Lead, Client - Alberta or British Columbia

Job Description

Job Title:

Lead, Client Experience

Job Location:

Remote:
Must be located in Alberta or British Columbia Compensation The position is a full time, salaried position.

Compensation is expected to be between $90,000 - $115,000 commensurate with skills, experience, and abilities.

Company Profile IX Solutions is your trusted IT partner, connecting people with technology tailored to meet their business needs.

We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes.

IX Solutions exists to create long-term relationships with passionate people, clients and employees, achieving exceptional business solutions.

We go the extra mile to deliver a positive customer experience and deliver trusted solutions that are flexible to meet client business needs.

Founded in 2018, our company supports clients across Western Canada from remote offices in Calgary, Vancouver and the BC Interior.

Position Summary The Lead, Client Experience understands the challenges clients consistently face and collaborates with client stakeholders and other IX Solutions employees to make well-informed recommendations and resolve technical issues proactively and reactively.

As a leader within the Client Experience team, the Lead, Client Experience drives successful outcomes for core clients while providing day-to-day leadership, mentorship, and escalation support to the team.

This role sets the standard for collaboration, accountability, and client experience by removing roadblocks, guiding priorities, and helping team members and technical resources succeed across all client support phases.

The incumbent strengthens stakeholder relationships, supports continuous improvement, and champions a culture focused on trusted delivery, team development, and client success.

The position reports to the Manager, Client Experience.

The position works 40 hours per week, with business hours being 8:00am to 5:00pm Pacific Time/Mountain Time, Monday to Friday.

There is a requirement for after-hours work including scheduled afterhours support rotation, time sensitive client requests, and project work.

Balancing multiple priorities with deadlines is a requirement.

What You’ll Do Here Deliver exceptional IT support and technical delivery services to a broad range of clients.

Grow and nurture strong client relationships.

Manage and maintain technology solutions built on Microsoft Azure cloud services.

Manage and maintain Microsoft 365 productivity and security solutions.

Manage and maintain Hyper-V and VMware virtualization solutions.

Support Microsoft Windows Server environments.

Manage and maintain server, storage, and backup solutions.

Manage and maintain network and network security solutions.

Manage and maintain Microsoft Defender, Windows, Entra, and related security solutions.

Triage issues based on criticality.

Serve as a lead for multiple clients, building and maintaining strong relationships with key stakeholders and executives to ensure alignment with business outcomes.

Provide in-depth technical leadership and knowledge sharing to other team members.

Monitor our ticketing system, support call queue and participate in our afterhours schedule.

Review managed services reporting received from technical teams, polishing and updating as necessary before sending to clients.

Advocate for clients in resolving managed services issues, ensuring well-informed recommendations are sent to clients.

Coordination of change requests, outage requests, and scheduling of required changes as a result of managed services findings.

Provide technical teams with client-specific context in delivery of managed services.

Coordinate with the Project Delivery team when new client work is signed or for discussions on unsigned efforts, pre-sales, and unscoped projects.

Attend project kick-offs and other relevant client-facing calls.

Coordinate with the Account Executive team, engaging in pre-sales activities and meetings with AEs, and contributions to their proposals.

Coordinate with relevant teams to complete SOW/Service Agreement time estimates, task breakdowns, and procurement estimates, ensuring overall…