Customer Success Specialist (ZeroTouch)

Job description

# **Customer Success Specialist** ## **Who We Are:** Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint. We are Quadbridge. See how we’re building tomorrow’s solutions, together. ## **About the Role:** Reporting to the Senior Manager, Managed Services Offer Strategy and Enablement, the Customer Success Specialist (ZeroTouch) is the primary recurring customer success and operational coordination role for assigned ZeroTouch customers. The role owns the customer lifecycle after sale, beginning with onboarding and continuing through steady-state service delivery, operational reviews, billing coordination, issue follow-through, and service improvement. This role connects customer requirements, contracted service scope, warehouse and logistics activity, Managed Services technical delivery, Finance, Sales, and internal stakeholders into a clear and consistent operating rhythm. The specialist maintains customer visibility and follow-through across the service without replacing the teams accountable for warehouse execution, technical delivery, financial controls, or product direction. The ideal candidate is highly organized, customer-oriented, operationally disciplined, and comfortable coordinating across logistics, technology services, billing, and customer-facing teams. The role requires enough technical and logistics fluency to understand ZeroTouch workflows, ask good questions, and engage the right internal resources, but it is not a hands-on warehouse management or engineering role. ## **Key Responsibilities**: - Own the recurring customer success and operational service cadence for assigned ZeroTouch customers. - Coordinate onboarding, service activity, operational reviews, billing inputs, ticket follow-through, reporting, and logistics-related customer requirements. - Coordinate across Warehouse and Logistics, Managed Services technical delivery, Finance, Sales, and customer-facing teams to keep commitments visible and moving. - Surface service risks, process gaps, customer-impacting exceptions, improvement opportunities, and expansion signals while maintaining clear ownership boundaries. ## **Core Responsibilities** ### 1. Customer Relationship and Success Management - Act as the primary recurring operational customer success contact for assigned ZeroTouch customers. - Build trusted working relationships with customer operational, procurement, IT, and service stakeholders. - Maintain a proactive customer cadence through onboarding checkpoints, operational service reviews, action reviews, and issue follow-up. - Track customer health, service risks, open commitments, exceptions, satisfaction signals, and follow-up actions. - Ensure customer conversations remain structured, practical, and aligned to subscribed ZeroTouch services and agreed operating requirements. ### 2. Onboarding and Service Lifecycle Coordination - Coordinate customer onboarding from signed agreement through operational readiness and transition to steady-state service. - Maintain onboarding plans, customer operating procedures, service records, requirements, dependencies, owners, and completion evidence. - Coordinate changes, offboarding activities, and customer-specific operating requirements across the appropriate internal teams. - Ensure handoffs between Sales, Product Ownership, Customer Success, Warehouse and Logistics, Managed Services, and Finance are clear and complete. - Maintain visibility into contracted service scope, Service Orders, customer commitments, and operational dependencies. ### 3. Service Management, Reporting and Continuous Improvement - Own service-management follow-through, including ticket intake, routing, status tracking, aging review, escalation coordination, and closure visibility. - Prepare and facilitate operational service reviews using service activity, ticket trends, exceptions, risks, and improvement actions. - Document decisions, next steps, owners, and follow-up actions in a clear and repeatable manner. - Prepare recurring customer and leadership reporting covering service activity, open actions, service risks, exceptions, and commitments. - Identify recurring process friction, reporting gaps, escalation patterns, and improvement opportunities and raise them to Product Ownership and delivery leadership. ### 4. Billing and Financial Coordination - Coordinate recurring billing inputs, supporting activity data, exceptions, and issue resolution with Finance. - Validate that billing inputs align with contracts, Service Orders, active service scope, quantities, and operational activity. - Maintain disciplined operational records that support invoice accuracy, service visibility, and leadership reporting. - Escalate billing discrepancies, customer changes, and material variances to the appropriate owner for resolution. - Support forecasting and service-volume visibility by maintaining accurate customer and activity information. ### 