Software Client Relationship Manager

H2 Safety•Calgary, AB

63d

About The Position

We are seeking a Software Client Relationship Manager (SW CRM) to join our team. In this role, you will ensure the ongoing engagement, satisfaction, and retention of H2Safety’s software clients. Acting as the bridge between Sales, Training, and Software Development, you will deliver a seamless client experience, proactively manage software usage, and drive adoption of our solutions. The SW CRM becomes involved after the initial sales conversation, offering deeper product expertise, detailed demonstrations, and implementation planning. You will guide clients through implementation, onboarding, training, and long-term relationship management. You will own the ongoing client relationship and ensure clients successfully adopt and derive value from our software, while identifying opportunities for renewals, expansions, and continuous improvement of the client experience.

Requirements

Proven experience in client relationship management, preferably in a software or technical environment.
Strong communication and organizational skills.
Ability to translate software functionality into practical client workflows and operational value.
Familiarity with CRM systems, usage analytics, and training workflows.
Ability to work cross-functionally and manage multiple client relationships simultaneously.

Nice To Haves

Knowledge of the Incident Command System or emergency management would be an asset.

Responsibilities

Maintain active relationships with all software clients through regular outreach and engagement.
Ensure all software clients remain supported, trained, and actively engaged with the platform.
Measure client satisfaction through regular feedback, surveys, and direct engagement.
Monitor client usage patterns and proactively address underutilization or disengagement.
Lead renewal discussions with existing clients and ensure proactive engagement prior to contract expiry.
Lead the implementation of software solutions for new clients following advanced sales engagement.
Configure aspects of the platform and coordinate with technical teams for more complex configuration, integrations, or data requirements.
Guide clients through onboarding, setup, and best practices to ensure successful adoption.
Support training and user enablement activities during implementation and early adoption phases.
Monitor and analyze client usage metrics to identify adoption trends, training gaps, and workflow issues.
Proactively engage clients to address underutilization and improve long-term platform adoption.
Work with Training to align software curriculum across LMS, remote, and F2F sessions.
Promote software demos during training events, lunch breaks, and post-class sessions.
Owns client training outcomes and ensures users achieve and maintain proficiency across all modules; accountable for improving active usage and feature adoption rates.
Ensure software training connects technical functionality with real-world operational workflows.
Partner with Sales to support advanced product discussions and demonstrations when deeper software expertise is required.
Provide deeper product expertise and workflow insight to prospective clients during advanced sales discussions.
Maintain ownership of client relationships following the sales process, including renewals and ongoing account engagement.
Identify opportunities for software expansion, additional modules, or new products that would benefit existing clients.
Participate in promotional activities such as webinars, brochure and white-paper development, lunch n’ learns, conferences, and open training sessions.
Gather market intelligence through ongoing client engagement, identifying emerging needs, pricing, operational challenges, and opportunities for new software capabilities.
Serve as a conduit between clients and the internal software team by synthesizing client feedback, feature requests, and market trends to inform product development discussions.
Support the evaluation of new product ideas and enhancements by validating client demand and operational value.
Help drive the rollout and adoption of new software features, modules, and products across the existing client base.
Serves as an internal software champion, promoting digital adoption across departments, coaching internal users, and helping shift organizational culture from paper-based to software-driven workflows.