Lead, Customer Success

Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 600,000 members and is an industry leading global investor? If so, we would love to tell you our story.
 
At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

Reporting to the Manager of Customer Success and Innovation, as the Leadof Customer Success and Innovation, your primary accountability is to support the relationship between Data and technology teams and their customers. You will be responsible for fostering strong relationships, supporting the technology business partner function, and aligning technology with business objectives.

A Customer Success Lead plays a key role in ensuring that customers achieve their desired outcomes while using Data and Technology products and services. Their main responsibilities include providing continuous support to customers to maximize their satisfaction and success by proactively engaging with them to understand their needs and challenges. This involves supporting the team for monitoring customer health metrics, addressing any issues promptly, and acting as a liaison between the customer and technology teams. 

This position requires a professional with a deep understanding of technology,emerging technologies, business acumen, building strong relationships, and a proven track record of being in a customer focused technology team. 

Key Responsibilities

Customer Success

Support the manager to develop and maintain a customer roadmap with the products and initiatives based on business impact, customer value, and technological feasibility.

Proactively engaging with our customers to understand and document their business objectives, unique challenges, and opportunities, and identify ways in which technology can address and enhance their decision-making and operations.

Gather and analyze customer feedback and usage data of various Data and Technology services to understand customer needs and pain points

Lead with the development of recommendations and presentations of various Product and services applicable to the Customers based on their needs.

Develop and maintain strong relationships with business teams and Data & Technology teams

Become an expert in the Data & Technology products and services to be able to make connections between customer needs and available offerings. 

Championthe adoption of core technology programs and initiatives to deliver on the D&T team’s collaborative priorities.

Participate in non-functional requirement gathering workshops, you will gain a deep understanding of our customer needs. This insight will empower you to understand and recommend whether current products in our eco-system fit their needs and lead the product demonstrations that resonate with various stakeholders.

Support the manager and co-lead to build a model of support to increase the effectiveness of the relationship between D&T and our customers.

Apply independent, sound judgment, and navigate complex issues with a view to customer success.

Understanding the role technology plays in enabling businesses to execute their strategies.

Leadership and Influence

Ability to lead self and manage your work and multiple initiativeseffectively.

Comfortable and confident working through ambiguity and navigating undefined paths.

Understanding the role technology plays in enabling businesses to execute their strategies.

Demonstrate leadership within the D&T function through transparency, and championing communication, collaboration across teams, our organizational culture, and values.

Collaboration

Build and nurture strong relationships with the Data and Technology & Business teams

Energized by achieving goals in a collaborative environment

Support driving organizational change by aligning and onboarding teams, implementing new processes and tools, embracing complex challenges, and optimizing IT best practices

Prioritize strong and effective cross-collaboration across Data and Technology.

Collaborate with the Technology Product and Services team to drive our business goals forward.

Leverage the D&T’s technical expertise to ensure our technology programs are not only innovative but also strategically aligned with the evolving needs of the business.

Share learnings with D&T to drive continuous improvement and operational effectiveness.

Innovation

Stay current on innovative and emerging technology advancements.

Lead or Manage multiple project workstreams, including supporting problem-solving sessions, workshops and interviews with cross-functional and business line working team members and subject matter experts

Synthesize findings and present clear recommendationplans to ensure impactful project outcomes.

Qualifications:

Bachelor's degree in a relevant field; advanced degree (MBA, MSc) preferred.

3-5 years of experience in technologydriven roles.

3+ years of strategy, consulting, tech, or other relevant experience

Excellent organization, communication, problem solving and prioritization skills

Ability to effectively prioritize and execute tasks in an environment with competing priorities.

Proven experience in a team where technology & business partner for a common objective 

Strong analytical and problem-solving skills with the ability to identify and define problems and recommend creative solutions offered by D&T to address customer requirements clearly and articulately.

Experience working with and successfully influencing customers. 

Strong understanding of business operations, market dynamics, and technology trends.

Strong strategic thinking and problem-solving skills.

Track record of successfully leading or part of technology teams with innovation mindset.

Proven ability to earn trust through data-based insights, delivering results, influencing, and relating to others.

Excellent communication skills - should be able to explain the technical aspects in the non-technical language to the business and relevant stakeholders.

Demonstrate curiosity in business processes to challenge the established thinking and help generate new ideas and approaches to problem solving.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 3 days per week. 

Our story:

Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023. OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate. 

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.