Customer Liaison Manager

**VANCOUVER BC/ WEST COAST**

At Xtract One (TSX: XTRA), our vision is to create a world where great experiences and safety work together. Through a people-focused and collaborative approach, we leverage purpose-built AI to create transformative technology solutions that deliver exceptional experiences, safer environments and informed operational insights for our customers, and their patrons and staff.

Xtract One is looking for a Customer Liaison Manager to help us develop, maintain, and enhance relationships with our Customers. The Key objective of the Customer Liaison Manager is to be the customer ‘Concierge’ by proactively addressing business needs through coordination and project management of Patriot One activities. This role is the “Air Traffic Controller” for customer engagements across multiple departments at Patriot One. You will be working with several different departments including Operations, Sales, Finance, and Product development.

Patriot One Technologies provides a safe and fast-paced environment for people to work in. This position reports to the Sr Manager or Director of Customer Success.

**Responsibilities**:

- Triage and escalate critical customer issues and ensure ownership with internal resources, and proactive updates to customers.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Work with customers to ensure all details necessary for flawless execution of engagements are addressed proactively to ensure delivery stakeholders have clear direction.
- Establish a trusted/strategic advisor relationship with each customer and drive the continued value of our solutions.
- Engage with customers proactively to identify, define, track and measure the overall impact of Patriot One on their organization
- Assist customer with solution design and post-sale services, ensuring clear understanding of service levels consistent with security ‘conop’ needs,
- Ensure all parties are informed and updated on activities, including changes on a timely basis,
- Act as the primary point of contact for customers regarding all their needs and issues, including billing, technology, systems or other issues.
- Identify, define and drive software license renewals, upsells and other organic growth opportunities. Transfer new expanded scope potential to sales for follow-up.

**Daily Activities**:

- Proactively update customers on schedules, shipping, logistics, and installation timing while keeping the Field Sales team up to date on any new developments, and ensuring the Field Sales teams are pre-briefed and enabled before any customer action,
- Report and triage all inbound issues. Manage inbound customer concerns including billing, shipping, and service issues ensuring the customer receives a timely response.
- Proactively maintaining tracking documents, schedules, and working demo and deployment activities.
- Track product development and patching while actively communicating with customers until the issues are resolved.
- Outreach to customers and perform a courtesy “check-in” service on a regular basis
- Provide ‘VoC’ input and feedback to other cross-functional stakeholders for products and services,
- Providing scope of the project by utilizing tracking tools that can be viewed by others and used as a coordination, management, and communications tool

**Qualifications**:

- Bachelor’s Degree in a technical or business discipline
- 3+ years of technical pre-sales or technical architecting experience
- Good people skills. Able to work with personnel from a variety of backgrounds.
- Experience with installing, using, and maintaining network and computer systems and software,
- Ability to review agreements to ensure equipment sales and service content is well defined,
- Experience using Salesforce a plus,
- Must be able to communicate clearly and effectively in a constructive manner with customers, management, peers and coworkers,
- Possess an intrinsic attention to detail,
- Strong organizational skills
- Strong Project management skills

**Terms**:
Full time, permanent role with competitive compensation package including health benefits, educational allowance and stock options.