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About the Role

As a Client Success Manager at Business Cloud, you will serve as the primary technical and sales liaison for a portfolio of clients, ensuring the health of these relationships. You will translate technical findings into clear business decisions, prioritize work across internal teams, and align clients with Business Cloud on strategy, roadmap, and expectations. This is a relationship and alignment role focused on client advocacy, not technical administration.

Responsibilities

Maintain client satisfaction and ensure year-over-year service renewal.
Identify upsell opportunities by understanding client business needs and aligning appropriate solutions.
Drive new business referrals through existing relationships.
Serve as the named point of contact, ensuring clients are aligned with Business Cloud strategy, standards, and expectations.
Act as the client's advocate internally, representing their priorities and ensuring they feel heard.
Own the recurring review cadence, preparing and leading strategic service reviews and Quarterly Business Reviews (QBRs).
Translate technical findings into client-understandable recommendations, budget considerations, and roadmap priorities.
Explain technical risks and gaps in plain business terms, connecting technical issues to business impact.
Clarify support scope, manage expectations, and define standard changes versus billable projects.
Ensure visibility and action on tickets, escalations, and recurring pain points, owning client communication and prioritization.
Manage vendor relationships on behalf of clients, coordinating pricing, procurement, and solution options.
Serve as the first point of contact for non-support-related client inquiries, managing and prioritizing requests.
Provide hands-on training and workshops to help clients adopt and maximize technology.
Coordinate recurring client operations such as equipment quoting, procurement, user management, and license allocation.
Create and maintain client-specific documents, roadmaps, and account records.
Contribute to internal and external knowledge base guides and refine training resources.
Perform other duties as required.

Requirements

Commitment to delivering an exceptional customer service experience.
Excellent customer-facing, communication, and presentation skills.
Ability to prepare and lead executive-level meetings.
Ability to translate technical concepts into clear business language for non-technical stakeholders.
Strong knowledge and proficiency in modern work tools such as Google Workspace and Microsoft 365.
Familiarity with various computer hardware and software, including mobile devices and peripherals.
Outstanding time management and multitasking skills.
Willingness to travel within the Greater Toronto and Hamilton Area and occasionally across Canada.

Skills

Technical liaison
Sales liaison
Client relationship management
Strategic alignment
Roadmap translation
Expectation management
Escalation coordination
Client advocacy
Service reviews
QBR facilitation
Roadmap planning
Technology planning
Scope management
Vendor management
Inquiry management
User training
Workshop facilitation
Client operations coordination
Documentation
Knowledge base contribution
Google Workspace
Microsoft 365

Location

Downtown Toronto office
On-site client visits

Work Type

Full-time
Salaried
Training included

Experience Level

Post-secondary education or equivalent experience

About the Company

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 and efficient processes, allowing our clients to excel.
We manage products such as Google Workspace, Microsoft 365, 1Password, and RingCentral, 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.