Implementation Specialist

Hirebridge; Ontario; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading technology company in Ontario is seeking a Senior Customer Success Manager to enhance client satisfaction and drive product adoption. The role involves managing customer relationships, overseeing onboarding, and providing tailored training. Strong problem-solving skills and technical expertise are essential for success in this position.

Qualifications

• Strong technical support and customer service experience required.
• Expertise in project management and technical troubleshooting.

Responsibilities

• Manage post-sale relationships and ensure clients derive maximum value.
• Oversee onboarding from kickoff to launch for a smooth experience.
• Conduct health checks and track success metrics.

Skills

Problem Solving

Technical Support

Customer Service

Project Management

Communication

Job description

ABOUT ADPERFECT AND TRIBUTE TECHNOLOGY :

AdPerfect is an established technology company and solutions provider, part of Tribute Technology. Our clients include major media brands across four continents, reaching millions daily. Our mission is to foster meaningful connections through innovation and excellent user experience. We seek a self-motivated problem solver with strong technical support and customer service experience to investigate issues, produce change requests, and create support documentation. Clear communication skills are essential, especially in translating technical topics for non-technical audiences.

POSITION SUMMARY :

As a Senior Customer Success Manager / Senior Implementation Specialist, you will help clients maximize the value of AdPerfect’s products. Your expertise in project management and technical troubleshooting will ensure successful onboarding, setup, and ongoing utilization of our solutions. You will act as a trusted advisor, guiding clients through implementation and long-term success strategies. Building strong relationships, addressing challenges proactively, and driving product adoption are key to enhancing customer satisfaction, retention, and business growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Manage Customer Portfolio : Own post-sale relationships, ensuring clients derive maximum value through data-driven optimization and support.
• Lead New Customer Onboarding : Oversee onboarding from kickoff to launch for a smooth experience.
• Advocate for Customers : Represent customer needs internally to influence product and service improvements.
• Monitor Customer Health : Conduct health checks, track success metrics, and address risks proactively.
• Problem-Solve & Troubleshoot : Identify challenges, recommend solutions, and resolve issues promptly.
• Product Expertise & Training : Develop deep knowledge of offerings and provide tailored training to clients.
• Drive Growth Opportunities : Recognize and nurture opportunities for account expansion.
• Collaborate Cross-Functionally : Work with internal teams to align on customer needs and improve processes.
• Project & Relationship Management : Manage key projects and maintain strong client relationships.
• Prepare Insights & Reporting : Create documentation and visuals to demonstrate customer performance.
• Proactively Anticipate Needs : Stay ahead of challenges by aligning priorities with clients and stakeholders.
• Continuously Learn & Improve : Keep updated on industry trends, product updates, and best practices.