supporting clients in onboarding and successfully adopting new technologies, preferably in SaaS. A naturally empathetic communicator and relationship-builder, you take pride in providing the highest level of service and managing each client’s experience through spirited, genuine, and supportive interactions. An insatiable love for learning drives you to increase product knowledge through personal exploration, collaboration with peers, and listening to your clients’ stories. Above all, you identify with our mission of empowering educators with tools to help students plan their successful futures.

Working collaboratively with Xello’s sales, success, and data services teams, the onboarding manager supports new clients to ensure their adoption of Xello is as seamless as possible. As the technical contact for new clients, you’ll reach out frequently as you identify, implement, and configure products to suit their needs. Your proactive approach to identifying issues, and anticipating and solving problems will inspire deeper client confidence and engagement with Xello. Your tech-savvy nature, eagerness to understand, and ability to plan and deliver effective presentations in order to create moments of truth for clients brings the Xello service standard to life.

Sound exciting to you? Read on

What you’ll do

Act as the reliable and responsive technical contact for new Xello clients, gathering the appropriate information to identify, implement, and configure products to best meet their needs to ensure a successful onboarding experience
Engage with clients regularly to ensure consistent data transfer, support, implementation, expectations, and timelines
Become an expert in all products and features offered to our clients, igniting their excitement about using Xello through your own enthusiasm and deep knowledge
Review, compile, and analyze information in order to clearly communicate with clients and internal stakeholders
Anticipate, investigate, and troubleshoot potential technical issues and product challenges that may arise
Build sustainable, trusting relationships with clients, focusing on delivering value with each positive and engaged interaction
Liaise between clients and Xello to effectively and efficiently improve client experiences
Help clients become more self-sufficient by walking them through solutions and guiding them to appropriate resources
Maintain the highest levels of client satisfaction and provide a sense of urgency that meets clients’ expectations
Collaborate closely with sales, success, and data services teams to ensure that clients’ experiences are positive across multiple touchpoints
Share insights, experiences, and lessons learned with the onboarding team

What we’re looking for

3+ years of demonstrated onboarding and client support experience in the deployment of a technology-based solution
Must be fluent in English and French
Proven track record of successful data integration and management, due in part to strong relationship-building skills and ability to connect with clients
Exceptional problem solving and investigative troubleshooting skills, with the ability to think creatively and be resourceful when assisting clients
A keen attention to detail, and highly organized when it comes to information management, planning, and time management
Self-directed, with the ability to effectively prioritize tasks and manage multiple projects simultaneously
Excellent written and verbal communication skills and presentation skills
A positive attitude and a passion for career development
Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
A university or college degree, or equivalent
Experience with Student Information Systems (SIS)
Experience working in a SaaS environment or the education technology industry

We’re Xello - Join us

We are Xello (CASCAID in the UK), formerly Career Cruising, the leading developer of future readiness programs in North America and the UK and soon the world Our mission is to help anyone, anywhere in the world to create a successful future through self-knowledge, exploration, and planning.

We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s lives. We are an inclusive, equal opportunity employer.

Embracing agile practices, an innovative mindset, and keeping our users at the heart of what we do, are just a few of the keys to our success.

In addition to working with leading technologies, we are committed to continuous learning and growth through internal/external training and mentor

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