Client Experience Manager

4 weeks ago

Surrey, Canada F12.net Full time

**Who We Are**:
F12 was built by uniting IT consulting firms from across Canada around a common vision - to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.

**General Description**:
Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded-minded individuals to join us on our journey.

**The Position**:As part of the Managed Services Organization: Reporting to the Service Team Manager, the Client Experience Manager will oversee all aspects of the client experience and engagement with F12. This role is pivotal in ensuring the satisfaction and success of our clients by overseeing and enhancing their overall experience with our IT managed services. The role will act as the single point of contact for customer escalations and will focus on ensuring that clients have a positive and satisfactory interaction with F12’s products, services, and support teams. You will collaborate with internal teams to meet client needs and regularly update and support clients while managing incoming requests. Your ability to identify opportunities to improve client engagement and collaborate with your manager will ensure F12’s clients receive exceptional service and have a positive client experience.

**Responsibilities**:

- You will understand the clients needs by gaining insight into their expectations and needs pertaining to F12’s services.
- You will facilitate effective communication with F12’s clients, ensuring that information is communicated smoothly while requests are being addressed promptly.
- You will effectively manage and solve all client issues, complaints or concerns to ensure effective client experience and management.
- You will consistently gather feedback from your portfolio of clients to better their experiences while implementing any specific changes required for an improved client relationship.
- You will be a relationship builder; building and maintaining strong relationships with clients which will result in repeatable business for F12.
- You will work with different departments within the company, such as project services, various technical departments, sales and business operations to ensure a cohesive and positive client experience.
- You will have accountability of IMAC Service Requests and handle escalations when required.
- You will ensure that client information is up to date in our CRM (ConnectWise) and maintain accurate input as required.

**Requirements**:

- Excellent verbal and written communication skills.
- Excellent client-facing and internal communication skills.
- Strong organizational skills.
- Extensive Client Management Experience - Specifically maintaining a portfolio of recurring clients.
- Strong ability to identify opportunities to improve relationships between clients and an organization.
- CRM Experience is a plus.
- Understanding of CPQ and inside sales environments would be beneficial.
- Technical background and understanding of technologies are an asset.
- High level of computer proficiency (industry experience an asset).
- Ability to multi-task.
- Highly detail oriented.
- Post-Secondary education in a related field is an asset.

**Desired Competencies**:

- Strategic Thinking
- Influencing through Communication
- Business Analytics
- Industry Knowledge
- Operational Knowledge
- Management Skills
- Technical Capacity

**What You Can Expect from Us**: We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

- Health Spending or RRSP Matching
- Three weeks vacation plus extra Flex Days
- Reimbursements for educational advancement and certifications
- Leadership development opportunities and growth coaching

**Our Equal Opportunity Commitment**:
F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.

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