Client Experience Manager
Client Experience Manager
Posted on :
15-03-2025
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1 Vacancy
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Job Description
Manager Client Experience
Job Location: Remote work from home within Alberta or British Columbia
Compensation
The Manager Client Experience position is a full time salaried position and compensation is commensurate with skills experience and abilities. The annual base salary range is between $85000 and $120000.00Company Profile
IX Solutions is your trusted IT partner connecting people with technology tailored to meet their business needs. We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes.IX Solutions exists to create longterm relationships with passionate employees and clients. We go the extra mile to deliver positive experiences for IXS employees and clients alike with a focus on relationships and achieving exceptional business solutions.
Position Summary
IX Solutions is looking for a passionate driven Client Experience Manager who will empower our Client Experience team in their development journey. The Manager Client Experience will be responsible for employee development and ensuring IX Solutions employees meet deliverables across our client base including but not limited to reactive support requirements client advisory requirements client health review requirements and IT Management requirements. This is a role requiring autonomy and the ability to turn high level direction into results.The position works a minimum of 40 hours per week with typical business hours being 8:00am to 4:30pm or 8:30am to 5:00pm Monday to Friday. Balancing multiple priorities with deadlines is a requirement and afterhours availability is a requirement of the position.
This position is critical to the success of our clients with the Manager Client Experience playing an integral role in team leadership.
What Youll Do Here
- Carry out the purpose and goals of the Client Experience team and business
- Own our client support process embracing continuous improvement and fostering an innovative environment.
- Empower the team to take ownership of their work while providing guidance and support to achieve shared goals.
- Work with the team to define the definition of done for the Client Experience team
- Contribute to the development of processes and practices enabling increasingly effective operations and improved client experience and outcomes
- Ensure IX Solutions organizational expectations are understood by employees reinforcing or redirecting employees where required to ensure they are successful
- Manage and maintain reactive support processes and coordinate afterhours support schedules to ensure timely and effective response to adhoc/reactive client support requirements.
- Play a coordinating role for operational escalations within client environments.
- Align continuous learning with growth trajectory for each team member setting expectations for ongoing learning and agreeing on individuals growth trajectory.
- Provide immediate direct feedback when a team members action might harm the team (e.g. acts that are unethical or counter to interests of the team/organization).
- Maintain an employeeoriented company culture that promotes continuous improvement while emphasizing our Randy Experience approach to client satisfaction.
- Work with People and Culture and our Technical Director to recruit interview select hire and employ an appropriate number of employees.
- Encourage team members to exemplify behaviors that strengthen the team.
- Set the tone for vulnerability within the team.
- Persuade the team when necessary about decisions that impact them.
- Define and track measures of success for the team they are responsible for and set the quality bar.
- Monitor the rate of change of the teams practices and encourage experimentation and evolution of new practices.
- Share contextual information to the team so team members can take initiative and make decisions.
- Participate in the team decision making process when necessary asking questions challenging opinions gathering information and context and facilitating healthy conflict to help the team.
- Maintain transparent and professional communication building relationships and ensuring informationflow throughout IXS.
- Provide insight to help address and resolve roadblocks or obstacles for the team.
- Plan team meetings.
- Appraise team members performance and pay.
- Review and complete timesheet and vacation approvals.
- Perform other duties and responsibilities as assigned.
Qualifications/Expertise
- 3 years of Managerial and Leadership experience.
- 5years of IT experience with SMB and/or large businesses.
- Comfort communicating with diverse personality types.
- Ability to excel in a collaborative teamoriented environment.
- Commitment to continuous improvement and open to feedback.
Accountabilities Tasks and Duties
- Ability to communicate effectively in a remote work environment.
- Work closely with crossfunctional teams to ensure alignment and seamless service delivery.
- Demonstrate commitment and alignment with the companys mission values and behaviors.
- Foster a collaborative work environment and culture.
- Provide leadership and assistance to colleagues.
- Take personal accountability and ownership of a solution or obstacle.
IX Solutions is pleased to offer remote work opportunities for our employees however we do require employees to reside in Alberta or British Columbia Canada.
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
Key Skills
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