Client Experience Manager

F12.net•Edmonton, AB

6d•Onsite

About The Position

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. The Position: As part of the Managed Services Organization: Reporting to the Service Team Manager, the Client Experience Manager will oversee all aspects of the client experience and engagement with F12. This role is pivotal in ensuring the satisfaction and success of our clients by overseeing and enhancing their overall experience with our IT managed services. The role will act as the single point of contact for customer escalations and will focus on ensuring that clients have a positive and satisfactory interaction with F12’s products, services, and support teams. You will collaborate with internal teams to meet client needs and regularly update and support clients while managing incoming requests. Your ability to identify opportunities to improve client engagement and collaborate with your manager will ensure F12’s clients receive exceptional service and have a positive client experience. The successful candidate will have proven experience providing clients positive, seamless, and satisfying experiences with an organization from the initial point of contact throughout the entire customer journey.

Requirements

Excellent verbal and written communication skills
Excellent client-facing and internal communication skills
Strong organizational skills
Extensive Client Management Experience – Specifically maintaining a portfolio of recurring clients
Strong ability to identify opportunities to improve relationships between clients and an organization
CRM Experience is a plus
Understanding of CPQ and inside sales environments would be beneficial
Technical background and understanding of technologies are an asset
High level of computer proficiency (industry experience an asset)
Ability to multi-task
Highly detail oriented
Post-Secondary education in a related field is an asset

Responsibilities

Understand the clients needs by gaining insight into their expectations and needs pertaining to F12’s services
Facilitate effective communication with F12’s clients, ensuring that information is communicated smoothly while requests are being addressed promptly
Effectively manage and solve all client issues, complaints or concerns to ensure effective client experience and management
Consistently gather feedback from your portfolio of clients to better their experiences while implementing any specific changes required for an improved client relationship
Be a relationship builder; building and maintaining strong relationships with clients which will result in repeatable business for F12
Act as a customer advocate within F12, champion the voice of the customer within the organization, providing valuable insights for continuous improvement
Work with different departments within the company, such as project services, various technical departments, sales and business operations to ensure a cohesive and positive client experience
Provide clients with F12 resources and training to enhance their understanding and ease of use for all F12’s products and services
Utilize data related to all client interactions to identify specific trends pertaining to areas where F12 can enhance the overall client experience
Have ongoing contributions to the development of the client experience strategies aimed at F12’s current customers resulting in repeatable business
Monitor all performance metrics, ensuring that you are tracking KPI’s related to the client experience and the effectiveness of initiatives to identify areas of improvement
Consistently perform all functions related to processing quotes and IMAC requests
Track all open cases, including following up with internal teams until the ticket is complete
Have accountability of IMAC Service Requests and handle escalations when required
Ensure that client information is up to date in our CRM (ConnectWise) and maintain accurate input as required
Maintain a technical resources dispatch calendar within our CRM
Perform asset management related duties for technical projects
Evaluate IMAC outcomes, identify problems, and evaluate root issues
Maintain F12 quality through White Glove service delivery
Work to improve IMAC Service Request execution and efficiency