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IT Client Manager

Job Description

The Client Manager maintains customer relationships and acts as the main champion for key customers within Ubisoft. He helps operations and projects teams focus their efforts on the right issues, in line with client expectations and priorities. He is responsible for following up on project statuses and reporting on incidents and requests.

The main responsibilities and routine tasks of the IT Client Manager are to:

• Act as major point of contact between the client and technical teams to manage priorities and ensure deliverables are met; Act as the main point of escalation. Promote client needs and drive change according to priority
• Maintain complete understanding of client portfolio, including day-to-day operations needs, usage of existing systems/services, ongoing projects and IT grievances. Act as a bridge between domains and regions for all client needs (client-centric approach, not domain- or region-centric)
• Assess client's satisfaction and work to improve the relationship by :
  • providing counsel, visibility and consistent results to clients;
  • remaining up-to-date on clients’ reality and constraints;
• Maintain and regularly provide status updates on GNS initiatives (Change Management, Incident Management, GNS Service Model and calculation of Service Fees, etc…) where they impact clients
• Act as client manager for planning and delivery of support;
• Promote department and share with Direction other development opportunities.
• Manage the communications with his clients during emergencies and crisis;
• Negotiate and document support needs and service level objectives;
• Coordinate with project managers and operations team to ensure customer expectations are met;
• Recommend improvements to existing support processes;
• Propose, plan and implement internal initiatives to improve client communication and provide greater visibility into GNS initiatives;
• Supervise creation and delivery of customer facing weekly incident reports;
• Work closely with the Project Managers and Operations Managers to resolve major issues;
• Coordinate site visits for assigned clients (both to client sites, and client visits to GNS), and ensure that agendas are defined and adhered to
• Carry out all other related tasks

Qualifications

• College diploma in information technology, or equivalent experience
• ITIL certification
• 5 years of experience in IT support within a large organization
• Excellent customer service skills
• Excellent communication and writing skills
• Integrity and trustworthiness
• High Analytical and problem-solving skills
• Good interpersonal skills
• Proactive and autonomous
• Ability to multi-task and prioritize
• Ability to make complex information accessible
• Ability to work under stress
• Very good written & spoken English and French

Additional Information

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.

Company Description

At Ubisoft Montreal, a preeminent developer of video games located in Montreal’s dynamic Mile-End neighbourhood since 1997, we offer a work environment unique in the industry for allowing you to build and cultivate games that are part of critically acclaimed, iconic AAA franchises of international repute.

When you join Ubi Montreal, you enter a community of passionate, extraordinary developers connected by their need to innovate, to be creative and to work with the latest technology. You’ll discover a world where employees enjoy constant career advancement, a supportive learning environment, and competitive compensation packages.