Sea to Sky Network Solutions Hiring for Customer Success Manager at Vancouver, BC Full Time

Sea to Sky is a leading Managed Service Provider based in Vancouver, working with a cross section of businesses, municipalities and communities across British Columbia.

Due to growth, we are adding a Customer Success Manager to our team.

We are a small team of fantastic people, providing the best IT support possible to the best customers in the city and beyond. We work hard, we have fun, and we’re growing – so we want to meet you!

The Role

The Customer Success Manager (CSM) is a key role, acting as an account manager and client advocate within our organization. Reporting directly to a Managing Partner, you’ll be working closely with our Sales, Procurement, and Technical teams.

You’ll be the primary business contact for the leadership teams at your assigned customer accounts, and fille the role of the trusted advisor working with the client and the Sea to Sky team to design solutions best suited to meeting business objectives and solving organizational problems.

Primarily, you’ll be acting as an advocate for the customer’s objectives, and ensuring they receive personal attention and support. Your focus is on ensuring a stellar customer experience.

The ideal candidate for this role will have a fantastic customer service attitude, and potentially a background in sales. A solid understanding of business technology is critical. Experience in IT sales, account management, and other customer-service roles would be beneficial.

This is an in-office position in Vancouver, with the possibility of a hybrid/work-from-home option as well. However, the successful candidate needs to be based in Vancouver as the majority of your customers will be here in the city. Some travel throughout BC will also be required.

Responsibilities:
Serve as the primary account contact for your assigned base of customers, developing an ongoing trusted advisor relationship with them, and having regular virtual and in-person account status meetings. This includes building an understanding of their business operations, goals, and requirements, and how they relate to their IT needs.

Act as a client advocate internally – ensuring their business needs and objectives are met with regards to their Sea to Sky relationship. Additionally, provide internal feedback on how to better service our clients.

Maintain client contracts and agreements, renewals, etc in conjunction with our Finance team

Coordinate internal resources to ensure a positive client experience, including basic project management/coordination

Develop new areas of business with our existing client base, and identify potential areas of improvement

Proactively manage day-to-day client needs, reporting progress to internal departments, identifying new business opportunities, and assisting with challenging client requests or issue escalations as needed

Requirements:
Exceptional customer service skills and fantastic attitude

Solid understanding of business technology

Experience working with or for an MSP

Excellent attention to detail

Excellent communication skills, both verbal and written – including an ability to advise and communicate technical ideas, issues, and solutions to a technical and non-technical audience

Experience with project management, project coordination, and/or multi-tenancy or multi customer environments

An asset would be knowledge of our primary systems: AutoTask/Datto PSA, Datto RMM, Datto Commerce, Microsoft 365, Microsoft Azure, etc.

A vehicle and a valid class 5 BC driver’s license

Why work with us?

At Sea to Sky, we firmly believe our employees are our biggest asset. We value contribution and want to ensure a real work-life balance. We’re also a certified Living Wage BC employer – meaning every Sea to Sky employee is paid at least a minimum salary that allows them to support a family.

Some of the perks of working here include:
An internal peer recognition program – award your colleagues for work well done, and be rewarded in return!

Vacation time + sick days

Full medical and dental benefits, including 100% prescription drug coverage

RRSP contribution matching

Team lunch every Friday – a constant mix of different restaurants

An iPhone for business & personal use

Casual dress code + optional branded shirts/jackets supplied

Fully stocked beer fridge with local craft brews, plus a keg on tap in our office bar

Kitchen stocked with premium coffee, premium espresso machine, pop, and a variety of snacks

Your choice of cake on your birthday!

Reimbursement for training and certification courses taken

Paid employee referral bonuses

And more!