Client Support Manager

3 months ago

Remote, Canada Broadview Software Full time

BroadView Software in Toronto is a 70+ person company that builds software for the broadcast industry. Our clients are interesting and varied. Our footprint is worldwide. In business for over 30 years, we have consistently punched above our weight, competing against international giants to win clients with our responsiveness, ingenuity and client-centred service.

The Client Support Manager is expected to lead and mentor a team of Client Support Representatives. This position will be responsible for ensuring the team is managing customer requests efficiently, being responsive to client needs, and will assign and maintain the staff schedule (including regular and on-call hours) ensuring full coverage at all times.

The Client Support Manager will be responsible for nurturing a collaborative inter
- and intra-departmental culture within BroadView. They will promote a high proficiency of support skills and product knowledge, manage performance to ensure expectations are met and goals are set and managed appropriately, ensure internal departmental documentation is kept up to date and work with Product Management to keep client documentation up to date.

The Client Support Manager will be required to build and maintain strong relationships with clients and ensure satisfactory closure of escalated client issues.

**Why Broadview?**
- Great culture - friendly, supportive, family-friendly
- Regular company and team-building events
- Work from home with periodic team visits to our office in Toronto as needed and Covid-19 conditions allow.
- Flexible work hours
- Company-supplied equipment and tools for the role
- Competitive benefits (for you and your family)
- Competitive salary
- Three weeks' vacation to start
- Paid sick days

**Responsibilities Include**:

- Coach and managing team through communication of expectations and goal setting including professional development, monitor achievements, conduct performance appraisals and enact action plans when needed
- Work with the VP, Client Services Group and team members, plan for and monitor training, assign and delegate tasks and projects, create and manage team schedules
- Resolve client or departmental staff conflicts
- Coordinate resolution of escalated client or departmental issues
- Develop, document and enforce departmental policies and procedures
- Analyze process workflows to find efficiencies and improve client support experience
- Engage in professional development activities for self
- Work with BroadView Product Managers to prep and execute product demonstrations for existing clients for new or changed features with product releases, as required

**Experience**:

- Minimum three (3) years’ experience in customer service and staff management
- Broadcast experience (working at a television or radio station) is preferred
- Completion of post-secondary degree or diploma, or equivalent
- Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
- Computer literacy with Microsoft Office Suite
- Demonstrated commitment to providing exceptional service to customers and support to staff members
- Experience with interpreting performance data and statistics
- Ability to motivate a team and foster teamwork in a customer-focused environment.
- Ability to work under pressure and meet deadlines
- Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies

**Required competencies and qualities**:

- Detail oriented with good analytical skills and a keen attention to detail
- Excellent interpersonal skills while resolving customer escalations/issues
- Strong communication skills with an ability to communicate clearly, effectively, and in a timely manner
- Excellent personal organisation and ability to prioritise and carry out multiple tasks
- Strong initiative to find ways to improve solutions, systems, and processes
- Understands the importance of emotional intelligence in developing leadership and team skills

Broadview Software Inc is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Broadview Software Inc will make accommodations available to applicants with disabilities upon request during the recruitment process.

Broadview Software Inc is an equal opportunity employer and strives to ensure that its hiring process meets the needs of all persons with disabilities. As such, Broadview Software Inc will provide reasonable accommodation for any applicant, as requested during the hiring process.

Broadview Software Inc seeks to fully integrate the principles of Employment Equity and will ensure the full participation and advancement of members of historically disadvantaged groups (i.e., members of visible minorities, persons with disabilities, women, and aboriginal peoples). Broadview Software Inc will achieve this by ensuring that its hiring process is

  • Client Support Representative

    3 months ago

    Remote, Canada Broadview Software Full time

    BroadView Software in Toronto is a 70+ person company that builds software for the broadcast industry. Our clients are interesting and varied. Our footprint is worldwide. In business for over 30 years, we have consistently punched above our weight, competing against international giants to win clients with our responsiveness, ingenuity and client-centred...

  • IT Client Support Technician

    3 months ago

    Remote, Canada Happier IT Inc Full time

    We want everyone to love what they do. If you’re looking for a career that allows you to help people, learn and work with a broad range of new software and technologies, build friendships with like-minded peers, enjoy where you work, and be part of one of Canada’s Fastest Growing Companies, please read on. About the Position We’re looking for a few...

  • Client Success Manager

    3 months ago

    Remote, Canada CondoVoter Full time

    **Position Overview**: **Responsibilities**: - Onboard new clients, providing comprehensive training and support to ensure a smooth transition onto our platform. - Proactively engage with clients to understand their goals, challenges, and feedback, and work collaboratively to address their needs. - Provide ongoing support and guidance to clients, offering...

  • Posting & Client Support Specialist

    3 months ago

    Remote, Canada SeeVirtual Marketing & Photography Full time

    **Posting & Client Support Specialist** PLEASE read the entire job description below including the "HOW TO APPLY" section _(YES, we’re one of those employers that require you to complete some extra steps, and YES there’s a method to the madness we believe to be well worthwhile!)_ **Why SeeVirtual** We’re not your average Real Estate Marketing...

