Contract & Customer Success Manager Job Details | Endress+Hauser

Endress+Hauser; Edmonton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A global leader in measurement instrumentation is seeking a Contract & Customer Success Manager in Edmonton, Canada. You will ensure the smooth onboarding and execution of service contracts while driving customer satisfaction and operational quality. Candidates must have an engineering degree, be bilingual in French and English, and possess excellent communication skills. This role offers flexible working hours and opportunities for continuous learning.

Benefits

Flexible working hours

Hybrid remote work opportunities

Comprehensive company pension scheme

Access to health offers

On-site amenities including a fitness centre

Qualifications

• Demonstrated experience in the technical field or related experience.
• Ability to handle high volume workload and work under pressure.

Responsibilities

• Ensure Service Level Agreements (SLA) are met.
• Negotiate sub-contract orders and monitor subcontractors.
• Manage customer expectations during service contracts.

Skills

Bilingual in French and English

Excellent communication skills

Ability to build strong customer relationships

Strategic thinking

Attention to detail

Education

Any type of Engineering degree or technical diploma

Job description

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17.000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.

Endress+Hauser Canada was founded on May 1st, 1990. The company's main office is in Burlington, Ontario and additional offices are in Montreal, Quebec, Calgary & Edmonton, Alberta. Our Channel Partners and Authorized Service Partners provide coverage and support across Canada.

We are seeking a Contract & Customer Success Manager to join our team and take a leading role in ensuring the smooth onboarding and execution of our service and maintenance agreements. In this customer-facing role, you’ll be instrumental in driving service quality, operational consistency, and long-term client satisfaction.

This position sits within our Service Department, where we prioritize excellence in delivery and continuous improvement. As a Contract & Customer Success Manager, you’ll collaborate closely with internal teams and customers to uphold contractual commitments, implement effective procedures, and meet key performance indicators—making a lasting impact on our service standards and customer relationships.

What is the role about?

Do you thrive in building strong customer relationships? As a Contract & Customer Success Manager, you’ll be the trusted link between our service teams and our clients, ensuring every agreement delivers on its promise.

Are you passionate about service excellence? You’ll lead the onboarding and execution of service contracts, driving performance against KPIs and championing continuous improvement across departments.

Do you enjoy turning complexity into clarity? From coordinating resources to managing expectations, your work will shape the customer’s experience and ensure our service commitments are met with precision and care.

Which tasks will you perform?

• Ensure Service Level Agreements (SLA) are executed within a defined scope and budget and that customer expectations are met
• Enable customers to move from low use to higher adoption, expansion and renewal rates to provide best value for customers
• Ensure that both E+H and customer resources are clear about tasks and responsibilities
• Activities to ensure clarity of tasks can include reviewing the SLA and the work package and scope, managing defined performance indicators and continuous improvement, lead periodic SLA review meetings and managing customer expectations
• Ensure signed contracts are communicated to relevant parties to provide visibility and awareness
• Handles ongoing issues and change management
• Ensures contract close-out, extension or renewal
• Will require negotiating sub-contract orders and monitoring sub-contractors, planning critical dates, or working with the client’s planners.

What do we expect from you?

• Any type of Engineering degree or technical diploma or certification with a demonstrated experience in technical field or related experience
• Bilingual in French and English a requirement
• Ability to travel to site as needed, safety gear may be required
• Ability to think strategically and practice mutual influence
• Establish strong working relationships with others and use own initiative to make decisions
• Previous work experience in contracts
• Excellent communication skills and attention to detail
• Able to handle high volume workload and work under pressure

What can you expect from us?

• We are a family-owned, highly committed company with a sustainable vision.
• We promote lifelong learning with versatile training and further education opportunities, internal knowledge transfer and e-learning.
• We prioritize Work-Life Balance, offering flexible working hours and hybrid remote work opportunities to support our employees in maintaining a healthy balance.
• We are committed to Eco-Friendly Initiatives, actively participating in EcoVadis to promote sustainable and responsible business practices.
• We provide On-Site Amenities in our Burlington office such as our fitness centre, multi faith room and wellness room.
• We ensure our employees work in State-of-the-Art Facilities equipped with ergonomic workstations to enhance productivity and comfort.
• We prioritize Employee Well-Being by offering a comprehensive company pension scheme and access to health offers that support our employees' overall wellness.
• We encourage Continuous Learning through language courses offered to our employees, promoting personal and professional development within our organization.

How do you apply?

To apply we kindly ask you to upload your documents on our career page. Applications sent to us by E-Mail cannot be considered due to Data Privacy Considerations.

Agencies, HR service providers, or similar entities are kindly requested to refrain from unsolicited submission of profiles and inquiries regarding potential collaboration. Any unsolicited applications will be disregarded and deleted without further consideration. We appreciate your understanding.

Endress+Hauser Canada is an Equal Opportunity Employer and does not allow discrimination or harassment of any kind. All applicants and employees will be considered without attention to race, creed, ethnic origin, sex, age, sexual orientation, disability, family status, or any other status protected in Canada. Decisions will be made based on business needs and qualifications for the role. If you require reasonable accommodations during the interview process, please let us know.