Customer success advisor

ITI is over 30 years of advising and making IT projects come to life for our clients. But above all we’re human IT experts who embrace our visionary side. We rethink IT to make a positive impact on companies, industries and the economy.

At ITI, we value new ideas and combining areas of expertise. We like intelligence in all its forms: technological, human, individual and collective. Working with us means having the opportunity to grow and develop IT in your own way, for yourself and the more than 2, 000 clients we serve across the world.

Join us in making IT more accessible

ITI is looking for a Customer Success Consultant to contribute to the evolution of our company. Although ITI has been in existence for over 30 years, we continue to evolve as an IT leader in Canada. There are still many strategic initiatives to achieve our ambitious vision. What could be more exciting?

We are looking for a Customer Success Consultant focused on customer relationship excellence to meet the company’s business objectives. The person will support the maintenance and development of customer relationships, with the goal of ensuring quality of service and development of the offering. You will report to the Vice President of Transformation and Services and will work directly with ITI’s business customers.

Your role at ITI

You will be responsible for:

• Develop Managed Services offerings and service sales;
• Ensure the business development of the service unit;
• Follow up on service offerings and ensure proper execution and quality;
• Follow up on the evolution of service contracts with clients and seize opportunities to develop business relationships as well as the service offer;
• Actively collaborate in the drafting of service offers and in responding to calls for tender;
• Develop an in-depth knowledge of the company’s various departments and support the account managers in their development;
• Hold ad hoc meetings with the client to support the evolution of the systems;
• Coordinate the delivery of partner service offerings in the accounts;
• Thoroughly document customer records;
• Ensure prospecting and development of the managed services practice and services;
• Provide customer feedback to adapt service offerings.

This position is for you if…

• You enjoy finding the best solution for your customers and ensuring quality;
• You want to maintain strong business relationships and pursue account development opportunities;
• You are passionate about your customer’s experience and want to act as a partner in their success;
• You want to actively contribute to the achievement of your department’s results.

What we’re looking for

Profile

• Have a minimum of 3 years experience in a similar role
• 5 years experience in a technical role within an IT work environment
• Have a good knowledge of information technology services
• College degree in computer science or other relevant field
• Fluency in English and French, both verbal and written (essential)
• Mastery of the Office suite

Human qualities

• Real sense of customer service +++
• Customer satisfaction oriented +++
• Interpersonal skills and persuasion ++
• Rigor and organization ++
• Strong communication skills +++

What we offer

Our honour code is to never take you for a number. We support our teams to take on challenges with agility. Each and every one of us has the latitude to move forward and get things done.

Concretely, this means:

• A work environment where transparency and honesty reign—where everyone enjoys autonomy and the trust and attention of their leaders;
• The possibility to work from home and work hours that are truly flexible;
• A group insurance plan that’s adaptable to your needs;
• A telehealth service, including 24/7 access to medical personnel to respond to your concerns;
• Personal days, to ensure you’re there for life’s important moments;
• Floating holidays, to help you take some time off in your busy life;
• Two types of pension funds, to plan for life after your career;
• Continuing education, to develop your skills and help you grow.

Our values

We believe how we do something is just as important as what we do.
We leverage our expertise, ethics, commitment and excellence to advise, collaborate and bring projects to life.

Our simple recruitment process

Simplifying things is in our DNA.

If your application is selected, you will be invited to an initial phone or virtual interview. If this interview is positive for both of us, the manager in charge of the position will continue the interview process with you. The final step is a technical interview to assess your skills.

All applications are treated as confidential.

We are ITI

We believe in blending styles and backgrounds. In the differences that push us to think differently. That’s why ITI promote an equal access employment and encourages women, ethnic and visible minorities, Indigenous persons and disabled persons to submit their application.

Want to transform IT with us?