Client Relations Manager - Bilingual

February 7

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CMiC

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CMiC is a global leader in next-generation Construction ERP software, serving general contractors, sub-contractors, and heavy-highway firms. Their software platform integrates a comprehensive suite of applications for construction financials, project management, workflow analytics, and document management. CMiC caters to the business needs of its clients with services such as project visibility, accurate forecasting, and scalable construction management. With a strong emphasis on driving financial growth and enhancing project delivery, CMiC is utilized by a significant portion of large contractors. Their robust construction management solution aims to optimize productivity, minimize risk, and drive growth by managing financials, projects, resources, and content from a single database platform.

Construction Software • Capital Project Software • Software Support Services • Project Management Software • ERP

201 - 500 employees

☁️ SaaS

📋 Description

• Job Overview: • As a CMiC "Client Relations Manager" within our Support department, you will be the first point of contact to serve assigned clients’ technical support needs. • You shall act as the liaison between the clients and the internal teams (programmers, managers, etc.) to ensure the timely and successful delivery of solutions according to customers’ needs. • Since no two problems are the same, we are looking for someone that can tailor a unique solution to suit client requirements while ensuring a quality client experience that is delivered promptly and transparently. • Key Responsibilities: • Manage day-to-day critical issues and share progress on issue resolution with both clients and internal support members. • Coordinate and participate on regular scheduled conference calls with clients. This includes: • Providing updates on outstanding issues. • Identify and prioritize key issues. • Discuss and coordinate upgrade and patch paths as well as any new product inquiries. • Coordinate support team efforts when ranking client priorities. • Regularly review client comments on ticket/issue notes. • Participate in weekly meetings with Product Leads to review client issues and priorities. • Maintain business partner and contact information. Assist in the creation and maintenance of internal customer service portal access for users. • Observe issues on the ticketing system while escalating and coordinating outstanding key support issues promptly. • Build and maintain strong and long-lasting business relationships.

🎯 Requirements

• French Language certification is required • Preference given to those residing in Quebec • College/University Degree – preferably in Business, Commerce, Computer Science. • Knowledge of case ticketing system. • Ability to troubleshoot and resolve conflicts. • Solid ability to facilitate written and verbal communication between team members, Product Groups and clients. • Exceptional analytical and problem-solving skills. • Ability to grasp new concepts and learn quickly. • Extremely detail oriented with the ability to manage and prioritize workflow. • Good organizational and time management skills. • Proactive with the ability to meet tight deadlines and operate in a high-paced environment. • Team-player, strong work ethic and a positive attitude. • Previous industry experience with Construction, Tech Support or Customer Service exposure is an asset. • Professional Services and/or Information Technology is preferred

🏖️ Benefits

• Competitive benefits Package (including Health & Dental benefits) • Paid vacation and personal days • Townhall meetings where all employees are encouraged to participate in open discussions • Outdoor lunch space, including picnic tables • An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more) • Health and Wellness focus including virtual yoga classes and wellness webinars • RRSP Matching Program after 2 years of employment • Experience in a rapidly growing, socially responsible corporation