Are you passionate about helping people utilize innovative cutting edge technology to get the job done? Would you like to influence the optimization of collaborative tools across a large financial firm? Do you enjoy creating connections with various stakeholders across an organization, building strong relationships with internal teams?
If so, this is an exciting opportunity for you!
The Technology department is responsible for developing technology solutions that contribute to the achievement of BCI’s mission and long-term goals. The department manages the Corporation’s business applications and information technology infrastructure, providing support to a large group of financial professionals. The department is also responsible for authoring technology-related directives and conducting disaster recovery planning to minimize risk to the Corporation’s delivery of investment services.
Reporting to the Manager, Business Advisory Services, the Client Success Specialist is a member of the Digital Workplace team and is responsible for the strategies, plans, and approaches that drive the adoption of productivity and collaboration platforms across the organization. You are passionate about learning new technologies, and you are an enthusiastic product specialist playing a vital role in the successful rollout cloud-based productivity platforms. The Client Success Specialist collaborates and communicates with technical and non-technical teams to drive client value, and directly contributes to the creation of an empowered, modern, and connected workforce.
Bachelor’s degree, diploma or an equivalent combination of education and experience
A minimum of 5 years of experience providing services to clients in a service provider or project management environment, or in a customer-facing role in a business change capacity
A minimum of 2 years of experience supporting clients on the use of technology products
Expert-level interpersonal skills in customer service and communications (verbal and written) including the ability to design and lead meetings in-person and remotely
Excellent collaboration skills and experience working with technical and non-technical teams and audiences in a fast-paced corporate environment
Experience with Microsoft and other cloud technology platforms such as SharePoint Online, OneDrive, Active Directory, Microsoft Azure, M365, Dynamics 365 and Power Apps
Experience with integrating change management methodologies into a broader rollout of digital transformation
Knowledge of Agile project delivery frameworks
Collaborates with teams within the Technology Department and with stakeholders across the organization to understand the objectives, needs, and issues of Technology clients
Champions collaboration and productivity platforms and tools with a focus on Microsoft and cloud technology platforms including SharePoint Online, OneDrive for Business, Office365, Power Apps, and others
Identifies optimal client experiences and common challenges with collaboration and productivity platforms and tools, and develops the strategies and plans necessary to address them
Drives client adoption and success with collaboration and productivity platforms and tools through multiple tactics including client engagement, training, coaching, and advocacy
Enables clients to discover new ways to gain greater value from productivity and collaboration platforms and tools throughout the product life cycle
Proactively supports clients to improve their technical agility and confidence, and solve for simple and common issues and needs independently or by accessing self-service
Continually digests and synthesizes information relating to new product features and translates that information for clients to help them stay ahead of the curve of deployed changes
Gathers, captures, and communicates feedback from clients and collaborates with product analysts, product owners, and/or management to apply the feedback to improve solutions
Creates and manages detailed documentation for collaboration and productivity platforms, tools, communications, campaigns, and presentations
Acts as a community leader across BCI and proactively creates engaging opportunities to share skills, knowledge, and best practices with others; encouraging and inspiring others to do the same
Presents work products to internal and external stakeholders, reviews the work of other teams, and provides feedback in an open, respectful, and constructive manner
Undertakes special projects or assignments as required
Performs other related duties as required
Effective performers continuously seek new knowledge. They are curious and want to know “why”. They learn quickly and use new information effectively. They create and foster a culture of interest, curiosity, and learning.
Effective performers establish and proactively maintain a broad network of relationships (e.g. colleagues, co-workers, vendors, suppliers, etc.). They value these relationships and work effectively across the organization by maintaining positive working relationships with peers and others.
Effective performers possess a high inner work standard and shows pride in their work. They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.
Effective performers are skilled at directing, persuading, and motivating others. They are able to flex their style to direct, collaborate, or empower as the situation requires. They have established a personal power base built on mutual trust, fairness, and honesty.
Organization & Planning
Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated effectively.
Effective performers maintain appropriate focus on outcomes and accomplishments. They are motivated by achievement, and persist until the goal is reached. They convey a sense of urgency to make things happen. They respect the need to balance short- and long-term goals. They are driven by a need for closure.
Effective performers clearly and articulately convey technical and other information both orally and in writing to others in a manner appropriate to the listener. They write clearly, accurately and concisely, composing project, technical and other required documentation as required.
Effective performers are adaptable. They embrace needed change and modify their behaviour when appropriate to achieve organizational objectives. They are effective in the face of ambiguity. They understand and use change management techniques to help ensure smooth transitions.
At BCI, the health and safety of our people is a top priority. That is why all offers of employment in Canada are contingent on the candidate being fully vaccinated against COVID-19. Individuals with medical issues or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an accommodation to this requirement.