Bilingual IT Customer Success Lead

Responsibilities


Build and maintain strong relationships with National & Regional Sales to ensure a deep understanding of the technology goals, needs, and challenges of our lenders.
Act as a liaison between the Information Technology team, Sales/Business Development and our lenders for the development and implementation of new systems and enhancements of existing systems.
Ensure Sales and the VPs, Business Development are kept informed of technology strategy and that they are aware of all IT service offerings and options available for our clients.
Define and communicate with BDLs and lenders new services to support sales/customer technology integration needs.
Collaborate with Sales and customers with appropriate IT solutions to gain alignment between problems/issues, new requests and technical capabilities.
Review and understand customers goals related to technology to establish and achieve their critical sales/applications targets goals.
Create, implement and sustain a customer centric support process.
Draft and maintain procedures and documentation for customer support.
To ensure compliance with customer SLAs, report monthly on customer support related KPIs.
Lead issue/problem resolution related to integrations, system outages, etc, providing internal and external updates as necessary.

Skills and Qualifications


Bachelor of Science Degree in Computer Science, Engineering, or related discipline.
3+ years of progressive experience in an IT Customer Success, Account Management, or Technical Sales role with the ability to interpret and understand internal and our customer’s business needs and work with IT peers to recommend and develop solutions.
Strong written and verbal communication skills enabling the exchange of complex/technical information with both internal and external business contacts.
The job requires a solid understanding of technological integrations with our customers to facilitate problem identification and resolution.
Bilingual, French & English, is a must.




Advantages
Hybrid role, in the office 2-3 times per week, location is Oakville. Bilingual is also a must

Responsibilities
Build and maintain strong relationships with National & Regional Sales to ensure a deep understanding of the technology goals, needs, and challenges of our lenders.
Act as a liaison between the Information Technology team, Sales/Business Development and our lenders for the development and implementation of new systems and enhancements of existing systems.
Ensure Sales and the VPs, Business Development are kept informed of technology strategy and that they are aware of all IT service offerings and options available for our clients.
Define and communicate with BDLs and lenders new services to support sales/customer technology integration needs.
Collaborate with Sales and customers with appropriate IT solutions to gain alignment between problems/issues, new requests and technical capabilities.
Review and understand customers goals related to technology to establish and achieve their critical sales/applications targets goals.
Create, implement and sustain a customer centric support process.
Draft and maintain procedures and documentation for customer support.
To ensure compliance with customer SLAs, report monthly on customer support related KPIs.
Lead issue/problem resolution related to integrations, system outages, etc, providing internal and external updates as necessary.

Qualifications
Bachelor of Science Degree in Computer Science, Engineering, or related discipline.
3+ years of progressive experience in an IT Customer Success, Account Management, or Technical Sales role with the ability to interpret and understand internal and our customer’s business needs and work with IT peers to recommend and develop solutions.
Strong written and verbal communication skills enabling the exchange of complex/technical information with both internal and external business contacts.
The job requires a solid understanding of technological integrations with our customers to facilitate problem identification and resolution.
Bilingual, French & English


Summary
Bilingual IT, Customer Success Lead

This role is required in the office 2-3 times per week. Location Oakville


Reporting to the Director, IT Operations, the IT, Customer Success Lead will play a key role partnering with the Sales and Business Development teams to represent IT to address technology services and solutions with our customers.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.