Client Experience Specialist (CES)

SysGen Solutions Group is a fast-growing, award-winning company that believes building the best experience for our employees and clients is what makes a company great. We are a group of hard-working, friendly people focused on disrupting the I.T. industry by continually elevating the I.T. experience.

Are you intrigued by the opportunity to take clients on a digital transformation journey? As a Client Experience Specialist, you thrive at creating a harmonious journey from where a client is to where they want to be. Your ability to forge long-term, trusting relationships with clients creates a bridge where excellence is achieved. Join SysGen to help SMBs thrive in a rapidly changing world.

Client Executive Specialists at SysGen are the consultative element of our sales team. You are the glue connecting our clients with SysGen services and teams. You'll help clients improve their business by proposing technology solutions that help achieve their business goals and objectives. You'll develop and grow sales through long-term relationships and trust with some of Edmonton's most prominent organizations.

Life at SysGen Solutions - Perks & Benefits – What's in it for you?

• Professional Training: Paid-for courses to meet your career development goals.
• Distinctive Compensation Program: The base salary and variable compensation program give you the ability to drive your annual income.
• Culture of Health & Wellness: We believe that work-life balance is important – when you have time to refresh with family and friends you are more energized and engaged in everything you do.
• Diversity & Inclusion: Collaboration & Relationships are two of our Guiding Principles because we know the energy and ideas that are generated when diverse experiences and talent work together toward solutions.
• President's Club for ALL Employees: SysGen recognizes employees from every department who go above and beyond with an all-expenses-paid trip to a fun destination. Last time it was Mexico!
• Unique Double Dip Program: Double your vacation time with a payout option at the end of the year!
• Group Benefits Plan: A comprehensive plan to cover the needs of you and your family.
• Award-Winning Culture: We invest in our people and drive innovation. Here are some of our awards:
  • Canada's Top 100 Small & Medium Employers(2018, 2019, 2021, 2022)
  • Alberta's Top 75 Employers (2017, 2018, 2022)
  • Canada's Top Growing Companies by The Globe and Mail(2019 & 2021, 2022)
  • CDN Top 100 and CRN MSP 500awards (2015-2021)
  • Top Managed Services Provider by Channel Futures(2022, 2023)
    

Key Responsibilities:

• Manage a portfolio of diverse Clients to ensure the highest level of customer satisfaction, emphasizing that we are a customer service company first, with IT as the means to support their business success
• Coordinate, deliver and present regular Business Reviews for SysGen Managed Services clients focusing on risks and explaining how these risks impact the Client's operations in simple to understand terms.
• Contact and elicit feedback from Time and Material (T&M) clients and act as a liaison between the client and the SysGen community
• Work with your Clients and stakeholders to understand their business needs, challenges, and the role technology can play in helping them achieve their business goals
• Uncover potential upsell and cross-sell opportunities during client interactions and Business Reviews, focusing on enhancing client IT capabilities.
• Collaborate with SysGen IT Managers to assist Clients in maintaining their IT budgets & budgets, propose new solutions, identify trends, and educate on products and services that can add value to their operations, ensuring they understand the potential impact and benefits
• Deliver Client feedback to SysGen service teams and give voice to what needs to be done to resolving client issues and ensure client satisfaction
• Build strong meaningful relationships both with Clients and SysGen internal operations
• Foster open and honest communication with all stakeholders and colleague
• Maintain quality service through best practices and by following SysGen's 8 Guiding Principles

Requirements:

• Degree or Diploma in Business Administration, Commerce, or Information Management
• Experience in a sales and account management
• Strong interpersonal skills and the ability to drive results
• Strong consulting and negotiating skills
• Proven ability to develop strong relationships with clients and operations
• Exhibit a passion and drive to understand Client needs
• Highly collaborative with the ability to communicate effectively with colleagues to create quotes and proposals
• Problem solving
• Demonstrate superior time management skills
• Ability to confidently communicate and present to C-suite
• Proficient in tools such as Office 365, sales platforms, and social media
• Light travel to Calgary and Interior BC may be required

SysGen employees are guided by our 8 Guiding Principles:

Collaboration Communication

Consistency Expectations

Innovation Integrity

Relationships Responsibility

SysGen follows the principles of equal opportunity, diversity, and inclusiveness regarding our hiring and promotion procedures.