Conseiller en intégration de produits / Product Onboarding

at  Thomson Reuters

AN ENGLISH VERSION FOLLOWS

Aimeriez vous vous joindre à une organisation qui est constamment reconnue comme l’un des « meilleurs employeurs pour lesquels travailler » dans un large éventail de catégories, telles que la culture, l’équilibre travail-vie personnelle, la diversité et l’inclusion, les possibilités pour les femmes, l’impact social, le bénévolat ?
Êtes-vous quelqu’un qui s’épanouit en offrant une expérience transparente et exceptionnelle aux clients ? Pouvez-vous coordonner et planifier des tâches avec précision et professionnalisme ? Êtes-vous doué pour établir des relations solides, fournir des conseils d’experts et vous consacrer à l’excellence du service ?
Si oui, nous sommes à votre recherche !

ENGLISH VERSION

Would you like to join an organization that is consistently recognized as a ‘Top Employer to Work For’ across a broad range of categories, such as Culture, Work-Life Balance, Diversity & Inclusion, Opportunities for Women, Social Impact, Volunteerism?
Are you someone who thrives on providing a seamless and exceptional experience for customers? Can you coordinate and schedule tasks with precision and professionalism? Are you good at building strong relationships, providing expert guidance and dedicated to service excellence.
If yes, we are looking for you!

ABOUT THE ROLE

We are seeking a highly motivated and organized Bilingual Product onboarding advocate (French and English) to join our team. In this role, you will coordinate and schedule implementation activities for new and existing customers, ensuring a seamless and efficient onboarding process. Acting as the primary point of contact during implementation, you will address customer questions and concerns while delivering exceptional service. Additionally, you will provide comprehensive training and ongoing support in both French and English, empowering customers to use our software products effectively and achieve their goals. If you thrive in a dynamic, customer-focused environment, we invite you to join us and make a meaningful impact with our innovative solutions.

MORE ABOUT THE ROLE

In this opportunity, you will:

• Contribute to the new onboarding process based on other successful Professional Services onboarding teams across the globe.
• Coordinate and schedule implementation activities, including data migration, training, and other services.
• Work closely with customers and other Professional Services teams globally to ensure the best possible implementation experience.
• Act as the first point of contact for new customers during their implementation and for a defined period afterward.
• Document support request information accurately, focusing on problem description, resolution, user reaction, and follow-up action.
• Gain and maintain sufficient knowledge of our software to resolve typical queries from new users and escalate more complex queries as necessary.
• Manage and communicate both internally and externally the conversion processes for our software products.
• Provide custom report formatting and standard training on our software products.
• Manage and administer our online Learning Centre.
• Add and manage client projects within our project tracking application, Certinia.
• Provide second-level support for our software products during busy periods.
• Serve as a training backup for key team members to ensure business continuity.

You may be a fit for the role if you have/are:

• Bilingual in both French and English, as working closely with customers and other Professional Services teams globally is part of the responsibilities
• University degree or equivalent experience
• Proven/consistent track record of project management responsibilities
• Software as a Service Sales (SAAS) experience a plus
• Experience of tax and practice management software a plus
• Excellent communication & presentation skills to maximize phone and virtual client meetings/presentations
• Strong time management and organization skills
• Ambitious self-starter with high energy and motivation
• Highly proficient in MS Office suite, utilizing a CRM (such as Salesforce preferred) and overall technical aptitude
• Continuous learner, flexible and open-minded, positive attitude
• High level of integrity and understanding of working across a diverse organisatio