Client Success Manager

About Us:

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients' businesses. We value teamwork, fun, and achieving amazing results together.

Job Overview

The Client Success Manager (CSM) at Exchange Technology Services plays a pivotal role in ensuring our clients receive exceptional service and achieve their desired outcomes. The CSM acts as the primary point of contact for clients, fostering long-term relationships, driving client satisfaction, and facilitating the delivery of our IT solutions and services.

Key Responsibilities

• Serve as the main liaison between ETS and assigned clients, understanding their business needs and objectives.
• Proactively manage client accounts, ensuring timely resolution of issues and consistent delivery of high-quality services.
• Develop and maintain strong relationships with client stakeholders, regularly communicating service updates, performance metrics, and recommendations.
• Coordinate with internal technical teams to deliver solutions that align with client goals and contractual agreements.
• Monitor service delivery and client satisfaction through regular check-ins, feedback collection, and performance reviews.
• Identify opportunities for service improvement, upselling, and cross-selling additional MSP offerings.
• Facilitate onboarding and training sessions for new clients, ensuring a smooth transition and adoption of services.
• Maintain accurate records of client interactions, issues, and resolutions in the CRM system.
• Prepare and present client success reports, including KPIs, SLAs, and recommendations for ongoing improvement.
• Act as an advocate for clients internally, representing their interests and ensuring their voice is heard in service delivery discussions.

Qualifications

• Bachelor's degree or diploma in Information Technology, or a related field (or equivalent experience).
• 2+ years in client success, account management, or customer service roles, preferably within the IT or managed services sector.
• Strong understanding of managed IT services, cloud solutions, and related technologies.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple client accounts and prioritize tasks effectively.
• Experience with CRM platforms and service management tools.
• Problem-solving mindset with a focus on delivering value and driving client outcomes.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Preferred Skills

• Industry certifications (e.g., ITIL, PMP, CompTIA) are a plus.
• Data-driven approach to client management and reporting.
• Ability to identify and act on upselling & cross selling opportunities.

Working Conditions

• Must be able to obtain and maintain a clear criminal record check.
• Physically able to perform all listed job duties.
• Work performed primarily in an office environment.
• Manual dexterity required to use desktop computer and telephone.
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public.
• This position is eligible for the Mileage Reimbursement Program, as it requires onsite visits to meet with clients.
• Various shifts at a fast pace to meet service level requirements of our clients.
• Ability to attend offsite work events as required (e.g. job fairs, trade events).

What We Offer:

• Competitive salary and benefits package
• Registered Retirement Savings Plan with Company Matching
• Employee Share Purchase Plan
• Subsidized Gym Membership
• Subsidized Phone Plan
• Opportunities for professional development and career growth
• Collaborative and innovative work environment

If this sounds like an opportunity you would like to be a part of, please apply

Please note, Exchange Technology Services is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process. Please reach out to if you have any questions.