Bilingual Client Success & Systems Specialist

Be the voice that helps clients succeed. Be the expert behind the systems.

Are you passionate about customer service, technology, and helping people get the most out of digital tools? We're looking for a Bilingual Client Success & Systems Specialist to join our team and play a key role in supporting clients, driving user adoption, and ensuring an exceptional customer experience.

In this role, you'll combine  technical support, client training, relationship management, and system administration to help our customers successfully use our proprietary purchasing and management platforms. If you're a problem-solver who enjoys talking to clients, troubleshooting issues, and making a real impact, we'd love to hear from you.

Job Responsibilities

User Training & Support

• Provide first-level support to internal and external users.
• Troubleshoot and assess support requests, escalating issues when required.
• Deliver user training and technical support by phone, online, or in person.
• Send customer satisfaction surveys following user interactions.
• Create user guides, training documentation, and video tutorials using digital adoption tools or video-editing software.

System Maintenance

• Maintain database accuracy and integrity.
• Manage and update user and supplier profiles within the portal, purchasing platform, and CRM.
• Document inbound and outbound communications in the CRM system.
• Monitor and respond to inquiries received through the portal's contact channels.

Quality Assurance & Testing

• Collaborate with IT teams and external technology partners on system enhancements and integrations.
• Conduct user acceptance testing (UAT) for system upgrades and integrations.
• Verify and confirm resolution of reported system defects and issues.

Program Adoption & Client Success

• Partner with Account Managers to drive user adoption of company systems.
• Support contract compliance initiatives and promote best practices among clients.
• Identify opportunities to improve client engagement and platform utilization.

Field Engagement

• Participate in client presentations, events, demonstrations, and training sessions as required.

Measurement & Analysis

• Monitor user activity and adoption metrics.
• Analyze trends and identify opportunities for increased system usage.
• Provide recommendations to the Account Management team and follow up directly with clients when appropriate.

Qualifications

• Minimum three (3) years of IT help desk, specifically software application support and inside sales or customer service experience.
• Requires strong attention to detail to ensure database integrity.
• Requires strong critical thinking skills for clear, concise assessment of support issues and user requirements.
• Experience and demonstrated ability to diagnose & troubleshoot basic computer user & connectivity challenges.
• Strong communication skills, written and oral. For bilingual position, must be able to communicate effectively in both English and French.
• The successful candidate must possess a minimum of two (2)‐year college degree in a technology‐related program. A Bachelor’s degree is desirable but not required.
• Above average computer skills including Microsoft Office (MS excel) and internet.
• Working knowledge of video‐editing software (Camtasia) is an asset.

The successful candidate will have the following personal attributes:

• Experience and demonstrated ability to work effectively in a matrixed organization.
• Excellent oral and written communication and presentation skills, plus the ability to communicate with a wide range of people.
• Attention to detail and a passion for database management.
• Excellent customer service and client relationship skills.
• The ability to effectively manage others through informal influence.
• A natural leader with high energy and a sense of enthusiasm who can inspire and motivate others, thereby creating vision and commitment throughout the organization.
• A self‐starter, confident in his/her abilities, self‐motivated and able to work effectively with little supervision and also in a team environment.
• A high energy, results‐oriented individual who can make a difference; an individual who takes initiative, makes things happen, accepts accountability and has a “can do” attitude; has a sense of urgency.
• Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment.
• A strong value system, unquestioned integrity and good listening skills.
• Has perseverance and the ability to drive complicated projects to a successful conclusion.
• Ability to deal with ambiguity and effectively cope with change.
• Draws on diverse resources to make high quality decisions.
• Thrives on functioning independently with a minimum of supervision, and also in a team environment.
• Has the ability to motivate others who have no direct reporting relationship.