Service Experience Manager

Nucleus Software

Service Experience Manager at Nucleus Networks enhancing client success and leading technical support teams. Responsible for client relationships and service delivery in a hybrid work model.

Posted 6/1/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$70,000 - CA$80,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Manage a team 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, Client Satisfaction (CSAT), response/resolution times, and utilization.
Lead initiatives to improve service quality, standardization, and process adherence.

Requirements

What you’ll need

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

Comp & perks

An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
Hybrid Remote Environment
In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
Competitive Salary & Annual Vacation Time
Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
Birthdays off!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client onboardingservice desk operationsperformance feedbackkey performance indicatorsproblem-solvingstrategic thinkinghands-on execution

Soft Skills

communicationorganizationalself-motivatedleadershiprelationship building

Certifications

CompTIACiscoMicrosoft