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Client Experience Manager

1 month ago

Calgary, Alberta, Canada IX Solutions Ltd. Full time
Manager, Client Experience

Job Location: Remote work from home within Alberta or British Columbia

Compensation

The Manager, Client Experience position is a full time, salaried position and compensation is commensurate with skills, experience, and abilities. The annual base salary range is between $85,000 and $120,000.00.

Company Profile

IX Solutions is your trusted IT partner, connecting people with technology tailored to meet their business needs. We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes.

IX Solutions exists to create long-term relationships with passionate employees and clients. We go the extra mile to deliver positive experiences for IXS employees and clients alike with a focus on relationships and achieving exceptional business solutions.

Position Summary

IX Solutions is looking for a passionate, driven Client Experience Manager who will empower our Client Experience team in their development journey. The Manager, Client Experience will be responsible for employee development and ensuring IX Solutions employees meet deliverables across our client base including, but not limited to, reactive support requirements, client advisory requirements, client health review requirements, and IT Management requirements. This is a role requiring autonomy and the ability to turn high level direction into results.

The position works a minimum of 40 hours per week, with typical business hours being 8:00am to 4:30pm or 8:30am to 5:00pm Monday to Friday. Balancing multiple priorities with deadlines is a requirement and after-hours availability is a requirement of the position.

This position is critical to the success of our clients, with the Manager, Client Experience playing an integral role in team leadership.

What You'll Do Here

- Carry out the purpose and goals of the Client Experience team and business.
- Own our client support process, embracing continuous improvement and fostering an innovative environment.
- Empower the team to take ownership of their work, while providing guidance and support to achieve shared goals.
- Work with the team to define the definition of "done" for the Client Experience team.
- Contribute to the development of processes and practices enabling increasingly effective operations and improved client experience and outcomes.
- Ensure IX Solutions' organizational expectations are understood by employees, reinforcing or redirecting employees where required to ensure they are successful.
- Manage and maintain reactive support processes and coordinate after-hours support schedules to ensure timely and effective response to ad-hoc/reactive client support requirements.
- Play a coordinating role for operational escalations within client environments.
- Align continuous learning with growth trajectory for each team member, setting expectations for ongoing learning and agreeing on individual's growth trajectory.
- Provide immediate direct feedback when a team member's action might harm the team (e.g., acts that are unethical or counter to interests of the team/organization).
- Maintain an employee-oriented company culture that promotes continuous improvement while emphasizing our "Randy Experience" approach to client satisfaction.
- Work with People and Culture and our Technical Director to recruit, interview, select, hire, and employ an appropriate number of employees.
- Encourage team members to exemplify behaviors that strengthen the team.
- Set the tone for vulnerability within the team.
- Persuade the team, when necessary, about decisions that impact them.
- Define and track measures of success for the team they are responsible for and set the 'quality bar'.
- Monitor the 'rate of change' of the team's practices and encourage experimentation and evolution of new practices.
- Share contextual information to the team so team members can take initiative and make decisions.
- Participate in the team decision-making process when necessary, asking questions, challenging opinions, gathering information and context, and facilitating healthy conflict to help the team.
- Maintain transparent and professional communication, building relationships and ensuring information flow throughout IXS.
- Provide insight to help address and resolve roadblocks or obstacles for the team.
- Plan team meetings.
- Appraise team member's performance and pay.
- Review and complete timesheet and vacation approvals.
- Perform other duties and responsibilities, as assigned.

Qualifications/Expertise

- 3+ years of Managerial and Leadership experience.
- 5+ years of IT experience with SMB and/or large businesses.
- Comfort communicating with diverse personality types.
- Ability to excel in a collaborative, team-oriented environment.
- Commitment to continuous improvement and open to feedback.

Accountabilities, Tasks and Duties

- Ability to communicate effectively in a remote work environment.
- Work closely with cross-functional teams to ensure alignment and seamless service delivery.
- Demonstrate commitment and alignment with the company's mission, values, and behaviors.
- Foster a collaborative work environment and culture.
- Provide leadership and assistance to colleagues.
- Take personal accountability and ownership of a solution or obstacle.

IX Solutions is pleased to offer remote work opportunities for our employees, however we do require employees to reside in Alberta or British Columbia, Canada.

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