Customer Onboarding Project Manager

1 week ago

Vaughan, Ontario, Canada iLobby® Facility & Visitor Management Full time
About iLobby Visitor Management

iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide.

With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency. We pride ourselves on being a great place to work, offering a range of experiences and opportunities that will help our employees achieve their career and personal goals and enable them to live a healthy and balanced life.

To support our growth, we are expanding our Customer Experience team and are looking for a Customer Onboarding Specialist. As a key member of this team, you will be responsible for owning the entire iLobby onboarding process, from training to kiosk hardware delivery, delivering first value, and project managing a successful implementation.

This role is a hybrid position where you'll be required to come into our office twice a week. You will thrive in a fast-paced environment, working closely with customers to ensure seamless onboarding experiences.

Job Description
  • Run productive onboarding calls and training sessions with customers to educate and guide through configuration process - you thrive on teaching and are a very extroverted person.
  • Consult with the client to gather and document use case configuration requirements.
  • Take point on resolving implementation issues: Hardware delivery, software setup accuracy.
  • Make sure iLobby's software product is configured according to customers' use cases and outlined configuration workflow in order to drive fast adoption upon launch.
Onboarding Project Management
  • Own and manage the customer relationship from the point of sale through successful implementation of iLobby.
  • Coordinate hardware deployment either internally or to 3PL.
  • Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required.
  • Build customer accounts within the iLobby portal according in alignment with compliance guidelines.
  • Handle customer workflow, facility, and personal information according to sensitive data handling best practices.
Requirements and Qualifications

We're looking for a highly motivated and organized individual with:

  • 2+ years of project management, SaaS onboarding, account management or involvement in other customer success positions.
  • Effective multi-tasking, outgoing communication, to maintain implementation SLA and positive CSAT.
  • A willingness to wear multiple hats when needed and want to provide feedback to help mature the onboarding process based on your experience.
Benefits
  • Comprehensive health coverage (includes Dental and Vision coverage)
  • A Hybrid work environment with our office based in North York, Toronto
  • We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply.

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