Location: Remote | Montreal Type: Full time | permanent Team: Client SuccessYOUR IMPACT You won't be stuck in maintenance mode. At Ateko, you'll work on strategic, high-impact projects to maximize value for our clients in the technology industry. You will work on implementing ServiceNow with some of the world's biggest brands and your success will be measured by the client satisfaction, service quality and stability, effective management of issues and escalations, and the contribution to client growth and value realization.
YOUR TEAM We hire top-tier talent and give them the space to shine. You'll collaborate with a multidisciplinary team of service managers, project leaders, and technical experts under the leadership of the Senior Vice President, Customer Success. No egos, just smart people solving complex problems together in collaboration with the project managers, engagement managers, delivery teams, and capacity planning functions with the mission of delivering lasting value to clients, ensure operational excellence, and build strong, trusted partnerships.
WHAT TO EXPECT Your day to day will look like this:
- Delivery & alignment: Align delivery, contractual commitments, and client expectations; coordinate teams; manage capacity and resources.
- Governance & communication: Lead QBRs and reviews; standardize communication; adapt messaging across all levels (incl. CIO).
- Issues & escalations: Track issues to resolution; minimize escalations; manage them effectively when needed.
- Performance & quality: Monitor KPIs/SLAs; ensure quality, stability, and compliance; drive continuous improvement.
- Value & growth: Measure outcomes; set early baselines/metrics; identify and support account growth opportunities.
THE EXPERIENCE WE ARE LOOKING FOR The following experience will help you succeed in this role. However, if you don't meet all these criteria, we will be happy to consider your application, because we're looking for potential first.
- Experience & background: Experience in complex environments (IT transformation, managed services); consulting, program delivery, or engagement management background; ability to manage multi-team programs; strong senior client relationship management.
- Core skills: Strong strategic communication and influence; solid understanding of contracts and governance; big-picture, value-oriented mindset; ability to challenge clients constructively with facts.
- Education & certifications: 10+ years of relevant experience; degree in IT, engineering, or business; ITIL, SAFe, PMP (or equivalent) preferred.
OUR OFFER - Remote work: The choice is yours, work from home or from one of our offices.
- Vacation: Everyone at Ateko has at least 4 weeks of vacation and 5 personal days.
- Insurance: You're covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee).
- Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support.
- Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary.
- Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you're always leveling up.
NEXT STEPS - Apply! We consider applications as they come in, and you will hear from us no matter what the decision.
- If we move ahead, a recruiter will invite you to a first interview over Teams.
- If there is a fit with the role we will invite you to meet the direct team (1 to 3 interviews depending on the role).
- We've reached the offer stage!
