Client Success Specialist

Title: Client Success Specialist (CSS) 

Department: Client Success 

Report to: Director, Client Success 

Type: Full-time, salaried (training included) 

Job Description 

As a Client Success Specialist at Business Cloud, you build the foundation on which exceptional client experiences are built. Your path into the role is intentional: you will develop hands-on expertise and certifications across the platforms we manage, including Google Workspace and Microsoft 365, and gain frontline experience through a structured support rotation before transitioning fully into client-facing work. From day one, you will develop working knowledge across the full suite of tools our clients rely on, including cybersecurity, productivity, and business applications. That depth is what enables you to proactively support clients, deliver meaningful training, communicate effectively, and serve as a trusted partner across every solution we manage on their behalf. 

You will report directly to the Director of Client Success and work closely with other Client Success Managers (CSM). You will support the CSMs across our entire client base on a variety of tasks and projects to build your skills and perform user onboarding training. While not directly responsible for providing technical support to our clients' end-users, all Client Success team members should be very comfortable using the apps and services we manage for our clients. 

While the scope of work is consistent, the day-to-day changes frequently; one day, you might be onboarding a new user to Google Workspace and walking them through the tools their team depends on, and the next, you could be assisting with a new client deployment with Microsoft 365, managing account changes for a growing team, or helping resolve a platform challenge alongside our Support team. You will also work closely with the Director of Implementation Services on a project basis to assist with new client implementations. 

Your primary working location will be at our downtown Toronto office; however, you will also go out in the field, meeting directly with our clients and providing high-touch service. 

Key Responsibilities 

• Platform Support & Troubleshooting: Serve as a technically proficient resource for clients across the platforms and applications Business Cloud manages. Leveraging your hands-on training and certifications, you will help clients navigate issues, configure tools effectively, and get the most out of their technology stack. 

• User Training & Enablement: Deliver practical, hands-on training to clients across the platforms we manage, including Google Workspace and Microsoft 365. Whether through 1-on-1 sessions, small group workshops, or guided onboarding, your technical expertise will help clients build confidence and productivity with their tools. 

• Client Operations: Learn how to execute day-to-day client operations including user management and account turnover, license allocation, and equipment quoting and procurement. Your attention to detail ensures client accounts remain accurate, organized, and up to date. 

• Client Communication: Provide clear communication to clients on all manner of technical items; translating complex issues and resolutions into understandable language. It is key that you place yourself in the client's shoes, using empathy and insight to effectively understand the client's position and communicate effectively. 

• Supporting Client Engagement: Work alongside Client Success Managers to deliver our recurring client engagement plan, including assisting with review meetings, coordinating on-site office hours, and managing client equipment inventory and cybersecurity programs. 

• Inquiry Management: Act as an efficient point of contact for client inquiries, triaging, prioritizing, and routing requests to ensure timely resolution. Your responsiveness and organization contribute directly to a seamless client experience. 

• Application Rollouts: Collaborate with the Implementation Services team to support the rollout of new applications and processes for clients. Your technical familiarity with the platforms we deploy will ensure smooth transitions when clients adopt new technologies. 

• Documentation & Knowledge Base: Create and maintain client-specific documentation and contribute to our internal and external knowledge base. Well-organized, up-to-date records support both the client experience and the effectiveness of the broader Client Success team. 

• Support Initiatives: Partner with the Support team on large-scale technical projects and initiatives, drawing on your support experience to effectively address client technology challenges. 

• Skill Development: Actively pursue ongoing training and partner certifications — including Google Workspace and Microsoft 365 to deepen your technical expertise and stay current with the platforms and solutions we manage for clients. 

• Other duties as required. 

Defining Your Success 

• You complete your certification path on schedule and develop deep, practical knowledge of the platforms we manage, proving yourself as a reliable and knowledgeable resource that clients and teammates can turn to. 

• Clients walk away from every training session, onboarding, or platform interaction feeling more confident and capable with their tools. 

• Your work is consistently accurate and timely, and documentation is always in good order, with no gaps that create downstream issues. 

• Client inquiries you handle are resolved promptly and thoroughly, and clients consistently describe you as responsive, organized, and easy to work with. 

• The Client Success Managers and Implementation teams you support describe you as a dependable, proactive contributor who makes their work easier and improves their clients' experiences. 

• Your documentation and knowledge base contributions are thorough, well-organized, and actively used by both clients and team members. 

• You pursue ongoing learning and certifications enthusiastically, continuously building the technical depth that directly benefits our clients and your career growth. 

• You are willing to go the extra mile to ensure our clients have a positive experience. 

Your Experience and Education 

• Commitment to delivering an exceptional customer service experience. 

• Excellent customer-facing, communication, and presentation skills. 

• Strong knowledge and proficiency in the latest modern work tools like Google Workspace, Microsoft 365, and other business applications. 

• Familiarity with various computer hardware and software, including mobile devices and peripherals. 

• Outstanding time management and multitasking skills, managing multiple priorities. 

• Willingness to travel within the Greater Toronto/Hamilton Area and occasionally across Canada. 

• Post-secondary education or equivalent experience. 

Preferred Experiences 

• Experience in a multi-tenant environment supporting diverse organizations with technological needs. 

• Familiarity with ticketing platforms like Zendesk. 

• Skilled in leading pre-sales meetings and activities, including delivering demos, presentations, drafting statements of work, proposals, and responding to requests for proposals. 

• Proficient in conducting workshops focused on modern workplace solutions, employee experience, content management, document management, and collaboration tools. 

• Cybersecurity training and expertise. 

Why Business Cloud? 

Business Cloud is a rapidly growing managed technology service provider focused on delivering cloud-first business technology solutions to small and medium-sized organizations across Canada. Our approach emphasizes end-user collaboration, efficient processes, and strong cybersecurity, allowing our clients to scale. We manage products such as Google Workspace, Microsoft 365, 1Password, RingCentral, and Field Effect, enabling secure and productive environments for our clients. 

Our team's backgrounds and experiences vary, but effective communication, continual learning, and a passion for customer service are the common components of our success. If you believe you are the ideal candidate for this position, please apply and tell us why Business Cloud is the right fit for you. 

How can I stand out in my application? 

Please consider attaching a tailored cover letter. We view this as an opportunity to tell us why you're the right fit for the position and our organization.