Supercharge your career at Nucleus Networks!

Founded in Kitsilano, BC, in 2001, Nucleus is an award-winning Managed IT Services provider with more than a decade of experience providing IT project services, IT support services, and IT strategy services to businesses across Canada. We are one of BCs top 5 Best Workplaces and a top 5 Finalist for BCs Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible!

We are a team of over 80 experienced IT Professionals focused on providing all-inclusive or a la carte IT services for organizations with 5 to 500 employees. With offices located in Vancouver and Toronto, we provide extended support services to 200+ organizations across multiple industries in Canada within both the public and private sectors.

For back-to-back years weve been recognized as one of BCs Best Workplaces. Weve also been recognized as one of North Americas top Managed IT Services Providers as well as one of the top ten MSP's in Canada. Members of our team have also been recognized for multiple years running in the MSP mentor Top 250 list which is a global list recognizing the top experts, entrepreneurs, and executives.

Role Summary

Client Success Managers are focused on serving as the bridge between our clients and our technical team, improving client satisfaction, being an escalation point, driving Nucleus standards throughout all clients, and recommending new solutions and/or services. This role is also involved in new client onboarding to ensure a seamless go-live experience for new clients. This role will also handle client day-to-day requests such as client calls, meetings, invoicing questions, research, and document preparation.

Duties and Responsibilities

• Act as the main point of contact for assigned clients, serving as an escalation point between our support, project team and client POCs.
• Meet and develop strong relationships with clients and serve as their champion within our organization to provide excellent service.
• Identify potential client issues and by delivering Technical Scorecards to clients to drive best practice, promote standardization, and review client business requirements regularly to align technology solutions.
• Support the onboarding of new clients by providing attentive service relating to accessing our Support/Project Services to exceed their expectations.
• Maintain consistent communication between Nucleus and its clients with regards to project statuses, updates, and relevant industry trends, ensuring constant collaboration.
• Serve as an advocate for Nucleus technology processes and standards and educate clients on the benefits for their business.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Recommend client-focused solutions to issues identified in your trending and service reporting while considering present/future client business needs by working with other internal teams.
• Maintain accurate and up-to-date client data and standard operating procedure (SOP) documentation in several platforms including ITGlue and ConnectWise.
• Participate in regular internal meetings and maintain
  accurate and real time up to date timesheets.
• Other duties as assigned.

Required Skills and Qualifications

• You have three (3) plus years experience minimum working in a similar position.
• Bilingual English & French or English & Spanish is considered an asset and highly preferred.
• ITIL knowledge/experience would be considered an asset working for an MSP company preferred or relevant work experience.
• Interpersonal skills: collaboration skills, telephone skills, communication skills, active listening, and client-care.
• Ability to diagnose and troubleshoot technical issues.
• Ability to keep yourself organized while being expected to multi-task and adapt to quick changes.
• Service awareness of all organization's key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Self-motivated with the ability to work in a fast-moving environment.

Perks!

• An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
• Hybrid Remote Environment
• Monthly Staff Socials we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
  
• Competitive Salary, Vacation, and Benefits
• Birthdays Off!

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.