Location: MontrealHybrid (2+ days on site/week)About the role:The Client Experience Specialist reports to the Client Experience Manager and is responsible for organizing new client onboardings and supporting them through their journey to becoming raving fans of the company. They are responsible for answering client needs post sales and being a voice for the client to internal stakeholders to ensure the company continues to add tremendous value with our one-of-a-kind regulatory compliance management platform.About the company:The company is a regulatory technology (“RegTech”) company based in Montreal that empowers an organization’s leadership with an integrated solution enabling it to operationalize complex regulatory compliance requirements and thus, mitigate its risk of non-compliance. The company supports proactive organizations with a rigorous and highly effective framework. This results in relief for decision-makers, knowing that they are in control of their compliance program.Primary responsibilities and tasks:Organize the delivery of client onboarding program for new and existing clients.Serve as the first point of contact for client questions and inquiries, other than technical support.Help provide insightful technical answers and support clients to create a great user experience with the platform.Collaborate with technical support team to resolve client issues (through ticketing system or otherwise) to ensure a seamless experience and complete and permanent resolution.Act as a trusted advisor with main users to lead to referrals, renewals, and account expansion.Upsell and cross-sell additional product licenses and services to existing clients.Gather, share, and follow up on client feedback and comments with internal team.Document all client exchanges into CRM and as otherwise directed.Identify and report client referencing opportunities and build case studies.Support the Client Experience Manager, collaborate with Sales, Marketing, and other cross-functional departments to resolve client issues and help drive adoption, growth, and retention within existing accounts.Stay abreast of industry trends and competitor activity.Contribute to the continuous improvement of the Onboarding program based on client feedback.Monitor and track Onboarding program implementation progress with accountability for qualitative and quantitative key performance indicators.Maintain a weekly reporting cadence (and otherwise as needed) with the Client Experience Manager to maintain alignment on corporate objectives.Escalate challenges with client accounts to the Client Experience Manager as needed.The ideal candidate:Previous experience working for a start-up and is used to and comfortable wearing many hats.Values clear and transparent communication, feedback, and direction.High level of technical competence and the ability to convey value to a non-technical audience.Experience upselling/cross selling to existing clients in a previous role.Experience in communicating with and handling a sophisticated client base (lawyers, accountants, etc.)Peers describe you as resourceful, resilient, and proactive.Passionate and skilled at problem-solving and going to the source of matters to permanently and fully resolve issues.You possess a very high level of emotional intelligence.You have an analytical and process-focused mindset.Impeccable level of attention to detail.Experience building long-term positive relationships with clients.Qualifications:University degree.5+ years of client success experience at a technology company.Experienced in B2B SaaS, preferably in SMB and Mid-Market.Has a basic understanding of, or previous experience with regulatory compliance.Excellent communication and presentation skills. 10/10Fully bilingual. Must have a strong command of French and English, both written and spoken.Previous experience using a CRM platform (Salesforce.com/HubSpot)Has a high level of proficiency with Microsoft Suite of products.Experience using a client support ticketing system such as Zendesk or HubSpot.Has a high level of proficiency with cloud-based conferencing and collaboration software. (Zoom, Google Meet, MS Teams, etc.)

Account Manager II (Building Technology)

Honeywell, London, ON

Innovate to solve the world's most important challengesWe don’t just sell things. We offer solutions to tomorrow’s challenges. Our sales approach begins by identifying customer demands before they become challenges. We’re committed to delivering customer success through our comprehensive expertise in software and technology. We are looking for an Account Manager to manage all aspects of engagements with existing and new customers for our Honeywell Building Solutions organization in Southwestern Ontario. As an Account Manager for the Honeywell Building Solutions (HBS) organization, you’ll be responsible for developing and maintaining long-term relationships with both new and assigned customers in the Healthcare vertical market. Account Managers are expected to develop and sustain long-term customer relationships; network within the customer account and industry; facilitate resolution of all customer problems; serve as a central resource for communications with the customer. In addition to maintaining and growing relationships with existing customer base, Account Managers develop new customer relationships by calling on all levels of the customer’s organization including C-suite, engaging early in the customer buying process to discover customer needs HBS can fulfill and/or influence customer specification prior to bid. Maintain a balanced approach to superior customer service and related account planning; manage and build customer contacts, serve as the customer’s ambassador, trusted advisor, and advocate; analyze contracts, for assigned customers, to provide metrics necessary for customer retention; engage assigned customers, on a predetermined schedule, to identify customer needs and present relevant HBS offerings; promote additional HBS services and products. Key Responsibilities and Job Activities Plan, build and maintain relationships with customers in the healthcare market. Be an expert in the needs of healthcare customers. Work with operational teams to bring quick resolution to customer issues and challenges. Manage and log all selling activities through enterprise CRM software. Utilize network of peers and industry organizations to earn business from new customers. Perform account planning, including identifying customers key business driver and stakeholders. Learn, understand, and teach the products and technology that we to our building customers. Lead customers through their technological journey by understanding customer requirements and developing the appropriate Honeywell support team to address customer needs. Facilitate customer service contract renewals and increase influence and market share with existing customers. Maintain accurate sales forecast, using forecasting platform. Process and pursue leads delivered by demand generation and marketing teams. Work with your peers around the country to capitalize on trends and replicate success. Develop win/pricing strategy based on market and customer knowledge and gain buy in from leadership for your strategy Negotiate and Close Successful track record of consistently exceeding quota-carrying goals Travel, including overnight travel within Canada and occasional travel to the US will be required. YOU MUST HAVE Post-Secondary education in technical field3 years of sales experience in one or more of the following fields: Building Technology, Building Automation Systems (BAS), HVAC controls strategies, Access Control, CCTV, Fire Alarm,Valid driver’s licenseWE VALUE Post-secondary education. Degree or diploma in building sciences or demonstrated expertise in selling HVAC Controls, Fire, or Security solutions. Significant experience in: Managing key/strategic accounts using a consultative sales process Demonstrated ability: Influence at varying levels across the organization: Technical, financial, procurement, and V and C-suite. Handle multiple priorities and navigate in a highly matrixed environment. For selling new reoccurring maintenance, cyber security, or predictive analytics SaaS solutions. Demonstrated domain expertise within healthcare (hospital and long-term care) Experience working with SFDC or any CRM platform. A record of consistently exceeding your sales quota. Excellent communication skills. Demonstrated basic business acumen - ability to connect business needs to the products or service you sell. Working knowledge of Microsoft Word, Excel, and PowerPoint. Strong work ethic, motivated to succeed, ability to work independently, and in a team selling environment. Local engagement in industry-specific organizations. Additional InformationJOB ID: HRD218130Category: SalesLocation: 130 Dufferin Avenue, Suite 1001,London,Ontario,N6A 5R2,CanadaExempt