Client Experience Manager

Manager, Client Experience
Job Location:     Remote work from home within Alberta or British Columbia

Compensation

Company Profile

Position Summary

What You’ll Do Here

• Carry out the purpose and goals of the Client Experience team and business
• Own our client support process, embracing continuous improvement and fostering an innovative environment.
• Empower the team to take ownership of their work, while providing guidance and support to achieve shared goals.
• Work with the team to define the definition of “done” for the Client Experience team
• Contribute to the development of processes and practices enabling increasingly effective operations and improved client experience and outcomes
• Ensure IX Solutions’ organizational expectations are understood by employees, reinforcing or redirecting employees where required to ensure they are successful
• Manage and maintain reactive support processes and coordinate after-hours support schedules to ensure timely and effective response to ad-hoc/reactive client support requirements.
• Play a coordinating role for operational escalations within client environments.
• Align continuous learning with growth trajectory for each team member, setting expectations for ongoing learning and agreeing on individual’s growth trajectory.
• Provide immediate direct feedback when a team members action might harm the team (e.g., acts that are unethical or counter to interests of the team/organization).
• Maintain an employee-oriented company culture that promotes continuous improvement while emphasizing our “Randy Experience” approach to client satisfaction.
• Work with People and Culture and our Technical Director to recruit, interview, select, hire, and employ an appropriate number of employees.
• Encourage team members to exemplify behaviors that strengthen the team.
• Set the tone for vulnerability within the team.
• Persuade the team, when necessary, about decisions that impact them.
• Define and track measures of success for the team they are responsible for and set the ‘quality bar’.
• Monitor the ‘rate of change’ of the team’s practices and encourage experimentation and evolution of new practices.
• Share contextual information to the team so team members can take initiative and make decisions.
• Participate in the team decision making process when necessary, asking questions, challenging opinions, gathering information and context, and facilitating healthy conflict to help the team.
• Maintain transparent and professional communication, building relationships and ensuring information flow throughout IXS.
• Provide insight to help address and resolve roadblocks or obstacles for the team.
• Plan team meetings.
• Appraise team member’s performance and pay.
• Review and complete timesheet and vacation approvals.
• Perform other duties and responsibilities, as assigned.

Qualifications/Expertise

• 3+ years of Managerial and Leadership experience.

• 5+years of IT experience with SMB and/or large businesses.

• Comfort communicating with diverse personality types.
• Ability to excel in a collaborative, team-oriented environment.
• Commitment to continuous improvement and open to feedback.

Accountabilities, Tasks and Duties

• Ability to communicate effectively in a remote work environment.

• Work closely with cross-functional teams to ensure alignment and seamless service delivery.
• Demonstrate commitment and alignment with the company’s mission, values, and behaviors.
• Foster a collaborative work environment and culture.
• Provide leadership and assistance to colleagues.
• Take personal accountability and ownership of a solution or obstacle.

IX Solutions is pleased to offer remote work opportunities for our employees, however we do require employees to reside in Alberta or British Columbia, Canada.