Onboarding Specialist

Client Experience Account Manager & Onboarding Specialist

As a Client Experience Account Manager & Onboarding Specialist, you will serve as the first point of contact for new clients, guiding them through the onboarding journey and ensuring a smooth transition into our services. You will play a key role in delivering an exceptional client experience by conducting welcome calls, coordinating onboarding activities, addressing client concerns, and supporting retention efforts. Success in this role requires a strong understanding of client needs and the ability to provide effective solutions and support.

You will be working in Downtown Toronto, off of King and Union Station.Monday-Friday 9-5:30pm.Key Responsibilities

• Act as the primary contact for newly signed clients, conducting welcome calls promptly to introduce services and ensure a positive onboarding experience.
• Provide a high-touch onboarding experience for priority and VIP clients, emphasizing personalized support and service value.
• Build strong client relationships by delivering consistent, responsive, and professional support throughout the onboarding process.
• Coordinate and schedule onboarding appointments with internal consultants and service teams to ensure all required meetings are completed.
• Manage, reschedule, and follow up on missed or outstanding appointments to maintain onboarding timelines and service delivery standards.
• Conduct follow-up calls to gather feedback, assess satisfaction, and support long-term client engagement.
• Serve as the main point of resolution for client concerns, focusing on retention and positive client outcomes.
• Ensure all client concerns, complaints, and service issues—both verbal and written—are properly documented and handled in accordance with internal procedures.
• Investigate service-related concerns through collaboration with clients and internal departments to identify appropriate resolutions.
• Resolve client issues in a timely, professional, and courteous manner while maintaining a client-focused approach.
• Determine when matters require escalation to other departments, including Collections or Compliance, and ensure seamless internal handovers.
• Support administrative functions within the Client Experience team, including progress tracking, reporting, and completion of delegated tasks.

Education/Experience

• Minimum of one (1) year experience in a client retention / client satisfaction role.
• Must have experience in client services, negotiations, and escalation management.
• Previous experience of Salesforce is considered an asset.

What you Bring to the Team

• Stellar service delivery, showcased by your exceptional communication skills.
• A keen eye for detail, with the ability to thrive in our dynamic, fast-paced environment.
• Independence in execution, but also a team player when needed.
• Proficiency with Microsoft Office tools.
• An enthusiastic, proactive approach with a proven ability to handle pressure and challenges with a solution-oriented mindset.

Perks and Benefits

• Paid day off on your birthday
• 3 weeks vacation
• Enhanced health and dental benefits
• Registered Retirement Savings Plan (RRSP) matching program
• Prime downtown location near Union Station
• Increased vacation entitlement after 2 and 5 years of service