Service Experience Manager
Nucleus Software
full-time
Posted on:
Location Type: Hybrid
Location: Vancouver • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$80,000 - CA$85,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
- Lead client onboarding and ensure seamless go-live experience.
- Proactively identify client needs and recommend solutions aligned with business goals.
- Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
- Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
- Manage a pod of technicians, providing coaching, mentorship, and performance feedback.
- Act as the technical escalation point for the team and ensure timely resolution of client issues.
- Monitor and report on key performance indicators (KPIs) such as ticket closures, CSAT, response/resolution times, and utilization.
- Collaborate with internal departments to align service delivery with client expectations and internal standards.
- Conduct regular one-on-ones, performance reviews, and support employee development plans.
- Lead initiatives to improve service quality, standardization, and process adherence.
- Participate in cross-functional meetings to align on client experience, retention strategies, and revenue generation.
- Maintain accurate documentation on platforms such as ITGlue and ConnectWise PSA.
- Support continuous improvement through feedback loops, training, and internal collaboration.
- Perform quality assurance (QA) on support tickets and project documentation, offering constructive feedback and coaching as needed.
Requirements
- 5+ years in client-facing roles within a managed services or IT environment.
- Proven leadership experience managing technical teams.
- Self-motivated with the ability to work in a fast-moving environment.
- Strong communication, problem-solving, and organizational skills.
- Ability to balance strategic thinking with hands-on execution.
- Familiarity with ITIL, service desk operations, and client success methodologies.
- Industry certifications (CompTIA, Cisco, Microsoft) are preferred.
- Bilingual (English/French) is an asset.
Benefits
- Health Spending Account
- RRSP Matching program
- Birthdays off!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client onboardingtechnical escalationperformance feedbackquality assuranceKPI monitoringservice desk operationsprocess adherencedocumentationproblem-solvingstrategic thinking
Soft skills
relationship buildingcoachingmentorshipcommunicationorganizational skillsself-motivatedfast-paced environmentcollaborationemployee developmentconstructive feedback
Certifications
CompTIACiscoMicrosoft