Hybrid Service Experience Manager

at Nucleus Software

• Job title: Service Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$80,000 - CA$85,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Service Experience Manager at Nucleus Networks leading client success and managing a technical team. Focused on ensuring exceptional client experience and operational excellence.

Responsibilities

• 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.
• Manage a pod 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, 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.
• 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 PSA.
• 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.

Requirements

• 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.

Benefits

• Health Spending Account
• RRSP Matching program
• Birthdays off!