Director of Client Impact

Your Impact 

Your mission will be to transform BCC’s expertise into a driver of performance, growth, and innovation for our clients. 

You will be responsible for evolving the Client Impact approach to maximize the value created by our solutions and strengthen our client relationships over the long term. 

As a cross-functional leader, you will work closely with the sales/marketing, product, engineering, and operations teams to represent the customer’s voice, better understand their real-world challenges, and influence the evolution of our products, services, and ways of working. 

your responsibilities

• Define and lead the strategy for the Customer Impact department. 
• Organize and develop the various service areas, including Training, Technical Solutions Experts, and Professional Services. 
• Ensure the performance of the department and the teams under your responsibility. 
• Maximize the adoption and success of BCC solutions among clients. 
• Develop and maintain strong relationships with strategic clients. 
• Contribute to client retention, revenue growth, and the development of the existing client base. 
• Be the voice of the client within the organization by sharing the needs, challenges, and realities on the ground. 
• Identify technological opportunities and opportunities to evolve solutions based on field needs. 
• Improve processes and tools to support BCC’s growth. 

Your Profile

• You know how to motivate teams and rally them around a shared vision. 
• You are highly customer-focused and quickly grasp the challenges on the ground. 
• You know how to influence, collaborate, and build relationships with various stakeholders. 
• You combine strategic vision with a proven ability to execute. 
• You communicate with ease and naturally build trusting relationships. 
• You know how to nurture client relationships to identify opportunities, develop existing accounts, and contribute to revenue growth. 
• You exercise sound judgment, make decisions, and effectively manage your priorities. 
• You are comfortable in a fast-paced, evolving technology environment. 

Qualifications

Education

• Bachelor’s degree in business administration, management, engineering, information technology, or a related field.

Experience

• 8 to 12 years of experience in a role related to customer service, customer experience, customer success, or operations. 
• Experience in a technology or telecommunications environment (a plus). 
• Significant experience in team management. 
• Experience in process optimization and structuring. 

Languages

• Bilingualism (French/English) 

What we offer

• Competitive salary. 
• Group insurance plan and collective RRSP. 
• Access to a telemedicine platform and an Employee Assistance Program (EAP). 
• A customizable allowance program (sports, office space) and a cell phone allowance. 
• On-site gym facilities. 
• Unlimited coffee. 
• Regular company activities with a motivated and engaged team.