Customer Onboarding Project Manager Customer Services · Canada (Remote)

BigHand Limited; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

BigHand Limited is seeking an Onboarding Project Consultant to join their Customer Experience team. In this role, you will manage and deliver Workflow projects, utilize your project management skills in a professional services environment, and help clients optimize their technology solutions. The ideal candidate will have significant project lifecycle experience and technical expertise in tailoring software configurations to meet customer needs.

Benefits

15 days holiday per year + 2 personal days

3 additional days off between Christmas & New Year

Wellbeing benefits including medical and dental

Company-wide wellness day

Opportunities for volunteer events

Career growth opportunities

Enhanced parental leave and fertility support

Flexible spending financial benefits

Remote working

Qualifications

• Minimum of 3 years’ full project lifecycle delivery experience in a legal or professional services environment.
• Proven track record of delivering end-to-end technology projects.
• Strong understanding of enterprise IT solutions and architecture.

Responsibilities

• Lead and deliver successful Workflow software projects focusing on outcomes.
• Manage a portfolio of Workflow projects ensuring timely delivery.
• Deliver user demonstrations and training sessions as needed.

Skills

Project Management

Communication

Organization

Interpersonal Skills

Collaboration

Education

Degree or equivalent professional experience

Job description

About BigHand

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

We are a business driven by our values and have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

About the role

The Onboarding Project Consultant will join the Customer Experience team working for the Workflow business unit and is expected to make a valuable contribution with a can-do attitude and meet delivery objectives in a profitable manner.

Duties of the Onboarding Project Consultant include the full-lifecycle delivery of BigHand Workflow Solutions to customers as well as involvement in internal initiatives. The Project Consultant will operate in a matrix management style, working closely with the wider organisation to ensure projects are delivered to the agreed performance criteria.

What you’ll do

Project Management – Lead and deliver successful Workflow software projects with a focus on outcomes, stakeholder alignment, and operational excellence.

• Portfolio Leadership – Manage a portfolio of low to medium value Workflow projects, ensuring each is delivered on time, within scope, and aligned to defined success criteria.
• Project Delivery – Provide clear leadership and direction to ensure both deliverables and outcomes are achieved, managing scope and change to maintain profitability.
• Project Stakeholder Engagement – Lead cross-functional project teams, including internal teams, partners, and customers, fostering collaboration and accountability.
• Project Governance – Establish and maintain control over projects and sub-projects, following the communications plan to ensure stakeholders are well-informed.
• Risk & Issue Management – Proactively identify, track, and manage project risks, issues, assumptions, and dependencies, escalating exceptions promptly.
• Training & Support – Deliver user demonstrations and training sessions as required to support user adoption and readiness.
• Project Closure – Ensure a structured and efficient handover of project assets and documentation to relevant stakeholders upon completion.
• Transparency & Reporting – Promote openness and visibility across the team regarding project status, ensuring internal systems are consistently updated and accurate.

Software Configuration Consultancy – enabling customers to maximize value from our software through configuration guidance.

• Solution Configuration Advisory – offer consultancy to tailor and optimize the software configuration to meet specific customer needs and use cases.
• Requirements Analysis – lead the elicitation, documentation, and translation of business requirements into system configuration specifications.
• Process Mapping & Optimization – conduct workshops to document current ("As-Is") workflows and design future-state ("To-Be") processes aligned with software capabilities.

What we’re looking for

Qualifications & Experience

• Degree educated or possessing equivalent professional experience.
• Minimum of 3 years’ full project lifecycle delivery experience in a legal or professional services environment.
• Proven track record of delivering end-to-end technology projects, leading internal teams, clients, and third-party vendors to meet defined success criteria.
• Exposure to strategic transformation and change management initiatives.
• Knowledge of legal industry software solutions (e.g., practice management, workflow, document automation) is beneficial.

Skills & Capabilities

• Excellent communication, organization, and interpersonal skills, with strong commercial awareness.
• Flexible, collaborative, and willing to support broader business needs as required.
• Confident in remote meeting facilitation and operating effectively in a hybrid or fully remote environment.

Technical Expertise

• Strong understanding of enterprise IT solutions and architecture.
• Strong consultancy skills, including the ability to uncover customer needs and design tailored, value-driven solutions.
• At least 2 years’ experience in a solution design or technical consultancy role within a technology-driven business.

What we offer

• 15 days holiday per year (exc. public holidays) + 2 personal days to take for anything you like!
• 3 additional BigHand days off between Christmas & New Year
• Wellbeing benefits including medical, dental, vision,online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back with company volunteer events and individual volunteer days
• Career growth opportunities and study leave options
• Family benefits including enhanced parental leave, secondary caregiver leave and fertility support
• Financial benefits including retirement plan, life assurance, and flexible spending
• Fully remote working
• Growing business with a global presence and a true focus on work-life balance

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.