Client Relations Manager - Bilingual (French)

Job Overview:

Since no two problems are the same, we are looking for someone that can tailor a unique solution to suit client requirements while ensuring a quality client experience that is delivered promptly and transparently.

Key Responsibilities:

• Manage day-to-day critical issues and share progress on issue resolution with both clients and internal support members.
• Coordinate and participate on regular scheduled conference calls with clients. This includes:
• Providing updates on outstanding issues.
• Identify and prioritize key issues.
• Discuss and coordinate upgrade and patch paths as well as any new product inquiries.
• Coordinate support team efforts when ranking client priorities.
• Regularly review client comments on ticket/issue notes.
• Participate in weekly meetings with Product Leads to review client issues and priorities.
• Maintain business partner and contact information. Assist in the creation and maintenance of internal customer service portal access for users.
• Observe issues on the ticketing system while escalating and coordinating outstanding key support issues promptly.
• Build and maintain strong and long-lasting business relationships.

• French Language certification is required
• Preference given to those residing in Quebec
• College/University Degree – preferably in Business, Commerce, Computer Science.
• Knowledge of case ticketing system.
• Ability to troubleshoot and resolve conflicts.
• Solid ability to facilitate written and verbal communication between team members, Product Groups and clients.
• Exceptional analytical and problem-solving skills.
• Ability to grasp new concepts and learn quickly.
• Extremely detail oriented with the ability to manage and prioritize workflow.
• Good organizational and time management skills.
• Proactive with the ability to meet tight deadlines and operate in a high-paced environment.
• Team-player, strong work ethic and a positive attitude.
• Previous industry experience with Construction, Tech Support or Customer Service exposure is an asset.
• Professional Services and/or Information Technology is preferred

NOTE: Please note that this is not a position within Sales capacity and that core responsibilities include client support initiatives.

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
• Health and Wellness focus including virtual yoga classes and wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation

If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.