Client Onboarding Specialist

3 days ago


Montréal, Canada LifeWorks Full time

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Summary:
Customer Onboarding Specialists are responsible for activities specific to new customer set up on the LifeWorks platform. Working closely with our Customer Success Managers (CSMs) and Implementation Managers, Client Onboarding Specialists are key to facilitating a world-class customer onboarding experience and seamless introduction to our Employee Engagement Platform.

**Responsibilities**:

- Creates and configures customer networks on the LifeWorks platform, and updates features on existing networks
- Tests network functionality prior to each launch; troubleshoots technical issues pre and post launch
- Manages customer (and internal) requests and expectations during the LifeWorks platform launch project including: planning and execution
- Monitors each step in the process; identifies potential issues and mitigates them
- Participates in customer meetings as required for key client launches, or for Total wellbeing platform launches
- Liaising with various internal teams including Sales, Success Managers and Developers to ensure customer requests are responded to in a timely manner
- Works closely with Implementation team to understand client requirements for account launch, and to incorporate these processes into the overall platform launch project
- Promotes team work and collegiality in the work environment
- Works independently with mínimal supervision
- Manages multiple projects simultaneously, prioritizing and managing multiple tasks and activities specific to each customer
- Attends internal training sessions to build knowledge of products & solutions, best practices, industry topics and trends
- Assists with special projects and other tasks, as required

Succeeding as a Client Onboarding Specialist will require the following qualifications and key skills:

- Diploma, or degree with a focus in Information Technology (IT), Computer Science, or a related technical field preferred, or equivalent work experience required
- 2+ years of related work experience in a technical support role
- Additional experience with, or aptitude for providing a high level of customer service required
- Project Management experience and/or education is a significant asset
- Knowledge of employee well-being, EAP, Benefits and Pension, and/or Health and Wellness is an asset
- Understanding of LifeWorks Core / Total Well-being platform is an asset
- Strong ability to negotiate, manage conflict and manage risk
- Proven ability to be reliable, consistent, flexible and adaptable
- Bilingual (English / French) strongly preferred

LI-JD2

LI-Remote

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.



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