BIS Safety Softwareis a fast-growing technology company providing leading software for the safety industry. We are looking to add a Client Experience Manager to our expanding team.
Who we are
Founded in 2006, BIS was born and raised in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.
About the Role
As Client Experience Manager, you will lead and grow our technical support team. Your primary focus will be to ensure an outstanding customer experience by providing strategic leadership, fostering a high-performance culture, and continuously improving our support operations.
We need someone who is:
· Tech-savvy
· A strong people leader with experience managing and coaching teams
· Highly organized and excellent at priority-setting
· Passionate about outstanding customer service
· Able to thrive in a fast-paced environment and adapt easily to change
This is a hands-on leadership role, where you’ll develop strategies, analyze key performance metrics, and support your team in delivering exceptional technical support for our clients.
Also, this is an in-person role based out of our Sherwood Park, AB office.
What you'll do
- Lead the technical support team by managing team leads and support agents, ensuring alignment with company goals and client expectations. You are a strong people leader who builds trust, sets clear expectations, and leads with empathy.
- Drive exceptional client experiences by setting a high standard for support interactions, modeling great service, and resolving escalations effectively. You are customer-obsessed and instinctively know what excellent service looks and feels like.
- Develop and mentor the team through regular 1:1s, feedback sessions, and coaching to build skills, confidence, and career growth. You are invested in others’ growth and excel at identifying and nurturing potential.
- Jump in to support tickets and calls when needed to stay close to the client experience and understand team challenges firsthand. You are hands-on and curious, eager to understand the tools, the clients, and the day-to-day of your team.
- Analyze support metrics to identify trends, gaps, and opportunities for operational improvement and training. You are data-informed and use metrics to drive clarity and performance decisions.
- Coordinate staffing and scheduling to maintain service levels while balancing workload and budget constraints. You are highly organized and can manage shifting priorities with confidence.
- Collaborate with senior leadership to align department goals, communicate needs, and contribute to the company’s strategic direction. You are a collaborative communicator who can translate operational insights into leadership conversations.
Who you are
- Have people management experience, including leading team leads and larger teams.
- Are passionate about customer support and understand what exceptional service looks like.
- Are tech-savvy and comfortable with learning and implementing new technology.
- Can analyze data and performance metrics to uncover trends and drive improvements.
- Thrive in fast-paced, high-growth environments and handle change with ease.
- Are an excellent communicator who can build strong relationships with both customers and employees.
- Have strong organizational skills and can prioritize and delegate effectively.
- Take a solution-based approach to challenges and are always looking for ways to improve.
- Are a collaborative leader who works well with both leadership and team members.
Bonus points if you
- Experience leading a customer support or technical support team.
- Background in SaaS, software, or technology-related customer experience.
- Knowledge of customer service analytics and KPI tracking.
- Additional language skills (French or Spanish).
What success looks like in this role
- The team feels supported, engaged, and motivated in their roles, creating an environment where people do their best work and feel valued for their contributions.
- Clients consistently experience high-quality support that is efficient, professional, and solution-focused, leading to strong customer relationships and positive feedback.
- Coaching and mentorship lead to visible team growth, with team members developing new skills, taking on greater responsibilities, and advancing in their careers.
- A deep understanding of the client experience allows for continuous improvement, making it easier for customers to get the help they need while refining internal processes.
- Client support operations run smoothly, with clear structures in place to maintain service levels and ensure the team can effectively balance workload demands.
- Collaboration across departments ensures that client insights are shared and contribute to broader company goals, aligning support initiatives with overall business success.
Job ID #L202503-11CCE
Why join us
At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.
Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the value we place on humility. And we lead with our heart, treating all our customers and team members with integrity and compassion.
We are looking for like-minded individuals who are interested in growing with us.
In addition, we also offer the following:
Comprehensive benefits package
Health spending account
Growth opportunities
Flexible working hours
On-the-job training
Work-life balance
Free on-site parking
Team Recognition Points
Social committee
Fun, open and collaborative environment
Be More Than an Employee
BIS is a company where you can not only grow your career but also share in the success you help create. Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the company’s future.
We'd love to hear from you
If this describes you, please submit a creative application that is sure to grab our attention. Submit your résumé and cover letter in confidence through this posting.
Visit our Careers Page to learn more.
We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.
What We Do
BIS Safety Software is a technology company that offers compliance and learning management software to meet the needs of Environment, Health, and Safety (EHS) professionals. This cloud-based software application includes a Training Record Management System, a Classroom Calendar Management module, a Training Matrix, a Learning Management System, Digital Folders, plus Online Forms that can be used for site inspections, hazard assessments, incident management, preventive maintenance, competency evaluations, and more. We provide training solutions for the safety industry, including hundreds of safety training organizations throughout North America and across the world.
The core of our business is the SafetyNET program. The SafetyNET is a network of more than 500 leading safety training companies from across North America who collectively share and provide companies and individuals with access to a wide variety of safety training courses through one centralized online application.
Since 2010, the collaborative partnership between these training companies has not only enabled the best-of-the-best in online safety training to be brought together in one location but it is also helping to improve industry safety performance through the provision of convenient, cost-effective training.
Looking toward the future, the SafetyNET seeks to continually set new standards in training through ongoing technological innovations and implementation of feedback from industry experts and leaders. Be a part of this exciting future by becoming a part of The SafetyNET
