We believe great service begins with great people! If you take pride in working collaboratively and delivering excellent customer service, you’ll feel right at home with ABM! As a trusted Managed Service Provider with a nationwide Field Services presence, we’re united by a commitment to integrity, customer focus, and driving tangible results for our customers. If this sounds like you, we invite you to apply to join our team where working together means building better outcomes for the customers who rely on us every day.
Overview
The Customer Success & Operations Lead is responsible for driving customer satisfaction, retention, and growth while supporting operational excellence across ABM. This role serves as a key liaison between customers, Sales, Project Delivery, Managed Services, and internal operations teams to ensure a seamless customer experience and efficient business process.
The successful candidate will combine relationship management, business development, operational support, and technology enablement to support ABM’s strategic objectives. This role is ideal for a proactive and solutions-oriented professional who can balance customer-facing responsibilities with process improvement and business operations initiatives.
Responsibilities
Customer Success & New Business Development:
- Build and maintain strong relationships with customers, acting as a trusted advisor and primary point of contact.
- Conduct regular customer account reviews and business assessments to identify risks and opportunities.
- Support customer onboarding, adoption, retention, and growth.
- Identify and pursue opportunities for customer growth through upselling, cross-selling, and solution expansion.
- Monitor and report on Customer Success metrics including retention, churn, CSAT, and account growth.
- Identify, develop, and pursue new business opportunities by utilizing prospecting activities and strategic outreach.
- Conduct introductory meetings, presentations, and solution discussions with prospective customers.
- Represent ABM at customer meetings, industry events, and networking opportunities as required.
Business Operations Support:
- Support the IT Operations Manager in executing strategic and operational initiatives.
- Assist with the development, documentation, and continuous improvement of business processes and SOP’s.
- Coordinate and support cross-functional projects to improve operational efficiency and service delivery.
- Assist with organizational planning, project tracking, and implementation of operational initiatives.
Technology & Program/System Administration:
- Support the administration and optimization of CRM’s, customer success, and business management systems.
- Assist with system implementations, upgrades, integrations, and user adoption initiatives.
- Develop and maintain reports, dashboards, and KPI’s to support ABM business objectives.
- Collaborate with stakeholders to identify and implement automation opportunities and technology-driven process improvements.
Qualifications:
- Bachelor’s degree in Business Administration, or an equivalent combination of education and experience.
- 5 to 7 years of experience in the technology sector holding a role in customer success, account management, business operations, or a related field.
- Demonstrated ability to build and maintain strong customer relationships.
- Experience identifying and pursuing account growth opportunities.
- Strong business acumen, communication, presentation, and interpersonal skills.
- Excellent organizational, analytical, and problem-solving skills.
- Ability to manage multiple competing priorities in a fast-paced environment.
Meaningful Benefits:
You’ll work alongside supportive and skilled teammates who take pride in delivering dependable technology solutions and exceptional customer service. We offer all employees the room to learn, advance, and contribute to the systems that our customers rely on every day. At the end of each day, you’ll know your work made a measurable difference for the customers and local communities we serve!
Our benefits include:
- Comprehensive Health, Dental, & Vision Plan – also including life insurance, long-term disability insurance, accidental death and/or dismemberment insurance.
- 24/7 Virtual Healthcare & Mental Health Support – at no additional cost through our group benefit plan.
- Employee & Family Assistance Plan – with resources available at no additional cost through our group benefit plan.
- RPP Matching Program – up to 5.5% employer matching.
- Vacation accrual starts on Day 1
- Employee Rewards & Saving Program – access to savings on thousands of unique vendor perks and discounts.
- Professional Development & Training Programs – to support each employees continuous growth.
- Employee Recognition Programs – that celebrate safety, service excellence, and outstanding contributions to our goals.
About Us:
ABM Integrated Solutions, headquartered in Dartmouth, Nova Scotia, is a nationally recognized technology company delivering end-to-end managed services and dependable field support to organizations across Canada and the United States. We combine the agility of a full-scale MSP with the reliability of a coast-to-coast Field Services operation, ensuring our customers receive fast, consistent, and high-quality technical support wherever they may do business.
ABM is part of the Atlantic Corporation Limited (ACL) family of companies. ACL’s diverse portfolio includes organizations operating in senior’s living spaces, national transportation and logistics, fuel hauling, real estate, and storage services. This broad corporate ecosystem gives ABM a stable foundation, cross-industry insight, and the ability to support customers whose technology requirements extend across multiple different environments; from retail locations, to distribution centers, to enterprise offices.
Within ABM, our service offerings span a broad range of capabilities, including:
- Managed IT Services: comprehensive monitoring, IT Service Desk, endpoint management, cloud services, Cybersecurity support, technology lifecycle management, and more.
- National Field Services: reliable onsite technical support delivered by a skilled network of Field Service Technicians across North America.
- POS (Point-of-Sale) Services: deployment, maintenance, and support for POS payment solutions, retail systems, and multi-site coordination.
- Project & Deployment Services: large-scale rollouts, technology refreshes, infrastructure implementations, and more!
AI Disclosure:
ABM is NOT using any Artificial Intelligence to screen, review, or select candidates. A human being is reviewing all resumes and applications submitted for this position.
Pay: From $65,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program
Work Location: In person
