Client Relationship Manager

  • FileFacets
  • Ottawa, ON, Canada
  • Mar 12, 2018
Customer Service Management / Project Management

Job Description


We are looking for employee #2 to join our growing international office in Leeds as a Client Relationship Manager. Your main responsibility will be to provide support and training to our customers. Applicants should be ambitious and highly motivated possessing exceptional customer service skills with a passion to go above and beyond to help customers. This role isn’t for everyone but if your keen detective skills allow you to troubleshoot a symptom yet solve for the larger problem, and if you think you’re up to the challenge, we’d love to hear from you!

What will your day look like?

  • Provide customer and technical support resolution via email, phone and other electronic medium
  • Provide personalised training to our customers and teach them how to use our platform
  • Build a relationship with the customer and proactively follow-up through issue resolution
  • Document details of all customer interactions in our CRM platform
  • Manage agendas/ travel arrangements/ appointments and provide general support to the executive team
  • Assist the Project Manager with the understanding of project activities, timelines, constraints and present solutions from a technical perspective
  • Most importantly, think outside the box


What does success look like?

  • You are comfortable with a role where most of time is spent on the telephone
  • You have outstanding customer service skills, including strong written and communication skills
  • You have a successful track record of meeting, exceeding goals, and balancing multiple high priority initiatives, in challenging environments
  • You have solid organisational and multi-tasking skills
  • You have the ability to prioritise, plan your workload and to meet deadlines
  • You have an exemplary work ethic, a “get it done” attitude, and high personal accountability
  • You have experience in a help desk environment providing SaaS technical support to individual users


What’s in it for you?

  • Competitive compensation
  • Innovative incentive programs including employee stock options
  • Paid time off
  • Company paid short and long term disability
  • Yearly paid trips to our head office in Ottawa, Ontario, Canada
  • Employee assistance program