SaaS Client Experience Transformation Leader

1 day ago


Canada Avanti Software Inc. Full time

We are seeking a seasoned professional to lead our Client Experience transformation at Avanti Software Inc., driving strategic growth and retention in a forward-thinking SaaS environment. This is an exceptional opportunity for a visionary leader to redefine client success and satisfaction.

About the Role

This leadership position reports directly to the VP, Client Experience and oversees two teams: Account Management and Client Care. As a key member of the CX leadership team, you will contribute to shaping best practices and elevating the client experience function. Your responsibilities include:

  • Strategic Leadership and Influence: Collaborate with Product, Marketing, and Sales leaders to drive experiences that fuel market growth.
  • Client Engagement and Retention: Develop strategies to anticipate client needs, resolve issues proactively, and create experiences that increase loyalty and advocacy.
  • Building and Developing Remote Teams: Lead the development of well-integrated, high-performing remote teams, fostering cross-functional collaboration and alignment with our mission.

You will own and optimize the client support and account management infrastructure, ensuring efficient, responsive, and aligned support systems. Additionally, you will act as a primary stakeholder in creating and maintaining scalable self-service solutions, empowering clients and teams with seamless access to information.

About Avanti Software Inc.

Avanti Software Inc. helps Canadian companies build better workplaces through its all-in-one HCM SaaS platform. We pride ourselves on delivering great client experiences and operating as a distributed team across Canada that values diversity and inclusion, integrity, innovation, and impact.

Requirements

To be successful in this role, you should have:

  • A Bachelor's degree in business, marketing, communications, or a related field.
  • 8+ years of experience in customer success, account management, or a similar leadership role in a dynamic, cross-functional environment.
  • Proven experience in leading transformations within client experience or support functions.
  • Strong understanding of support systems and effective process development.
  • Excellent communication, leadership, and interpersonal skills.
What We Offer

We offer a competitive salary range of $120,000 - $180,000 per year, depending on your level of experience and qualifications. Our benefits package includes flexible health and wellness spending accounts, top-notch medical and dental plans, RRSP program, annual incentive bonus, and a comprehensive parental leave program.



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