Change Manager (Process & Adoption)
RouteThis is a region of Waterloo success story whose time has come to level up and we’re on a mission to help companies intelligently automate their support teams.
If you’ve had to call tech support, and been frustrated by long queues, unhelpful agents or unresolved issues, you know the pain RouteThis addresses. Our products are changing the tech support world with mobile and self diagnostics solutions at the center and we are looking for amazing talent to join us and build products to revolutionize this $15 billion dollar industry.
Reporting into the Director, Customer Experience our ideal candidate is an experienced someone who cares deeply about providing the best possible customer onboarding experience and knows what it takes to drive insanely high adoption. This person is motivated by the challenge and loves delighting customers with innovative training and adoption solutions.
You will be well supported as you hone your craft with supportive leadership, meaningful projects to stretch your skills, and the opportunity to be elevated by a motivated and talented team who will collaborate with you along the way!
Ensure classroom training sessions are developed, deployed, and completed customer by customer. Depending on the customer this could include developing and delivering training, or it could include deploying a train the trainer model.
Build relationships with customer staff and management in order to influence change
Identify issues preventing a team from successfully adopting the RouteThis solution and work to implement a solution
Work with key internal stakeholder to ensure customer commitments are delivered to expectation and on schedule Work to create a repeatable process & adoption strategy and approach within RouteThis
Experience delivering training remotely and in-person, ideally in a B2B, SaaS organization
Able to build e-learning courses using Articulate 360
Experience deploying change management strategies beyond training – such as stakeholder engagement, communications, resistance management mitigation, etc.
Tenacity and accountability – someone who can see an issue through to completion even when there are roadblocks or resisters in the way
Bonus points for experience building training courses in Moodle
Do you feel like you’re able to tackle this role? Show us what you’ve got! We absolutely don’t expect applicants to check off every box for any of our positions and welcome you to apply if you feel like you are an excellent fit.
If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!
Growth: As a rapidly growing company, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career.
Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.
Fun: Monthly team social events, catered team lunches and happy hours are all part of our culture. We never forget that work should also be fun.
Perks & Benefits: We offer competitive salaries, flexible work arrangements, and a comprehensive benefits package.
Location: Located in downtown Kitchener, near the LRT and transit hub, RouteThis has a prime work location and offers hybrid work options.
Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted.
RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.