Client Experience Manager
Client Experience Manager
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
BIS Safety Softwareis a fastgrowing technology company providing leading software for the safety industry. We are looking to add a Client Experience Manager to our expanding team.
Who we are
Founded in 2006 BIS was born and raised in Sherwood Park Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation and we are looking to continue our growth across North America and around the world.
About the Role
As Client Experience Manager you will lead and grow our technical support team. Your primary focus will be to ensure an outstanding customer experience by providing strategic leadership fostering a highperformance culture and continuously improving our support operations.
We need someone who is:
Techsavvy
A strong people leader with experience managing and coaching teams
Highly organized and excellent at prioritysetting
Passionate about outstanding customer service
Able to thrive in a fastpaced environment and adapt easily to change
This is a handson leadership role where youll develop strategies analyze key performance metrics and support your team in delivering exceptional technical support for our clients.
Also this is an inperson role based out of our Sherwood Park AB office.
In this role you will be expected to:
- Lead and develop the Client Experience department including 2 team leads and an overall department of 10 team members.
- Hire train and mentor team leads and team members fostering career growth and development.
- Conduct regular 1:1 meetings and provide coaching and feedback to ensure team member success.
- Ensure clear expectations are set and communicated across the team.
- Analyze key performance metrics to identify trends and opportunities for improvement.
- Collaborate with leadership to set department goals and drive performance.
- Work with team leads to continuously improve internal processes and customer support operations.
- Ensure proper staffing levels to maintain service levels while staying within budget.
- Lead by examplejumping in to assist when needed to support both customers and employees.
- Foster a highperformance culture through motivation support and recognition.
You might be the right fit if you:
- Have people management experience including leading team leads and larger teams.
- Are passionate about customer support and understand what exceptional service looks like.
- Are techsavvy and comfortable with learning and implementing new technology.
- Can analyze data and performance metrics to uncover trends and drive improvements.
- Thrive in fastpaced highgrowth environments and handle change with ease.
- Are an excellent communicator who can build strong relationships with both customers and employees.
- Have strong organizational skills and can prioritize and delegate effectively.
- Take a solutionbased approach to challenges and are always looking for ways to improve.
- Are a collaborative leader who works well with both leadership and team members.
Bonus points if you:
- Experience leading a customer support or technical support team.
- Background in SaaS software or technologyrelated customer experience.
- Knowledge of customer service analytics and KPI tracking.
- Additional language skills (French or Spanish).
$65000 $80000 a year
Salary ranges are based on experience reflecting the unique skillset each individual brings to the role.
Job ID #LCCE
Why join us
At BIS we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.
Another key part of our culture is our purposeful avoidance of titles. We dont use job titles as they dont reflect the value we place on humility. And we lead with our heart treating all our customers and team members with integrity and compassion.
We are looking for likeminded individuals who are interested in growing with us.
In addition we also offer the following:
Comprehensive benefits package
Health spending account
Growth opportunities
Flexible working hours
Onthejob training
Worklife balance
Free onsite parking
Team Recognition Points
Social committee
Fun open and collaborative environment
Be More Than an Employee
BIS is a company where you can not only grow your career but also share in the success you help create.Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the companys future.
Wed love to hear from you
If this describes you please submit a creative application that is sure to grab our attention. Submit your rsum and cover letter in confidence through this posting.
We sincerely thank all applicants for their interest however only applicants selected for interviews will be contacted.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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