Solutions Engineer at Absorb Software, blending technical skills with client - facing expertise in LMS. Engaging prospects and delivering tailored solutions for organizational learning needs.
About the role
- Client Solutions Manager overseeing Client Solutions team providing IT services for municipalities across North America and Canada. Leading quoting processes, team management, and client service excellence.
Responsibilities
- Develop, implement, effectively maintain, and continually update quoting processes, standards, guidelines, and procedures within the department.
- Ensure objectives are clear, progress is tracked, and results are reviewed regularly.
- Manage the quoting queue/backlog to meet or exceed SLO’s.
- Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
- Perform proactive issue trending and data reporting for the improvement of key metrics.
- Perform employee reviews, manage headcount, hiring and overall HR management for your department. Build a culture of continuous improvement via feedback, coaching and employee development.
- Communicate with all parties in a constructive manner to ensure client expectations are met or exceeded.
- Review and manage backlog of client quote requests to ensure services are being correctly scheduled and prioritized.
- Provide timely responses and guidance to client quote requests, either directly if needed or via your team.
- Perform client follow-up to verify final resolution and determine satisfaction level.
- Act as an escalation point for critical client issues, communicate, and manage communication with clients with collaboration across all departments.
- Assist Strategic Advisors and Client Relationship Managers with unique or unusual quoting requests.
- Continually monitor market trends to determine standard models.
- Continually monitor margins to ensure targets are being met.
- Oversee company’s quoting and proposal templates.
Requirements
- 5+ years relevant technical experience is required.
- 5+ years relevant management or leadership experience is required.
- Experience in IT hardware and software sales.
- Knowledge of domain and SSL management.
- Experience in IT service delivery and managing client expectations.
- Knowledge of ITIL standards and experience managing MS licensing.
- Knowledge of ConnectWise Manage and ConnectWise Sell.
- Ability to present information to senior management in a manner that is clear and concise.
- Strong interpersonal and communication skills with the ability to build effective working relationships.
- Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.
- Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances.
Benefits
- **Well-being & Support **- Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.
- **Grow with Us** – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.
- **People-First Culture** – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
- **Transparent Leadership** – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.
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