Job Title: Service Manager
Years’ Experience: 5+ years
Reports To: President
Location: Vancouver, BC

Role Summary:

The Service Manager is the bridge between our clients and our technical team. The Service Manager is focused on improving client satisfaction, being an escalation point, and driving Nucleus standards throughout all clients (Inside Sales). The Service Manager is also accountable for new client onboarding to ensure a seamless go-live experience for new clients.

Responsibilities:

  • Acts as an escalation point for their assigned clients
  • Participates in regular meetings with the support and project teams
  • Regularly reviews effective rate of clients to identify trends and opportunities
  • Meets with clients on a monthly basis to review monthly reporting
  • Touches (phone or in-person) every assigned client, at least once per quarter
  • Creates and delivers SABRs (semi-annual business review) to clients to drive best practice, standardization, and regularly reviews client business requirements as an opportunity to align technology solutions
  • Ownership of the Account Management (escalations) service board for their assigned clients
  • Ownership of assigned new client onboarding
  • Act on behalf of the client pertaining to various requests and/or inquiries and communicating this information internally to the Support Manager and Project Services Manager to discuss opportunities for improvement, change, and communication back to the client – ultimately being the bridge of account-level communication between our support, project team and client POCs

Knowledge, Skills, and/or Abilities:

  • Outgoing, positive attitude with a passion for building client relationships
  • Strong interpersonal skills; you are not a cyborg
  • Communication skills; you can take the bits/bytes and translate them into information that our non-technical clients can understand
  • Diagnosis and troubleshooting client business problems and aligning Nucleus services/solutions with their needs in collaboration with the client services team
  • Ability to multi-task, self-motivated with the ability to work in a fast moving environment
  • Technical background with the ability to understand the big picture but also be able to dig into technical issues, working with the service team to deliver resolution to the client

If you’re interested in this position, please submit your cover letter and resume to [email protected]