Onboarding Specialist guiding Canadian small businesses through payroll setup, compliance, training, and first payroll runs. Improving onboarding for Wagepoint’s payroll software customers.
About the role
- Client Onboarding Lead guiding cloud accounting onboarding for Canadian small and mid-sized businesses. Improving workflows, systems, reporting, and client retention for a fully remote accounting firm.
Responsibilities
- Lead all aspects of client onboarding from kickoff to handoff
- Gather required financial documents, system access, and background information
- Set up clients in core systems including QBO/Xero, Dext, Plooto, Karbon, and Ignition
- Coordinate client offboarding, including data transfer, access removal, document and work-item archiving, and communication of next steps
- Develop and refine onboarding templates, checklists, and SOPs
- Build scalable workflows tailored to client needs
- Audit client processes including AP, AR, payroll, month-end, and expense management
- Identify gaps and inefficiencies and implement improvements, automation opportunities, and system enhancements
- Partner with accounting, payroll, tax, and L&D teams on best-practice processes and training materials
- Set up custom client reporting during onboarding
- Escalate and resolve system, process, and communication issues
- Diagnose recurring problems and implement long-term solutions
- Monitor onboarding and client health metrics and escalate concerns to departmental leaders
- Build client relationships and provide training on cloud tools and processes
- Maintain check-ins during high-touch onboarding periods and process overhauls
- Support client retention through consistent communication and service quality
- Conduct semi-annual check-ins with team members to assess client satisfaction and support opportunities
- Collaborate with Advisory and Operations on special projects, out-of-scope work, and catch-up work
- Provide recurring pain-point feedback to Operations
- Participate in internal meetings to share onboarding progress, insights, and client risks
Requirements
- 2-3 years of experience working in a client-facing position within public accounting
- Experience with cloud accounting software such as Xero and/or QBO is required
- Must pass a criminal background check and/or education and employment verification
- Working from home is a requirement
- Access to high-speed internet
- Availability during core business hours
- Highly organized and detail-oriented
- Exceptional client-service orientation
- Ability to ask thoughtful questions and learn new tools quickly
- Self-starter who takes ownership and follows through
- Strong attention to detail and organizational skills
- Excellent communication and customer service skills
- Adaptability and effective problem-solving skills
- Time management and multitasking abilities
- Collaboration and initiative in team settings
Benefits
- 5 Personal Days
- 10 Vacation days
- 1 week during the winter holidays
- 100% Employer-paid Health benefits (medical, dental, disability, life insurance)
- Flexible health spending account
- RRSP matching program
- Fully remote work arrangement
- High-speed internet access required for working from home
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