  • Client Success Manager

    3 months ago

    Remote, Canada Absorb Software Full time

    “The Client Success Manager role offers a very exciting and rewarding opportunity in helping clients meet and/or exceed their goals. Success can be measured in many ways, and this enables the role to consistently evolve. With a wide variety of use cases, no clients are the same. Every conversation is different, and every client needs different...

  • Industrial Hygienist

    4 months ago

    Remote, Canada EHS Support Full time

    Job Overview EHS Support Canada is seeking an Industrial Hygienist in Canada to join our growing team of professionals dedicated to offering outstanding services to our clients. This position provides rewarding and innovative projects in a virtual work setting. Advancement and Mobility We are looking for an individual who would like to grow with us by...

  • Client Support Specialist

    3 months ago

    Remote, Canada INNOTEX Full time

    This is an opportunity to join one of the fastest growing dynamic manufacturers of Personal Protective Equipment in North America. We are currently looking for a dynamic person to be our Customer Service Representative (CSR). This position is remote based in Canada. Reporting directly to the Manager of Customer Service and working in collaboration with...

  • Digital Marketing Client Support Representative

    3 months ago

    Remote, Canada Reshift Media Inc. Full time

    **ABOUT THE COMPANY** Reshift Media is a high-energy digital agency that incorporates leading design, engaging content, best-in-class technology and a unique perspective into everything we do. We work with more than 200 brands in 20 countries on a wide variety of search, social and development projects. **ABOUT THE ROLE** **DUTIES AND...

  • Client Success Manager

    3 months ago

    Remote, Canada CondoVoter Full time

    **Position Overview**: **Responsibilities**: - Onboard new clients, providing comprehensive training and support to ensure a smooth transition onto our platform. - Proactively engage with clients to understand their goals, challenges, and feedback, and work collaboratively to address their needs. - Provide ongoing support and guidance to clients, offering...

  • Client Support Specialist

    3 months ago

    Remote, Canada Trustly Full time

    **WHO WE ARE** - The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually. Our digital...

  • Manager, Client Services

    3 months ago

    Remote, Canada Postmedia Network Inc Full time

    **Position**: Manager, Client Services **Position Type**: Full time, Permanent **Location**: New Brunswick (Remote) **The Company**: Postmedia is a Canadian news media company representing more than 120 brands across multiple print, online and mobile platforms. Award-winning journalists and innovative product development teams bring engaging content to...

  • Manager, Client Services

    4 months ago

    Remote, Canada Postmedia Network Inc Full time

    **Position**: Manager, Client Services **Position Type**: Full time, Permanent **Location**: New Brunswick (Remote) **The Company**: Postmedia is a Canadian news media company representing more than 120 brands across multiple print, online and mobile platforms. Award-winning journalists and innovative product development teams bring engaging content to...

  • Solutions Consultant Ii

    3 months ago

    Remote, Canada Ada Support Full time

    At Ada our mission is to make customer service **extraordinary** for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered **customer service automation** platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and...

  • Leader, Client Success Management

    3 months ago

    Remote, Canada Absorb Software Full time

    "Working for Absorb has truly been a fantastic experience. It is an organization which offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with...

  • Client Advocate

    3 months ago

    Remote, Canada Absorb Software Full time

    Every time people ask me how I’m enjoying my job, the first thing I mention is how much I enjoy working for a company like Absorb. The culture is collaborative and open, the structure is understandable while also providing support, and the company itself is exciting and full of growth. My job within Client Advocacy specifically has been a tremendous...

  • Account Manager

    3 months ago

    Remote, Canada Daniel Walton 365 Full time

    Account Manager - Aesthetics and Cosmetics We are seeking an Account Manager with a passion for aesthetics and cosmetics to join our team. As the Account Manager, you will be responsible for maintaining excellent relationships with clients in the aesthetics and cosmetics industry, particularly medical spas. Your main objectives will be to ensure client...

  • Client Success Manager

    3 months ago

    Remote, Canada Pancham Consulting Full time

    Looking for a lucrative career where you can work your relationship-building and problem-solving skills while supporting small businesses? Join our team at GoPancham and make a difference in the world of fitness! **NOTE: This is NOT a fitness position - this is a digital marketing client success manager position** As a Client Success Manager, you'll have...

  • Professional Services Consultant

    3 months ago

    Remote, Canada Ada Support Full time

    At Ada our mission is to make customer service **extraordinary** for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered **customer service automation** platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and...

  • Head of Client Enablement

    3 months ago

    Remote, Canada Apply Digital Full time

    1. Empathize with the challenges faced by clients during technology transformations. 2. Establish and support the sale of an attractive Enablement service offering. 3. Operationalize Enablement practices. 4. Stand up and grow a team to deliver Enablement opportunities. 5. Be a thought leader in the Enablement industry. If you are a strategic and...

  • Client Onboarding Specialist

    3 months ago

    Remote, Canada Payactiv Full time

    **Position: Client Onboarding Specialist** **Company info: Payactiv** **Has Contact with**: Customers, Sales & Marketing teams, Customer Support, Management **Estimated Start Date**:ASAP **Work Location**: Remote (GTA location preferred) **Job Type**: Full-Time **Compensation**:Competitive package **Group Benefits**: Yes **Education**:A bachelor’s...