Client myst%C3%A8re Offres d'emploi - Repentigny, QC

Job Overview :

As a CMiC " Client Support Manager" within our Support department, you will be the first point of contact to serve assigned clients’ technical support needs. You shall act as the liaison between the clients and the internal teams (programmers, managers, etc.) to ensure the timely and successful delivery of solutions according to customers’ needs. 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.

Requirements

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

Benefits

CMiC is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and / or assessment process. 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.