Client Success Advocate

5 months ago

Markham, Canada Pace Technical Full time

Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for a Client Success Advocate** **to join our team - we’re looking for you

At PACE Technical, we have what you’re looking for.

We’re a group of innovative professionals dedicated to delivering client-centric IT solutions to small and mid-sized businesses in the GTA. We’re now looking for our newest Client Success Advocate to join our team - we’re looking for you

Practically speaking, here’s what you’ll do
- Serve as the main point of contact for clients, addressing inquiries, issues, and requests in a timely and professional manner.
- Lead the new client onboarding process to promote a seamless transition with new clients from sales to implementation and ensuring that all onboarding tasks are completed according to established timelines and quality standards
- Keep clients informed about the progress of their onboarding, providing regular updates and addressing any delays or obstacles. Gather feedback from clients about their onboarding experience and use this to continuously improve our processes and procedures.
- Conduct training sessions for clients to educate them on how to use our products or services effectively.
- Manage client reporting & the training portal and provide modifications based on client needs.
- Develop a deep understanding of assigned clients' businesses, goals, and challenges.
- Proactively engage with clients to build strong relationships and become a trusted advisor.
- Collaborate with internal teams, including sales, client strategy, project management, and technical support, to ensure client needs are met effectively.
- Monitor client satisfaction and identify opportunities for improvement or additional services.
- Conduct regular check-ins with clients to assess their satisfaction, gather feedback, and identify upsell or cross-sell opportunities.
- Track and report on key metrics related to client satisfaction, retention, and usage of our services.
- Provide guidance and support to clients on best practices for utilizing our services to achieve their business objectives.
- Stay informed about industry trends, emerging technologies, and competitive landscape to provide strategic insights to clients.

You’re the right fit for this role because you are...
- **Focused**:Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing.
- **Process-Oriented**: You enjoy following systems and checklists to keep things organized for yourself and your clients.
- **A Team Player**:You’re always willing to lend a helping hand.
- **Eager to Learn**:We know you don’t know everything there is to know about IT - and that’s okay If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.

**Qualifications**
- Post-secondary diploma or bachelor’s degree in technology, business, communications, or related field.
- Proven experience in a client-facing role, preferably in the IT services industry.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to prioritize and manage multiple tasks and clients simultaneously.
- Ability to learn new technologies.
- Knowledge of IT services and technology trends is a plus.
- Proactive attitude with a willingness to take initiative and drive results.
- Ability to work both independently and collaboratively in a fast-paced environment.
- Commitment to delivering exceptional customer service and exceeding client expectations.

**Working at PACE Technical**

PACE Technical has been officially recognized as one of the top 50 Great Places to Work in Canada each year since 2017. We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant. We‘ve cultivated a continuous learning environment by offering course, tuition and certification reimbursement programs for our team.

You will be joining a small, close-knit team in a fun, productive work environment. We enjoy any opportunity to connect with one another, even in a virtual environment. Come join the team at PACE Technical.

**The Details**

This is a full-time, permanent position, offering a salary between $45,000-$75,000 per year, depending on your experience. We offer a comprehensive group benefits package, employee assistant program (EAP), profit sharing plan, a wellness fund, a home office allowance and other programs to promote the wellbeing of our staff.

You’ll work Monday to Friday, 40 hours per week, during standard business hours. This is a hybrid position, meaning you will be required to work in our Markham office as needed, but can also work remotely.

A strong, reliable internet connection and

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