Client Success & Tech Delivery Lead - Hybrid

Nucleus Networks Inc.; Vancouver; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid Remote Environment

Competitive Salary

Comprehensive Benefits

RRSP Matching program

Birthdays off

Job summary

Nucleus Networks Inc. is seeking a Service Experience Manager (SEM), a hybrid leadership role bridging client success and technical service delivery.

The SEM is the primary relationship manager for assigned clients and leads a technical team to deliver high-quality, timely support. This role can be located in or around Vancouver, BC, Calgary, AB, or Toronto, ON, with periodic on-site visits to client locations.

Qualifications

• 5+ years in client-facing roles within a managed services or IT environment.
• Proven leadership experience managing technical teams.
• Self-motivated with the ability to work in a fast-moving environment.
• Strong communication, problem-solving, and organizational skills.
• Ability to balance strategic thinking with hands-on execution.
• Familiarity with ITIL, service desk operations, and client success methodologies.
• Industry certifications (CompTIA, Cisco, Microsoft) are preferred.
• Bilingual (English/French) is an asset.

Responsibilities

• Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
• Lead client onboarding and ensure seamless go-live experience.
• Proactively identify client needs and recommend solutions aligned with business goals.
• Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
• Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.

Skills

Client relationship mgmt

Leadership

Communication

Problem solving

ITIL knowledge

Bilingual English/French

Tools

ITGlue

ConnectWise

Job description

Nucleus Networks Inc. is seeking a Service Experience Manager (SEM), a hybrid leadership role bridging client success and technical service delivery.

The SEM is the primary relationship manager for assigned clients and leads a technical team to deliver high-quality, timely support. This role can be located in or around Vancouver, BC, Calgary, AB, or Toronto, ON, with periodic on-site visits to client locations.