Corporate Traveller - Onboarding Success Manager - Ottawa, ON

Flight Centre Travel Group; Ottawa; On-site; CAD 87,000 - 107,000; Full time

Benefits offered by this job

Travel perks/discounts

Health & wellness programs

RRSP/RPP with matching

Global career opportunities

Job summary

Flight Centre Travel Group in Ottawa is seeking an Onboarding Success Manager to guide clients through onboarding, ensuring a seamless implementation and strong early adoption of Melon and related solutions. You will coordinate with Sales and operations, deliver tailored training, and act as the primary onboarding contact for key stakeholders.

You will manage multiple onboarding projects, gather feedback, and drive adoption while aligning with Concur onboarding and HR configuration needs.

Qualifications

• Bilingual French/English required for client and team communication.
• Experience in onboarding, implementations, or project management.
• Experience in a customer-facing role is essential.
• Proven ability to build strong client relationships and drive adoption.
• Familiarity with Salesforce, Wrike, Vidyard and Microsoft Office.
• Knowledge of Concur onboarding and implementation is advantageous.

Responsibilities

• Consult with clients to determine onboarding and implementation approaches.
• Manage onboarding projects from contract signing to go-live.
• Build relationships with client stakeholders to support retention.
• Deliver customised training to increase engagement and adoption.
• Act as primary onboarding contact and trusted client advisor.
• Gather and respond to customer feedback throughout onboarding.
• Coordinate with Sales and operations to meet objectives.
• Document client information accurately for operations.
• Support onboarding within Concur and related configurations.
• Monitor milestones and drive timely completion of activities.

Skills

Bilingual French/English

Client onboarding

Project management

Customer-facing

Stakeholder management

Salesforce

Wrike

Vidyard

Microsoft Office

Concur onboarding

Education

Degree qualification (preferred)

Tools

Salesforce

Wrike

Vidyard

Microsoft Suite

Concur onboarding

Job description

Onboarding Success Manager

A world where tech and people work collectively to make corporate travel simpler, faster and easier.

Corporate Traveller is one of Flight Centre Travel Group’s (FCTG) most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. For decades, we’ve been helping go-getter businesses grow through travel.

Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.

About The Opportunity

Are you passionate about helping clients succeed and creating exceptional first impressions? As a Customer Onboarding Success Manager, you will play a critical role in guiding new and existing Corporate Traveler clients through their onboarding journey, ensuring a seamless implementation experience and driving early adoption of Melon and related solutions.

This role combines project management, client relationship management, training delivery, and solution consulting. You'll work closely with clients, Sales, and operational teams to deliver successful launches, maximise technology adoption, and create long-term customer success from day one.

Key Responsibilities

• Consult with clients to determine the most effective onboarding and implementation approach.
• Manage onboarding projects from contract signing through successful go-live.
• Build strong relationships with key client stakeholders to strengthen partnerships and support long-term retention.
• Create and deliver customised training sessions designed to increase client engagement, confidence, and adoption.
• Act as the primary onboarding contact and trusted advisor for clients.
• Gather, analyse, and respond to customer feedback throughout the onboarding process.
• Manage client expectations while advocating for their business needs internally.
• Serve as a solutions expert for onboarding, implementation, and adoption best practices.
• Partner closely with Sales teams to understand client requirements, pain points, and key objectives.
• Ensure accurate documentation and effective communication of customer information to operational teams.
• Facilitate seamless transitions from onboarding to long-term customer support teams.
• Support client onboarding within Concur.
• Assist with advanced technical implementations including HR Feeds, Single Sign-On (SSO), Duty of Care, and related configurations.
• Build and maintain client Melon sites and adjust configurations as required.
• Monitor onboarding milestones and drive timely completion of implementation activities.
• Support sales presentations, pitches, and RFP responses when required.
• Contribute to onboarding process improvements that enhance the client experience.
• Act as a resource for colleagues and participate in team projects and initiatives.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned

Experience & Qualifications

• Bilingual French/English required, due to the nature of the role of dealing with both English and French clients and suppliers
• Bilingual French/English required, due to the nature of the role of dealing with both English and French team members
• Previous experience in client onboarding, implementations, or project management (preferred).
• Previous experience in a customer-facing role (essential).
• Experience building and maintaining strong client relationships.
• Experience facilitating training and driving user adoption.
• Familiarity with Salesforce, Wrike, Vidyard, and Microsoft Suite.
• Familiarity with project management tools.
• Strong problem-solving and creative thinking skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a KPI-driven environment.
• Strong organisational and time management skills.
• Quick learner with a proactive and adaptable approach.
• Travel industry knowledge (preferred).
• Degree qualification (preferred).
• Experience with Concur onboarding and implementation (advantageous).
• Experience configuring HR Feeds, SSO, Duty of Care, or similar technical solutions (advantageous).

Work Perks! - What’s in it for you:

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

Location – Ottawa, Canada

For this position, we anticipate offering an annual salary of $97,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill.

We welcome applications from candidates with diverse experiences

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [e-mail]