Role Summary
The Service Experience Manager (SEM) is a hybrid leadership role that bridges client success and technical service delivery. This role is responsible for ensuring exceptional client experience by acting as the primary relationship manager for assigned clients, while also leading a technical team to deliver high-quality, timely support. The SEM is both a strategic partner and a hands-on leader, championing client satisfaction, managing escalations, mentoring team members, and driving operational excellence through data and processes.
This role can be located in or around Vancouver, BC, Calgary, AB, or Toronto, ON. Periodic on-site visits to client locations are required as part of this role.
Key Responsibilities
Client Success & Relationship Management
- Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
- Lead client onboarding and ensure seamless go-live experience.
- Proactively identify client needs and recommend solutions aligned with business goals.
- Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
- Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
Team Leadership & Operational Oversight
- Manage a team of technicians, providing coaching, mentorship, and performance feedback.
- Act as the technical escalation point for the team and ensure timely resolution of client issues.
- Monitor and report on key performance indicators (KPIs) such as ticket closures, Client Satisfaction (CSAT), response/resolution times, and utilization.
- Collaborate with internal departments to align service delivery with client expectations and internal standards.
- Conduct regular one-on-ones, performance reviews, and support employee development plans.
Strategic Initiatives & Quality Assurance
- Lead initiatives to improve service quality, standardization, and process adherence.
- Participate in cross-functional meetings to align on client experience, retention strategies, and revenue generation.
- Maintain accurate documentation on platforms such as ITGlue and ConnectWise.
- Support continuous improvement through feedback loops, training, and internal collaboration.
- Perform quality assurance (QA) on support tickets and project documentation, offering constructive feedback and coaching as needed.
Required Skills & Qualifications
- 5+ years in client-facing roles within a managed services or IT environment.
- Proven leadership experience managing technical teams.
- Self-motivated with the ability to work in a fast-moving environment.
- Strong communication, problem-solving, and organizational skills.
- Ability to balance strategic thinking with hands-on execution.
- Familiarity with ITIL, service desk operations, and client success methodologies.
- Industry certifications (CompTIA, Cisco, Microsoft) are preferred.
- Bilingual (English/French) is an asset.
Perks!
- An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
- Hybrid Remote Environment
- In-Person and Virtual Staff Socials - we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
- Competitive Salary & Annual Vacation Time
- Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
- Birthdays off!
