Client Experience Specialist

**Organization Summary**:
SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work's efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

**We expect all our employees to live our values**:

- Security First - Protecting you; above everything else.
- One Team
- Together, we are unstoppable.
- Driven to Succeed
- Competent and confident in everything we do.
- Make it Happen - We Take Ownership and get it done
- Kaizen - Dedicated to continuous improvement.
- We F**ing Care - Passionate service that demonstrates commitment to our team, clients, and business partners.

**What's great about SIRKit?**

SIRKit provides an inclusive environment of like-minded technology professionals working towards a common goal. We put service ahead of sales, as our company was built by and is still run by technicians; our leadership team is entirely composed of former technicians. We pride ourselves on hiring the best, compensating fairly, and having fun on the job. We don’t compromise on technology or security and always ensure we provide the best solutions. We hire and train before we grow, so we’re not playing catch up. We embody the Kaizen mindset, and we’re always willing to do the work to improve and solve issues.

Additionally, we provide the following great benefits to our team:

- Hybrid in office/work from home working schedule
- Three weeks of vacation starting and four weeks after three years
- Six personal days per year
- Quarterly profit-sharing bonuses
- RRSP Matching program
- Full medical and dental benefits
- Free lunch every Friday
- Friday Happy Hour
- 1.5x paid overtime
- Open pay bands, accountability, and growth options
- Paid training and certifications

**Job Summary**

Reporting to the Proactive Team Manager, the Client Experience Specialist is responsible for managing SIRKit’s Client Experience Program. This program is core to our approach of maintaining high quality relationships with our clients. The program includes elements of premium gifting, unique experiences, and other demonstrations of value that surprise and delight our clients.

Gifting is key to the program and delivers bespoke and premium gifts to our clients. Gifts are selected based on client insights collected by the SIRKit team. This role will research, procure, prepare, and deliver client gifts. Planning unique experiences should incorporate a tangible memento. These experiences should be memorable and remarkable.

To develop and maintain relationships with our clients the Client Experience Specialist will regularly meet with and entertain clients. Active listening and recall are critical to the role. Lastly, the Client Experience Specialist must stay informed of important personal and industry news relevant to our clients.

As part of this role, you may occasionally be required to work outside of regular business hours to accommodate program needs.

Successful execution of this role will ensure that SIRKit’s clients feel appreciated and supported while our team supports their IT environments and needs.

**Job Duties and Responsibilities**
- **Gifting Management**: Oversee the selection, procurement, and distribution of client gifts, ensuring they align with company values and client preferences.
- **Client Relations**: Develop and maintain strong relationships with clients through regular communication, understanding their needs, and providing personalized solutions.
- **Event Planning**: Organize individual and group events for clients. This includes concept, venue selection, ticketing, supporting purchases, transportation, etc.
- **Documentation**: Document and review client insights, record delivered gifts & experiences.
- **Sales and Marketing**: Support the Sales and Marketing teams with client outreach campaigns.
- **Vendor Relations**: Build and maintain relationships with suppliers and vendors to ensure high-quality services and competitive pricing.

**Skills/Abilities**
- **Creative thinking and Idea Driven**: The ability to select premium and memorable gifts that leave a lasting impression.
- **Strong Communication Skills**: Ability to communicate effectively, both verbally and in writing, with clients, team members, and vendors. This includes active listening and excellent recall.
- **Relationship Building**: Adept at establishing and maintaining strong relationships with clients and stakeholders. Exhibit a personal, extroverted, warm and sociable demeanor.
- **Attention to Detail with Exceptional Memory**: Detail orientated with excellent memory skills, capable of accurately recalling and identifying key points from