Business Success Manager

Job Responsibility: Make your next move an expert one. At Colliers it's not our success that sets us apart, it's how we achieve it. Our people are passionate, take ownership and always do what's right for our clients, people and communities. Why Colliers? Our enterprising environment needs your expertise to facilitate Colliers' continued growth as an industry leader. Our nimble, decentralized culture can provide you with a wealth of opportunities to learn about our business and quickly gain experience to accelerate your career. Who you are: The Business Success Manager plays a pivotal role in supporting our Canadian business applications and ensuring the satisfaction of our users with our applications and IT services. The Business Success Team is responsible for collecting feedback on enhancements and defects, capturing demands for new applications and IT services from business leaders, and assessing potential shared demands across departments. The team also plays a vital role in change management and communications with the business, ensuring smooth adoption of new applications and addressing change management concerns proactively. What you bring:

• Bachelor's degree in Computer Science, Business, or a related field, or equivalent combination of education and professional work experience.
• Proven experience in a customer-facing technical/software support role.
• Strong knowledge of current releases and proficiency in Microsoft Office Suite.
• Excellent written, oral, interpersonal, and presentation skills.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and results-driven, capable of working independently and as part of a team.

Bonus skills and experience:

• Experience with Microsoft Dynamics CRM, Power BI, SharePoint, and MS Teams.
• Familiarity with general computer troubleshooting and debugging.
• Knowledge of training material creation in various formats (Word, PDF, Video).
• Experience logging support tickets in Service Now or a similar application.
• Familiarity with documenting bugs/defects in Azure DevOps or a similar application.
• Experience in software testing, creating test scripts, and leading user acceptance testing (UAT).
• Previous experience in business analysis or change management is advantageous.
• Knowledge of Agile processes and SQL would be beneficial.

What success looks like:

• Interact with users of our business applications, troubleshoot issues, and ad dress their concerns promptly and effectively using the rest of the IT Team.
• Maximize user adoption and engagement by onboarding new customers, providing training, and offering continued support for technology product offerings.
• Proactively identify potential change management issues and prepare strategies to address them during application rollouts.
• Ability to work with multiple business lines.
• Collaborate with business leaders to capture demands for new applications and IT services.
• Assess demands from different departments to identify potential shared interests and synergies.

• Leads change management activities during application launches and enhancements, ensuring seamless transitions and minimal disruptions for end-users.
• Proactively anticipates potential change management challenges and formulates strategies to mitigate them, promoting smooth adoption and integration of new applications.
• Collaborates closely with various business lines, acting as a liaison between the Business Success Team and other departments to facilitate effective communication and collaboration during times of change.
• Work closely with the Senior Manager and other team members to align with organizational goals and objectives.
• Gather feedback from users on applications and services to identify areas for improvement and drive continuous enhancement efforts.
• Build and maintain strong relationships with business leaders, IT teams, and end-users to understand their needs and challenges.
• Utilize various communication channels to engage with users and disseminate important information effectively.

#LI-ML1 Make your next move an expert one and join us as we lead the industry into the future. Direct applicants only please, no agencies. Colliers is an equal opportunity employer and values diversity in its workforce. Colliers encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation in order to participate in the recruitment process, please contact the recruitment team by email at View email address on ca.edajobs.com.