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Customer Relationship Manager

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Date: Jun 10, 2021

Location: Toronto, ON, CA, M6K 3E8

Company: Softchoice

Why you’ll love Softchoice: 
We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have: 


Your passion is Customer success!


As a Customer Relationship Manager within our Managed Services organization, you will be responsible for ensuring our Managed customers have continued success with the Keystone Service. You will use your relationship skills to work with a select group of customers throughout the client lifecycle.


What you’ll do:  


  • Identifying and enabling clients to achieve tactical and strategic areas of opportunity for business outcomes.
  • As a Customer Success advocate, ensuring that client retention is a key focus along with adoption and expanding the client account base.
  • Managing client engagement and relationship building.
  • Managing, facilitating and tracking execution of service deliverables as per the customer contract.
  • Implementing and leading regular service management reviews with each customer focused around customer satisfaction, service level reporting, deliverable execution and opportunities for service growth and improvement.
  • Coordinating with other internal Softchoice teams to ensure a consistent, seamless experience for your customers.
  • Regularly reviewing, verifying and reporting on asset management to provide insight and ensure alignment with customer expectations and financial commitments.
  • Bridging the gap between the ideal customer experience and operational deliverables.
  • Being a catalyst for continuous service improvement both internally and with customers in the areas of process improvement, efficiency gains and customer improvement (e.g. technology adoption, service usage, etc.).


What you’ll bring to the table: 


  • 5+ years of related work experience in a customer facing role with a post-secondary degree.
  • Proven experience as a Service Delivery Manager in the IT industry.
  • Passion about building strong, trust-based relationships with customers and dedication to drive a great customer experience.
  • Dedication to Service Delivery, Customer Service, Satisfaction and Continuous Improvement.
  • Experience with incident management/escalations, problem management and continual service improvement is beneficial.
  • Excellent listening, interpersonal, written, and oral communication skills.
  • Practical knowledge of technology solutions, services delivery and IT Operations.
  • High self-motivation and direction with strong time management skills.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to work within an ITIL based service delivery model, ITIL Certification is an asset.
  • Effective communication skills between customers, sales, operations level resources and technical subject matter experts through all phases of customer engagements.
  • Working knowledge of service delivery concepts, processes, and procedures as well as the ability to enhance and manage continuous process improvement.
  • Practical problem-solving skills to deal with a variety of concrete variables in situations where only limited standardization exists.
  • Exposure to Infrastructure Support, Managed Services and Cloud based services would be an asset.
  • Experience with SLO, SLA and KPI deliverables an asset.


Why people love working here: 


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 

Inclusion & equal opportunity employment: 
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 
Require an accommodation? We are ready to help: 
We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 


Our commitment to your experience: 
We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references.: 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time.