Job Description

Team Lead, Onboarding Success
As the Team Leader (TL) for our Onboarding Success Managers (OSMs), your goal will be the continued success and growth of the team overall. The Onboarding team is less than a year old and has been focused on revamping our client onboarding journey to provide a seamless and consistent experience for every client regardless of size. The OSMs are instrumental in setting our clients up for success and ensuring that not only do they have a successful launch but that we are gaining high program adoption from the beginning. The Onboarding TL will maintain a smaller portfolio of onboarding clients with the primary focus being on managing the overall effectiveness of the team. You will be the voice of the team advocating for anything they need to do their jobs more effectively and efficiently. The team’s success will be your success!
Responsibilities:
Assignment of accounts to the team
Training of all new hires
Monthly 1on1’s with each team member
Weekly check ins with Director
Continued innovation of the onboarding process to be as client centric as possible
Effective communication and collaboration with sale to ensure proper documentation of each customers’ sales process, key features, and pain points
Continuously monitor each team member’s KPIs to ensure that they are on track and note any fluctuations that may need to be addressed
Listen to the team and actively look for areas of improvement to the overall workflow
Focus on continued learned and development of the team
Act as the primary point of escalation for any client issues
Requirements:
Familiarity with our full suite of technology including Salesforce Outreach, Vidyard and MS Suite
Ability to build trust and rapport with your team
Innovative thinking and problem-solving skills
Ability to multi-task, prioritize, and manage time effectively
Adaptable and flexible as you continue to build an scale this new team
Proven track record of leadership skills
Active listener who expresses empathy, patience, and strong communication skills
4+ Years in Customer Success or relevant experience
Travel industry knowledge
Degree
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
RRSP with matching
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTELocation – Remote, Canada
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
Our 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 diversification of our society.  Flight Centre Travel Group is committed to providing a barrier-free pathway throughout our recruitment selection process.  If you require accommodation because of a disability at any stage of our hiring process, please let us know in advance by contacting our Recruitment Team at fccareers@flightcentre.ca