It, Customer Success Lead

2 weeks ago

Oakville, Canada Sagen Full time

Job Summary
Reporting to the Director, IT Operations, the IT, Customer Success Lead will play a key role partnering with the Sales and Business Development teams to represent Sagen IT to address technology services and solutions with our customers.

**Responsibilities**:

- Build and maintain strong relationships with National & Regional Sales to ensure a deep understanding of the technology goals, needs, and challenges of our lenders.
- Act as a liaison between the Information Technology team, Sales/Business Development and our lenders for the development and implementation of new systems and enhancements of existing systems.
- Ensure Sales and the VPs, Business Development are kept informed of Sagen’s technology strategy and that they are aware of all IT service offerings and options available for our clients.
- Define and communicate with BDLs and lenders new services to support sales/customer technology integration needs.
- Collaborate with Sales and customers with appropriate IT solutions to gain alignment between problems/issues, new requests and technical capabilities.
- Create, implement and sustain a customer centric support process.
- Draft and maintain procedures and documentation for customer support.
- To ensure compliance with customer SLAs, report monthly on customer support related KPIs.
- Lead issue/problem resolution related to integrations, system outages, etc, providing internal and external updates as necessary.

Skills and Qualifications
- Bachelor of Science Degree in Computer Science, Engineering, or related discipline.
- 3+ years of progressive experience in an IT Customer Success, Account Management, or Technical Sales role with the ability to interpret and understand internal and our customer’s business needs and work with IT peers to recommend and develop solutions.
- Strong written and verbal communication skills enabling the exchange of complex/technical information with both internal and external business contacts.
- The job requires a solid understanding of technological integrations with our customers to facilitate problem identification and resolution.
- Bilingual, French & English, would be an asset.

LI-Hybrid

Sagen will provide accommodations to applicants with disabilities throughout the selection process to meet their individual needs.

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