Client Success Lead

As a **Client Success Lead** you work at cultivating assigned managed services client relationships, actively listening to details, and identifying opportunities to deliver exceptional service to our clients. As you focus on the day-to-day work queue management for assigned clients, you ensure there are quality responses, consistent follow-ups and communications as well as performing appropriate problem solving and escalations. You will aide in the development of support procedures, and timely resolution of requests to exceed or meet established client metrics and service level agreements. **What you will be responsible for**: - Establishing and maintaining excellent client relationships and customer service. - Being the main point of contact for client managed service incidents, requests, and escalations. - Proactively monitoring client satisfaction and collaborating with the Head of Managed Services as well as other key stakeholders. - Managing all appointed incidents/problems/service requests for Resolute’s clients in the service desk queue to ensure work is appropriately assigned to various internal teams; having clear ownership and accountability, completing in a timely manner with quality, and handling under the appropriate time tracking categories. - Collaborating with department team leads to ensure services are being delivered to agreed service level agreements (SLAs) including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution. - Providing service coordination and communication for assigned client(s) including chairing operational and continuous improvement meetings. - Working directly with internal teams to resolve incidents, problems, service requests and providing client support and escalations to internal department team leads when required. - Providing peer review responses from team members to the client(s), where appropriate. - Delivering "Out of Scope" work at times, including preparation of ad-hoc requests, change orders, coordination with the various teams and other special assignments to client(s). - Ensuring all alert channels are properly monitored and responded to. - Recommending and assisting with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Managed Services team. - Assisting with driving a ‘Documentation Culture’ that builds the team’s repository of operational service, support, and user guide documentation. - Participating in capturing business or system problems from the end user perspective; analyzing existing systems and programs and creating recommendations that consider both the client’s concerns and the technical state of the system, as required. - Quarterbacking communications and working with other departments (Resolute and our clients) to ensure required stakeholders are informed and included in matters related to delivery of managed services. - Identifying trends in service consumption and making recommendations to management for continuous improvement. - Being the primary point of contact for all assigned major incidents for our clients and responsible for ensuring all required major incident reports are prepared and communicated according to established SLA’s. - Participating in the internal change management process. - Developing a strong understanding of operations and purpose of each system within a client’s portfolio. - Developing basic technical knowledge of each system within a client portfolio. - Working in conjunction with the Head of Managed Services on people management activities. **What you bring to the table**: - University degree or College diploma in Computer Science/Information Technology or related matter. - Minimum 3+ years in customer facing roles with 5 years of progressive experience in information systems positions with a focus on IT support roles. - The ability to create processes and procedures. - Lead technicians in troubleshooting more advanced issues. - Strong delivery record of satisfying business requirements with IT solutions. - Strong analytical and technical trouble shooting skills. - Strong verbal and written communication skills. - Effective time management, decision making and organization skills. - Ability to manage deadlines and work under pressure. **What RTS gives back to you**: - A collaborative and creative work environment that truly values and cares about their employees as people - Bonus Program - Comprehensive benefits package - Training and education opportunities - A fun and inclusive team building environment If you have any questions, please contact our Senior Talent Acquisition Specialist **Kam Singh**or visit our **Careers Page**for more opportunities We are not able to hire (or sponsor) out-of-country applicants that do not have a current Permanent Resident Status or Work Visa. - **About us** Resolute is a Full-Service IT fir