Onboarding Leader, Client Success Team

VEERUM is committed to the visualization, centralization, and optimization of asset data. Team members will be provided a SOLID work environment, including support, optimism, listening, innovation, and dedication. We are searching for an Onboarding Leader to be a key member of the Client Success Team that promotes onboarding, retention, value growth, and loyalty to assigned clients.

The day-to-day activities of the Onbarding Leader, Client Success Team play a vital role in ensuring the smooth and successful onboarding of new clients. Your primary responsibility will be to manage and coordinate all aspects of the onboarding process, working closely with the client success team, sales team, and other relevant stakeholders. Your goal will be to establish strong relationships with clients, understand their needs, and facilitate their successful integration into our products, solutions, and services.

The ideal candidate is highly organized, possesses excellent communication and project management skills, and is passionate about delivering exceptional client experiences. Experience in Agile Project Management is preferred.

As our Onboarding Leader, Client Success Team, your day-to-day responsibilities will be:

Onboarding Process Management

• Develop and implement a comprehensive onboarding process for new clients, ensuring clarity and efficiency from initial contact to successful integration. The onboarding process for each new client is approximately one to three months long
• Coordinate with cross-functional teams, including sales, product, and client success, to gather and organize all necessary resources and information required for a successful onboarding experience. Ensure key metrics are obtained such as user activation, adoption, cNPS, and value delivered
• Manage timelines, milestones, and deliverables, ensuring onboarding projects are completed within agreed-upon timelines

Client Relationship Management

• Collaborate with the Client Success Team to identify upsell and cross-sell opportunities, promoting the value of additional products or services
• Advocate for our client’s feedback into various VEERUM processes such as product management, marketing, sales, training, etc.
• Serve as the primary point of contact for all clients during the onboarding process fostering strong relationships and acting as a trusted advisor. Work closely with Solutions Technical Team Leader and the Account Executives during the onboarding phase
• Conduct regular check-ins and provide proactive updates to clients, addressing any questions, concerns or issues that arise during the onboarding

Training and Education

• Provide ongoing support and guidance to clients, assisting with troubleshooting, resolving technical issues, and optimizing their use of our offerings
• Coordinate the delivery of tailored training programs to clients, ensuring they have a thoughtful understanding of our products or services and how to effectively use them. Collaborate with VEERUM’s Client Experience and Training Leader

Continuous Improvement

• Stay updated on industry trends and best practices related to client success and onboarding, sharing insights and recommendations with the team
• Collect feedback from clients on their onboarding experience, analyzing data and identifying areas for improvement. Utilize Agile methodologies to derive user experiences.
• Collaborate with internal teams to implement process enhancements, optimize onboarding workflows, and streamline the client onboarding journey

What we're looking for on your resume:

• Bachelor’s degree in computer science, project management, or related field (or equivalent experience)
• Strong interpersonal and communication skills, with the ability to build rapport and effectively convey information to clients and internal teams
• Knowledge of asset management in an industrial setting (Mining, Oil and Gas, Energy, etc..) and familiarity with relevant software or technology products
• PMP or Agile PMP certification preferred
• Detail-oriented mindset, ensuring accuracy and completeness in all aspects of onboarding projects.
• Proficiency in using project management tools and customer relationship management (CRM) systems
• Excellent organizational and time management skills, with the ability to manage multiple projects simultaneously
• Demonstrated problem-solving abilities and a proactive approach to addressing client needs
• At least 3+ years of experience in IT Agile project management, preferably in a client-facing or customer success role. Experience with IT/OT asset management business systems is a big plus

Join our team as a Client Success Onboarding Project Manager and contribute to the success of our clients by ensuring a seamless onboarding experience. Apply your project management expertise and customer-centric mindset to drive client satisfaction and facilitate long-term partnerships.

During the interview process, we will be looking for behaviours that demonstrate:

• Knowledge of current digital innovation industry trends
• Ability to think critically about business, product, and technical challenges
• Your commitment to curiosity and dedication to continual improvement of yourself and the team
• Influential communication skills: your ability to communicate across all levels of an organization and its clients

VEERUM offers:

• Health and dental benefits
• A team built on the foundation of trust
• A competitive salary and bonus program
• Time off that supports work / life integration
• Flexible remote work environment

To apply, please upload your cover letter and resume (in one document). While we appreciate all resumes, only those deemed qualified by the hiring manager will be contacted.

At VEERUM, they represent a diverse workforce, and we are proud to provide equitable and inclusive opportunities that support belonging. We encourage all applications who are legally able to work in Canada or the USA to apply!