Customer Onboarding & Adoption Lead

RiseMe; Ottawa; On-site; CAD 82,000 - 111,000; Full time

Benefits offered by this job

Generous paid time off policy

Travel perks/discounts

Health & Wellness Programs

Employee Financial Wellness Services

Job summary

Flight Centre Travel Group's Corporate Traveller brand in Ottawa is seeking an Onboarding Success Manager to guide new and existing clients through onboarding, ensure a smooth implementation, and drive early adoption of Melon and related solutions. You will coordinate with Sales and operations to deliver successful launches and lasting customer success from day one.

The role requires project management, client relationship skills, and training delivery, with hands-on experience in HR Feeds, SSO,

Qualifications

• 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).
• Fluent or native French language skills (desired).
• Degree qualification (preferred).
• Experience with Concur onboarding and implementation (advantageous).
• Experience configuring HR Feeds, SSO, Duty of Care, or similar technical solutions (advantageous).
• 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

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

Skills

Client onboarding

Project management

Customer relationship management

Training delivery

Sales collaboration

Education

Degree qualification

Tools

Salesforce

Wrike

Vidyard

Microsoft Office

Concur onboarding

Job description

Flight Centre Travel Group's Corporate Traveller brand in Ottawa is seeking an Onboarding Success Manager to guide new and existing clients through onboarding, ensure a smooth implementation, and drive early adoption of Melon and related solutions. You will coordinate with Sales and operations to deliver successful launches and lasting customer success from day one.

The role requires project management, client relationship skills, and training delivery, with hands-on experience in HR Feeds, SSO,