Client Success Specialist

3 weeks ago


Victoria, Canada BCI Full time

Closing Date: April 27, 2023
- Do you enjoy collaborating across all teams to help empower a modern workforce, are you passionate about new technologies and the ability to roll them out to your colleagues, and are you an energetic communicator, fueled by success? If so, this vital role is one you can really sink your teeth into as our Client Success Specialist._

THE OPPORTUNITY

Reporting to the Manager, Digital Workplace the Client Success Specialist is responsible for the plans, approaches, and user engagement that drives the adoption of productivity and collaboration platforms across the organization. The Client Success Specialist is passionate about learning new technologies, acts as an enthusiastic product specialist, and plays a vital role in the successful rollout of Microsoft and other cloud-based productivity platforms. The Client Success Specialist will collaborate and communicate with technical and non-technical teams to drive client value, and directly contributes to the creation of an empowered, modern, and connected workforce. The position can be based in either Vancouver or Victoria with travel between the two cities, and has three career progression levels.- Level 1: Responsible for the planning, engagement and adoption of new technology products, typically acquired through 2+ years of experience. Works independently, identifies challenges and applies solutions effectively, and has an experienced level of competency within the role.- Level 2: Responsible for the planning, engagement and adoption of new technology products, typically acquired through 5+ years of experience. Works independently, identifies challenges and applies solutions effectively, and has an experienced level of competency within the role.- Level 3: Responsible for the planning, engagement and adoption of new technology products, typically acquired through 8+ years of experience. Works independently, identifies challenges and applies solutions effectively, and has an experienced level of competency within the role.

WHAT YOU BRING

The following qualifications are illustrative of a standard Level 2 and may be scaled down or up in scope and depth of expertise or experience based upon the level selected.- Bachelor’s degree or diploma in Business, Communications, Education, Technology or a related field, or an equivalent combination of education and experience- A minimum of 5 years of experience providing services to clients in a service provider or project management environment, or in a customer-facing role in a business change capacity- A minimum of 2 years of experience supporting clients on the use of technology products- Expert-level interpersonal skills in customer-service and communications (verbal and written) including the ability to design and lead meetings in-person and remotely- Excellent collaboration skills and experience working with technical and non-technical teams and audiences in a fast-paced corporate environment- Experience with Microsoft 365, cloud technology platforms and workplace technologies, such as SharePoint Online, MS Teams, OneDrive for Business, Active Directory, Microsoft Azure, Dynamics 365, Power Apps, audio-visual solutions and modern calling- Experience with integrating change management methodologies into a broader rollout of digital transformation- Knowledge of Agile principles and delivery frameworks

WHAT YOU WILL GET TO DO

The following responsibilities are illustrative of a standard Level 2 and may be scaled down or up in leadership, complexity, and autonomy based upon the level selected.- Collaborates with teams within the Technology Department and stakeholders across the organization to understand the objectives, needs, and issues of Technology clients- Champions collaboration and productivity platforms and tools with a focus on Microsoft 365, cloud technology platforms and workplace technologies, including SharePoint Online, OneDrive for Business, Power Apps, modern meeting and calling solutions and others- Identifies optimal user experiences and common challenges with collaboration and productivity platforms and tools, and develops the plans and approaches necessary to address them- Drives client adoption and success with collaboration and productivity platforms and tools through direct user engagement including training, coaching, demonstrations, and advocacy- Enables clients to discover new ways to gain greater value from productivity and collaboration platforms and tools throughout the product life cycle- Proactively supports clients to improve their technical agility and confidence and to solve for simple and common issues and needs independently or by accessing self-service- Continually digests and synthesizes information relating to new product features and translates that information for clients to help them stay ahead of the curve of deployed changes-
- Creates and manages detailed documentation for collaboration and productivity platforms, tools, communications, cam



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