Client Success Manager

6 months ago

Toronto, Canada Nucleus Full time

**Supercharge your career at Nucleus Networks**

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.

We are a team of over 80 experienced IT Professionals focused on providing industry-leading IT Services to clients across Canada. With offices located in Vancouver and Toronto, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.

For back-to-back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our CEO is a Top 40 under 40 award winner and multiple members of our leadership team have been recognized as top experts in the industry.

Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there

**Role Summary**

The CSM is focused on serving as the bridge between our clients and our technical team, improving client satisfaction, being an escalation point, driving Nucleus standards throughout all clients, and recommending new solutions and/or services. This role is also involved in new client onboarding to ensure a seamless go-live experience for new clients. This role will also handle client day-to-day requests such as client calls, meetings, invoicing questions, research, and document preparation.

**General Duties and Responsibilities**
- Act as the main point of contact for assigned clients, serving as an escalation point between our support, project team and client POCs.
- Meet and develop strong relationships with clients and serve as their champion within our organization to provide excellent service.
- Identify potential client issues and by delivering Technical Scorecards to clients to drive best practice, promote standardization, and review client business requirements regularly to align technology solutions.
- Support the onboarding of new clients by providing attentive service relating to accessing our Support/Project Services to exceed their expectations.
- Maintain consistent communication between Nucleus and its clients regarding project statuses, updates, and relevant industry trends, ensuring constant collaboration.
- Serve as an advocate for Nucleus’ technology processes and standards and educate clients on the benefits for their business.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
- Recommend client-focused solutions to issues identified in your trending and service reporting while considering present/future client business needs by working with other internal teams.
- Maintain accurate and up-to-date client data and standard operating procedure (SOP) documentation in several platforms including ITGlue and ConnectWise.
- Participate in regular internal meetings and maintain accurate and real time up to date timesheets.
- Other duties as assigned.

**What you bring to the table**
- You have three (3) plus years’ experience minimum working in a similar position.
- Bilingual English & French is considered an asset and highly preferred.
- ITIL knowledge/experience would be considered an asset working for an MSP company preferred or relevant work experience.
- Interpersonal skills: collaboration skills, telephone skills, communication skills, active listening, and client-care.
- Ability to diagnose and troubleshoot technical issues.
- Ability to keep yourself organized while being expected to multi-task and adapt to quick changes.
- Service awareness of all organization's key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Self-motivated with the ability to work in a fast-moving environment.

**Perks**
- An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
- Hybrid work environment
- Monthly Staff Socials - we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
- EPIC customer service - to our external clients and internally to our colleagues
- Competitive Salary & Benefits
- Birthday's Off

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