Client Services Coordinator Full-time Job

As a Client Services Coordinator you’ll work with our clients to successfully implement upgrades, customizations, and add-ons to our software products, supporting them through configuration, training, and rollout so they can make the most of their new tools.

You will own the delivery of paid client work from beginning to end, coordinating all activities and aiming at efficient delivery and a great customer experience. Working closely with clients and internal cross-functional teams, this role is responsible for ensuring open communication, timely delivery of the right work, and empowering the customer to make the most of our software.

On the Implementations Team, we collaborate with our customers to build lasting relationships and implement continuous improvements to their online presence and services. We guide our clients through implementations with the goal of understanding their needs and goals, and providing solutions to address them. We are committed to providing exceptional customer service, and work diligently to exceed our clients’ expectations. The Client Services Coordinator plays an important role in all of these objectives.

You will be your clients’ first point of contact during delivery. You’ll be an expert on internal processes relating to product rollout, what is important to your customers, and how our products can be used to meet their needs and help them achieve their goals. You will provide status updates, follow-up with internal and external stakeholders on upcoming or past-due tasks, and ensure that the delivery complies our ISO certified delivery process.

About you:

Your extraordinary attention to detail is how you make your mark. Communication, organization, and juggling priorities comes easily to you, and you thrive in a fast-paced environment. You enjoy working independently and being the owner of your own schedule. You’re a supportive and collaborative team member. You love to solve problems and learn new skills. 

What you’ll do:

• Lead clients through the onboarding process of our software products, aiming to meet standard timelines for key milestones so that we can recognize the revenue to hit our internal financial targets
• Support clients in making the best possible use of our software and services in their business, and help them see the value of our tools
• Prepare for and lead client meetings, take notes, and follow up on all action items
• Respond to emails and client inquiries in a timely manner
• Ensure all delivery work is completed in alignment with our ISO standards
• Follow up with clients and internal teams to ensure tasks are being completed on schedule, and to the required specifications
• Anticipate next steps in the delivery, and identify potential risks or challenges as tasks are completed or due dates missed
• Motivate clients and internal teams to achieve due dates and project goals
• Maintain complete ownership of your client’s service requests throughout their lifecycles 
• Be the voice of the client within our organization, to ensure we all understand what our clients’ needs are, what they expect from us and our products, how they feel about us and our products, etc. / Act as an internal champion of the goals, business needs, and pain points of our client base
• Troubleshoot to identify solutions or workarounds when needed to deliver on requirements or meet a client’s needs
• Coordinate with internal teams to identify answers to client inquiries
• Obtain final approval from clients on completed work and issue invoices from our financial system 
• Provide suggestions on new processes or process improvements and assist in execution
• Create and maintain internal documentation surrounding team processes and workflows

Your skills, experience and qualifications:

• College diploma or 2 years’ relevant work experience
• At least 1 year of customer service experience in any environment
• Personable, friendly, and approachable
• Tech savvy / power user: highly comfortable in the digital landscape and confident to learn-by-doing with new software
• Creative problem-solver, with a demonstrated ability to be resourceful in finding solutions and workarounds especially in a software context
• Personable and a strong communicator
• Proficiency with Microsoft Office applications (Word, Outlook, Excel, PowerPoint) in a work or business context
• Strong organizational and time management skills
• Strong prioritization skills and adaptability to shifting priorities
• Commitment to process improvement, effective problem solving and ability to think creatively

We won’t complain if you also have:

• Experience working with municipal and other public sector organizations in North America
• Experience working in a Software as a Service (SaaS) environment
• Proficiency in either Spanish or French languages
• Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
• Familiarity with the software development lifecycle and SaaS business operations
• Experience working with Jira, Confluence, HubSpot, or other digital task tracking tools

We are committed to solving the world's biggest challenges in the areas of water, energy and urbanization. GHD is a global professional services company that is a leader in engineering, construction and architectural expertise. Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals, yet we are proudly One GHD across more than 200 offices, spanning five continents Asia, Australia, Europe, North and South America, and the Pacific region. Delivering extraordinary social and economic outcomes, we are passionate about building lasting relationships with our partners and clients.