5. Logistics Coordination and Cross-Functional Delivery - Translate customer requirements and service commitments into clear logistics coordination activities for Warehouse and Logistics. - Coordinate shipping and receiving requirements, priorities, customer-specific workflows, returns, and exceptions with the Warehouse and Logistics Manager and site leads. - Maintain customer-facing visibility into shipment, inventory, order, and carrier issues that may affect service delivery. - Coordinate communication and follow-through for delayed, missing, damaged, incorrect, or exception shipments. - Support coordination across Montreal and Phoenix when customer requirements, inventory, or service activity involve both sites. - Partner with Managed Services technical delivery when imaging, provisioning, or imaging-infrastructure readiness affects customer service delivery. ### 6. Practice and Artifact Development - Contribute to consistent onboarding templates, operating procedures, service review formats, customer health indicators, reporting, and communication standards. - Maintain high-quality documentation that supports repeatability across ZeroTouch Customer Success and service operations. - Capture recurring customer and operational themes that can improve ZeroTouch service design, packaging, delivery practices, and enablement materials. - Contribute to cross-training and internal enablement that strengthen customer success and service coordination capability. ## **Qualifications:** - 3 or more years of experience in customer success, managed services, service delivery coordination, service operations, logistics coordination, billing operations, or a related customer-facing role in a technology services environment. - Experience coordinating customer onboarding, recurring service activity, ticketing, reporting, invoicing, or service lifecycle processes. - Working knowledge of managed services, IT equipment lifecycle, logistics, warehousing, shipping, inventory, device provisioning, or related service practices. - Ability to interpret contracts, Service Orders, service data, operational findings, and customer requirements and translate them into coordinated actions. - Strong coordination skills with the ability to manage multiple customers, stakeholders, actions, dependencies, and recurring deadlines. - Comfort working across Sales, Managed Services, Finance, Warehouse and Logistics, Customer Success, and leadership teams. - Strong written and verbal communication skills, including customer-ready documentation and operational reporting. - Sound judgment in balancing customer expectations, service boundaries, risk, commercial realities, and delivery capacity. - Customer ownership: takes accountability for customer cadence, communication, follow-through, and clarity of next steps. - Operational discipline: maintains accurate records, recurring controls, deadlines, and service-management follow-through. - Organization: manages multiple customers, workflows, artifacts, commitments, and dependencies with discipline. - Service awareness: understands how recurring services require defined scope, cadence, reporting, escalation, and accountability. - Problem-solving: identifies patterns, frames issues clearly, and moves the appropriate teams toward practical resolution. - Documentation quality: produces clear, accurate, reusable outputs that support customer confidence and internal alignment. - Continuous improvement: identifies where process, handoff, reporting, or service-design improvements can strengthen the customer experience. - Bilingualism in English and French is preferred for the Montreal customer and operations environment. ## **Education & Certifications:** - Bachelor degree in Business, Information Technology, Operations, Supply Chain, or a related discipline is preferred. Equivalent professional experience will be considered. ## **Why Quadbridge:** **• Invest in Your Future –**Benefit from our RRSP program to help you plan ahead **• Grow With Us –** Take advantage of ongoing professional training and development opportunities. **• Comprehensive Coverage –**A complete health, dental, life, STD and LTD insurance plan **• Top-Tier Equipment –** We provide everything you need to do your best work. **• A Vibrant Workplace –**Join us for monthly social and team building events.**• Bring Your Best Friend –** Our offices are pet-friendly! *Quadbridge is an equal opportunity employer, committed to diversity and inclusion in compliance with the Canadian Human Rights Act and Employment Equity Act. If you require accommodations under the applicable Canadian laws during the interview process, please inform us, and we will ensure your needs are met* ## **Work Schedule:** Monday to Friday, 8:30 a.m. to 5 p.m. Full-time, permanent, Hybrid **Salary Range:** $70,000 to $80,000 plus bonus **Application Deadline:** Applications reviewed on a rolling basis. *This posting is for an existing vacancy.*