Director of Professional Services - Hybrid

ISAAC Instruments; Saint-Bruno; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading technology company in Canada is seeking a Director of Professional Services to enhance client experiences through effective training and continuous improvement. The role requires expertise in managing technical documentation and cross-functional teams while fostering a culture of collaboration and service excellence. Ideal candidates will have a relevant degree and extensive experience in operations and customer success management, along with proficiency in both French and English.

Benefits

Varied career opportunities

Stimulating work environment

Competitive salaries

4 weeks of vacation

Group insurance plan

Flexible hours

Social activities and free snacks

Qualifications

• 5 years of experience in operations management and customer experience/success.
• Mastery of methodologies in training, documentation, technical support.
• Knowledge of content management and project management systems.

Responsibilities

• Oversee the design, delivery, and quality of training for clients.
• Lead continuous improvement and innovation.
• Manage the Documentation team for technical documentation.

Skills

Experience in managing interdisciplinary teams

Client orientation

Professional proficiency in French

Professional proficiency in English

Ability to communicate with stakeholders

Organizational skills

Education

University degree in management, technology, or related field

Tools

Microsoft 365

Salesforce

Schoox

Wrike

Job description

Company Description

ISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly. For more information, visit www.isaacinstruments.com.

Job Description

The Director of Professional Services leverages internal expertise in documentation, training, technical specialties, and customer service to empower clients and personalize their experience, while ensuring consistency and continuous improvement of value-added services. Commitment to excellence is reflected in a culture of compassionate leadership, collaboration, and support. Under this leadership, colleagues feel a strong sense of belonging, motivating everyone to provide exemplary internal and external service and contribute to ISAAC’s success.

Responsibilities

• Oversee the design, delivery, and quality of training for clients and internal colleagues
• Approve the relevance, timeliness, engagement, and quality of andragogical content
• Lead continuous improvement, innovation, while embracing new approaches, tools, and technologies
• Manage the Documentation team in creating, updating, and distributing technical documentation (manuals, guides, articles, videos, podcasts, etc.), ensuring accuracy, accessibility, and support for self-service
• Coordinate with Product and Technology teams to ensure information compliance during solution updates
• Supervise document management, version control, and validation of new requirements
• Lead the technical experts’ team to deliver customized solutions and consulting assignments, meeting deadlines and client expectations
• Promote interdisciplinary collaboration for optimal service
• Develop scalable service offerings with the Customer Experience and Product teams
• Collect and integrate feedback to improve service quality
• Encourage industry monitoring to anticipate trends and adapt proposed solutions
• Optimize workflows, tools, and processes for service efficiency and quality
• Maintain an innovative, responsible, and excellence-oriented work environment
• Monitor performance indicators (IPC/KPI) to guide continuous improvement actions
• Manage resources and maintain good relationships with suppliers and clients.

Qualifications

• University degree in management, technology, or a related field
• 5 years of experience managing interdisciplinary teams and coordinating technical/professional services, ideally in SaaS or technology sectors
• 5 years in operations management and customer experience/success
• Mastery of methodologies in training, documentation, technical support, and professional services
• Knowledge of content management, learning, customer relationship, and project management systems
• Ability to listen, collaborate, and communicate with stakeholders
• Organization and rigor in managing priorities, resources, and projects
• Client orientation and commitment to service excellence
• Professional proficiency in French and English, spoken and written (Reason: multilingual external clients without role duplication).

Conditions

• Flexibility to travel 10% of the time: Canada and the USA
• Valid passport

Assets

• Understanding of the road transport sector
• Knowledge of Microsoft 365, Salesforce (CRM), Schoox (LMS), SaaS environments, ITIL, and Wrike
• In-depth knowledge of the ISAAC solution.

Additional Information

Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:

• varied career opportunities
• a stimulating work environment focused on innovation
• enthusiastic and collaborative teams
• competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.
• various social activities and free snacks and coffee every day.