Directeur/Directrice, Succès Client
@ Softchoice

Toronto, ON
$120,000
On Site
Full Time
Posted 13 hours ago

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XXXXXXXXX XXXXXXXXX XXXXXX****** @softchoice.com
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Job Details

About Directeur/Directrice, Succès Client at Softchoice

Softchoice is a software solutions provider empowering businesses to be agile and innovative, and enabling employees to be motivated, connected, and creative. The company supports clients in their shift to cloud computing and in creating the workspace of tomorrow.

Role Overview

As the Directeur/Directrice, Succès Client, you will lead a team of client success managers dedicated to ensuring the successful adoption, expansion, and renewal of managed services in the workspace domain.

Key Responsibilities

  • Lead and mentor a team of client success managers.
  • Manage key performance indicators related to client success.
  • Resolve escalations and mitigate client retention risks using client feedback.
  • Leverage vendor funding programs and incentive measures to drive profitability.
  • Build and maintain strong relationships with internal and external stakeholders.
  • Collaborate on cross-functional projects to improve service delivery and process efficiencies.

Leadership & Commercial Insight

Develop deep understanding of Softchoice's strategy and collaborate with multiple teams to drive customer-centric service improvements and enable swift business outcomes.

Collaboration and Cross-Functional Engagement

Work alongside Sales, Technical Support, and Service Delivery teams as well as partners like Microsoft to provide consistent, high-quality service and informed, data-driven decisions.

Candidate Requirements

  • Bachelor's degree or equivalent experience.
  • Minimum 7 years in client relations or customer success roles.
  • Proven leadership and team development experience in multidisciplinary settings.
  • Experience with agile concepts, program management, and Microsoft licensing programs.
  • Proficiency in business analysis, dashboard creation, and reporting using tools like Excel, SharePoint, Power BI, or Power Automate.
  • Strong communication skills in both French and English.

Why You Will Enjoy Working at Softchoice

  • Collaborative environment with supportive and innovative colleagues.
  • High-performance culture driven by client and team success.
  • Flexible work schedules with telecommuting options.
  • Award-winning workplace culture recognized for 19 consecutive years.
  • Inclusive culture and competitive benefits from day one.

Key skills/competency

  • Leadership
  • Customer Success
  • Team Management
  • Client Retention
  • Strategic Thinking
  • Project Management
  • Data Analysis
  • Agile
  • Communication
  • Collaboration
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How to Get Hired at Softchoice

🎯 Tips for Getting Hired

  • Customize your resume: Highlight leadership and customer success expertise.
  • Research Softchoice: Understand their mission, culture, and strategies.
  • Prepare examples: Include examples of team management and process improvement.
  • Practice bilingual interviews: Demonstrate proficiency in French and English.

📝 Interview Preparation Advice

Technical Preparation

Review Excel and Power BI dashboard skills.
Study agile methodologies and project management.
Practice creating custom reports with SharePoint.
Familiarize with Microsoft licensing programs.

Behavioral Questions

Describe a time you resolved a team conflict.
Explain how you handled customer escalations.
Share an experience of cross-functional collaboration.
Discuss a situation where you improved a process.

Frequently Asked Questions