Head of Client Experience Transformation

6 days ago

Canada Avanti Software Inc. Full time

We are seeking a visionary leader to drive the transformation of our Client Experience function into a strategic driver of growth and retention.

As Head of Client Experience Transformation, you will lead the shift from a traditional call-center model to a modern, strategic SaaS support and account management approach.

This role is an opportunity to redefine client experience in a forward-looking SaaS environment, setting new standards for client success and satisfaction.

About Avanti

We are a determined and committed team that helps Canadian companies build better workplaces through our all-in-one HCM SaaS platform.

We value flexibility and autonomy, fully trusting our team to excel, whether it's during the traditional 9-5 or beyond. With our flexible time off program, you have the liberty to recharge whenever you need it.

We believe that embracing inclusion helps us, individually and collectively, to be better every day as a company and as people. We are committed to equal opportunity and welcome people of any gender identity, race, sexual orientation, age, physical or mental ability, ethnicity, or any underrepresented groups to apply.

Your Key Responsibilities:

  • Strategic Leadership and Influence: Reporting directly to the VP, Client Experience and leading 2 teams (Account Management and Client Care), you will serve as a key member of the CX leadership team, helping to shape best practices and elevate the client experience function.
  • Client Engagement and Retention: Shape how we engage, support, and retain our clients, ensuring that each interaction reflects our commitment to client satisfaction.
  • Building and Developing Remote Teams: Lead the development of well-integrated, high-performing remote teams. Create an environment that empowers employees to do their best work, fosters cross-functional collaboration, and ensures alignment with our mission to deliver exceptional client experiences.
  • Client Support & Success Infrastructure: Own and optimize the client support and account management infrastructure, building a client support function that is efficient, responsive, and aligned with our strategic goals.
  • Self-Service and Knowledge Management: Act as a primary stakeholder in creating and maintaining scalable self-service solutions, including FAQs, help centers, and internal knowledge bases.

About This Opportunity:

Join our dynamic team at Avanti Software Inc. as we continue to grow and evolve. You will be part of a collaborative and inclusive environment where innovation thrives.

Our compensation package includes a competitive salary of $120,000 per year, plus benefits such as health and wellness spending accounts, top-notch medical and dental plans, RRSP program, and annual incentive bonus.

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