Customer Success Manager

6 months ago


Langley, Canada TLC Solutions Full time

1999, TLC Solutions onboarded our first client with a vision of providing managed IT services and communications in British Columbia. We are proud to still serve this client today and since our inception, we have grown to serve a broad range of businesses throughout BC, Alberta, and California, US. United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy.

**The Opportunity**

We are looking for a Customer Success Manager to join our team. This newly created role will be a key member of our Enterprise Software Team and will be heavily focused on ensuring the success of our Database for Nations product.

At TLC Solutions, we stand shoulder to shoulder with First Nations bands on their journey towards progress and prosperity. Database for Nations, developed by TLC Solutions and designed with cultural sensitivity and technological innovation, is a game-changing revolutionizing product that will change the way First Nations bands operate and manage their affairs.

**Key Accountabilities**:
**Customer Success**
- Scheduling and leading new customer implementations both in person and virtually
- Be the first level of support for the newly onboarded clients
- Provide customized communication and training content for each client
- Establish a trusted/strategic advisor relationship with your clients to grow their usage and product adoption
- Advocate for your clients internally as you work cross-functionally with Client Solutions Enablement and Development teams
- Provide customers with information and assistance regarding product updates, enhancements, product roadmap new features.
- Ensure that the product is compliant with all relevant regulations and standards, and manage any legal or ethical considerations related to the product.

**Product Ownership**
- Own and maintain the product vision for Database for Nations
- Act as the voice of the customer within the product development process, ensuring that customer needs and feedback are considered in the product roadmap.
- Advocate for our customers internally as you work cross-functionally with Client Solutions Enablement and Development teams
- Facilitate group sessions with clients and prospects for the purpose of ideation
- Identify expansion opportunities and partner with other departments to successfully seize these opportunities.

**Qualifications**
- 3+ years of technical customer success/customer service experience
- Experience providing support/service to Indigenous communities
- Experience acting as a product owner
- Ability to work from downtown Vancouver two days per month

**What We Offer**
- RRSP matching (3%) program
- Social committee/events and a commitment to our People & Culture
- Flexible work environment
- Strong benefits package for all employees working >20 hours, including critical illness, medical, dental, orthodontics, and more
- Career growth potential as we scale the business
- Professional development support including tuition reimbursement
- Channels to ‘give back’ to our local communities

**Next Steps**:
At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you.



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