Client Onboarding Specialist

Be Part of Something Amazing at Veta Virtual! 🚀

Love meeting new people? Thrive on making things seamless and stress-free? At Veta Virtual, we know that first impressions set the tone for lasting success. That’s why we’re looking for a Client Onboarding Specialist, someone who is equal parts relationship builder, problem solver, and process optimizer. In this role, you’ll ensure our clients feel supported, heard, and confident from day one. This is your opportunity to join a dynamic, client-focused team where your skills will have a direct impact on client satisfaction, retention, and long-term growth.

About Us:

Veta Virtual is a relationship company dedicated to helping businesses build and maintain strong customer connections through seamless inbound and outbound communication. We provide white-glove virtual reception and business process outsourcing services to a diverse range of businesses, from small and medium-sized companies to mid-market enterprises. Our personalized approach ensures that every client gets tailored solutions to improve customer interactions and business efficiency.

What makes us different? We put our team first. When our people feel supported, valued, and empowered, they naturally deliver the best experience for our clients. Happy team, happy clients. It’s that simple.

Who You Are:

We are seeking a friendly and knowledgeable Client Onboarding Specialist who loves problem-solving and enjoys working with a variety of businesses, learning about their industries, and understanding their unique challenges. You’ll guide clients through onboarding, ensuring they feel at ease and are set up for success. Our ideal candidate has experience in business, customer service, or working with business clients and is motivated by making a direct impact. 

What Your Team Does:

Our Client Experience (CX) team is dedicated to ensuring our clients have a seamless experience from onboarding to ongoing support. As an Onboarding Specialist, you own the onboarding process, guiding new clients through setup and ensuring they are fully integrated before handing them off to your peers in CX. Once onboarding is complete, the account manager assigned to that client takes over, managing the client relationship and handling all account issues, including support tickets, service-related inquiries, and billing. You will work closely with your CX peers and report to the Manager of Client Experience to deliver excellent service to all clients.

What You Will Do:

Client Onboarding (60%): You’ll be the main person to welcome and launch new clients, primarily within the first 60 days.  You’ll make sure they have a smooth start, understand everything well, and manage expectations. You will set up clients in our CRM, contact center software, create client scripts, make booking and intake forms using Calendly and Jotform, and build no-code automations using Zapier.  You’ll hand off the client to the client’s account manager once all of the initial onboarding steps for the client are complete.

Problem-Solving (20%): If any issues come up while new clients are starting, it’s your task to diagnose, resolve, and make sure our clients are happy with how we solved any challenges.   You’ll relay any operational changes to the ops team, and any necessary long term product improvements to the product team.

Process Improvement (20%): You’ll look at how we do client onboarding and operations and find ways to make them better. Processes can always be improved, we really value feedback and suggestions across all areas of the business.  You will manage a backlog of onboarding process improvements to be implemented.  You will manage the onboarding documentation and procedures in preparation to hire additional onboarding associates.

You’ll work closely with our CX team to make sure client transitions are as smooth as possible.  You’ll work together with our sales, operations, and tech teams to make sure our service is great and keeps getting better. You’ll be part of our regular team meetings, help make onboarding materials for new clients, write new support articles and share what you know to help the team.

What You Must Have and/or Highly Preferred:

• Bachelor’s degree in Business, Communications, Customer Experience, or a related field 
• Relevant certifications or experience in customer service, business administration, or project management
• 3+ years of experience in client experience, account management, client onboarding, or a related field.
• 3+ years of experience with Hubspot or other CRM tools
• 2+ years of experience working with No Code applications such as Zapier
• Experience working with business clients in a B2B environment
• Fluent english written and verbal communication
• Comfort in facilitating live sessions on camera through platforms like Zoom, effectively engaging with participants and managing the meeting’s dynamics
• Experience in SaaS, technology, professional services, or virtual receptionist industries is an advantage.

Pre-requisite Skills and Competencies

• Strong problem-solving skills – ability to analyze client needs and collaborate on solutions.
• Excellent communication skills – ability to explain complex information in a simple and clear way.
• Customer relationship management – experience working directly with business clients to ensure their success.
• Process-driven mindset – comfortable with structured onboarding workflows and handoff procedures.
• Adaptability & learning agility – ability to learn about different industries, client needs, and evolving business models.
• Boundary-setting & negotiation – skilled in balancing client needs while setting realistic expectations.
• Technical proficiency – familiarity with CRM tools, ticketing systems, and cloud-based communication platforms is a plus.

What's In It For You:

• Competitive Compensation: A competitive compensation package with base salary and performance bonus
• Growth Opportunities: We prioritize promoting from within, allowing dedicated individuals to move into leadership or specialized roles based on their skills and interests.
• Learning and Development: We support continuous learning by providing access to a range of training programs, workshops, and courses. We encourage our team to broaden their skills and knowledge
• Performance Recognition: We recognize and reward exceptional work. Regular performance reviews and feedback sessions are conducted to discuss achievements, areas for improvement, and career aspirations, allowing for tailored development plans.
• Innovation Encouragement: We highly prize innovative thinking and encourage our team members to bring forward new ideas and solutions. Those showing a high level of initiative and creativity may have the chance to lead new projects and initiatives.
• Remote Work Environment: Enjoy the flexibility of being fully remote, and access to company HQ in Toronto for occasional business meetings and company events. Preference for individuals within commuting distance of Toronto, but not mandatory.
• Paid Time Off: We offer a 15-day minimum paid time off and unlimited unpaid time policy as we believe that rest and rejuvenation are key for high performance.
• Culture Building Initiatives: Company-wide events hosted by our Culture Committee, as well as regular team events, designed to foster connections between team members.