Bilingual Client Success & Systems Specialist

Job description

Job Description Be the voice that helps clients succeed. Be the expert behind the systems. Are you passionate about customer service, technology, and helping people get the most out of digital tools? We're looking for a Bilingual Client Success & Systems Specialist to join our team and play a key role in supporting clients, driving user adoption, and ensuring an exceptional customer experience. In this role, you'll combine technical support, client training, relationship management, and system administration to help our customers successfully use our proprietary purchasing and management platforms. If you're a problem-solver who enjoys talking to clients, troubleshooting issues, and making a real impact, we'd love to hear from you. Job Responsibilities User Training & Support Provide first-level support to internal and external users. Troubleshoot and assess support requests, escalating issues when required. Deliver user training and technical support by phone, online, or in person. Send customer satisfaction surveys following user interactions. Create user guides, training documentation, and video tutorials using digital adoption tools or video-editing software. System Maintenance Maintain database accuracy and integrity. Manage and update user and supplier profiles within the portal, purchasing platform, and CRM. Document inbound and outbound communications in the CRM system. Monitor and respond to inquiries received through the portal's contact channels. Quality Assurance & Testing Collaborate with IT teams and external technology partners on system enhancements and integrations. Conduct user acceptance testing (UAT) for system upgrades and integrations. Verify and confirm resolution of reported system defects and issues. Program Adoption & Client Success Partner with Account Managers to drive user adoption of company systems. Support contract compliance initiatives and promote best practices among clients. Identify opportunities to improve client engagement and platform utilization. Field Engagement Participate in client presentations, events, demonstrations, and training sessions as required. Measurement & Analysis Monitor user activity and adoption metrics. Analyze trends and identify opportunities for increased system usage. Provide recommendations to the Account Management team and follow up directly with clients when appropriate. Qualifications Minimum three (3) years of IT help desk, specifically software application support and inside sales or customer service experience. Requires strong attention to detail to ensure database integrity. Requires strong critical thinking skills for clear, concise assessment of support issues and user requirements. Experience and demonstrated ability to diagnose & troubleshoot basic computer user & connectivity challenges. Strong communication skills, written and oral. For bilingual position, must be able to communicate effectively in both English and French. The successful candidate must possess a minimum of two (2)‐year college degree in a technology‐related program. A Bachelor’s degree is desirable but not required. Above average computer skills including Microsoft Office (MS excel) and internet. Working knowledge of video‐editing software (Camtasia) is an asset. The successful candidate will have the following personal attributes: Experience and demonstrated ability to work effectively in a matrixed organization. Excellent oral and written communication and presentation skills, plus the ability to communicate with a wide range of people. Attention to detail and a passion for database management. Excellent customer service and client relationship skills. The ability to effectively manage others through informal influence. A natural leader with high energy and a sense of enthusiasm who can inspire and motivate others, thereby creating vision and commitment throughout the organization. A self‐starter, confident in his/her abilities, self‐motivated and able to work effectively with little supervision and also in a team environment. A high energy, results‐oriented individual who can make a difference; an individual who takes initiative, makes things happen, accepts accountability and has a “can do” attitude; has a sense of urgency. Creative and flexible in attitude and style to adapt to new situations in a rapidly changing, dynamic environment. A strong value system, unquestioned integrity and good listening skills. Has perseverance and the ability to drive complicated projects to a successful conclusion. Ability to deal with ambiguity and effectively cope with change. Draws on diverse resources to make high quality decisions. Thrives on functioning independently with a minimum of supervision, and also in a team environment. Has the ability to motivate others who have no direct reporting relationship. About Aramark At Aramark, we empower our people to create moments that matter through exceptional hospitality experiences. We serve more than a dozen industries with pride and passion, building community, connection and careers all across the world. You'll be surrounded by some of the most innovative minds in the industry and powered by our shared mission to pursue what matters. Here, you'll have the opportunity to do great things for our people, our planet, our partners and our communities. We believe a career should develop your talents, fuel your passions and enable your growth. Supported by committed leadership, you'll be empowered to try new things and find solutions to tough problems. No matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is to help you reach your full potential and pursue what matters. What We Offer You Time to Recharge : Three weeks of paid vacation for all new salaried hires, plus 3 personal/flex days dedicated to your mental health and well-being. Comprehensive Health Benefits (No Waiting Period!) : From day one, enjoy coverage for dental, prescriptions, vision, massage therapy, and more—because your health matters. Future Security : A Self-Directed Pension Plan where every dollar you contribute is matched with two by Aramark—helping you grow your retirement savings faster. Well-Being Support : Access Aramark’s Employee Assistance Program for confidential resources and support for you and your family whenever you need it. Inclusive Community : Be part of our Employee Resource Groups (ERGs), where we celebrate diversity, build connections, and support one another. Continuous Learning : Benefit from Educational Assistance to support your growth, plus scholarships for your children entering post-secondary studies. Career Growth : Clear career path planning and development opportunities tailored to your skills and aspirations. Safe & Supportive Workplace : We are deeply committed to providing a safe, healthy, and positive work environment for all. The pay range for this position is $60,000.00 - $65,000.00.