Business Support Services Officer managing complex projects and departmental policies in the Business Support Services Branch of the City of Ottawa.
About the role
- Bilingual Implementation Project Manager coordinating client onboarding and retention strategies in APAC. Joining a remote-first company that values trust and growth.
Responsibilities
- Own the software implementation process for new clients, end-to-end via phone, email, and virtual meetings.
- Gather and document requirements, confirm project scope, and develop achievable timelines and program goals.
- Provide in-depth LMS training, best practices, and workflows tailored to client needs.
- Support additional products and integrations (RESTful API, CRM/HRM integrations, etc.).
- Act as a liaison for cross-departmental collaboration and resource management.
- Develop trusted relationships with a portfolio of clients to promote retention and loyalty.
- Manage the client journey post-onboarding through adoption, advocacy, and renewal.
- Drive outcomes and demonstrate ROI to key stakeholders throughout the client lifecycle.
- Proactively monitor client health, manage escalations, and identify churn risks.
- Identify upsell and expansion opportunities for the Account Management team.
Requirements
- 25 years of experience with a mix of software implementation/client onboarding, project management, customer success and/or account management roles
- Strong understanding of SaaS concepts and LMS/E-learning industry.
- Excellent written and verbal communication skills in Japanese and English .
- Proven time-management and organizational skills.
- Ability to explain complex concepts and build strong client relationships.
- Additional preferred qualifications: PMP or formal project management experience.
- Previous LMS admin or training experience.
- Familiarity with tools such as Salesforce, JIRA, Zendesk, ChurnZero.
- Knowledge of adult learning principles and E-learning best practices.
Benefits
- Fully remote-first work with flexible work arrangements
- Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
- New Hire Equipment Allowance and monthly Flex Allowance to support your success
- Endless opportunity for career growth and internal mobility
- Employee driven DE&I programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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