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Client Solutions Lead


This is a Full-time position in Toronto, ON posted June 11, 2019.

About SHIFT SHIFT started 18 months ago, received venture funding and is now growing quickly.

This is an incredibly unique opportunity to join a high growth company at the earliest stages to help us scale.

You will be learning from a seasoned team, make significant contributions from day 1, have ample opportunity for growth and advancement and most importantly, make a difference to many individuals with our powerful products.

The Client Solutions Lead will play a key role in our tight-knit Customer Success team and work closely with a co-founder and Head of Customer Success as well as our Product team.

At SHIFT, we are building digital tools to help people everywhere work better, together.

Today’s interactions happen in teams and teams and organizations with great cultures perform better and have employees who are happier, healthier and more engaged.

SHIFT’s deceptively simple tools allow managers & leaders to easily put in practice the best practices recommended by the likes of Google, Pixar and Harvard.

In less than a year, SHIFT has been used by hundreds of teams and by over two dozen publicly traded companies including Dow DuPont, ExxonMobil, Zendesk, Mozilla, DocuSign, Dolby, McKinsey & Company and many others.

The Role We make an impact by deploying well designed digital programs to improve teams and culture.

You will be at the center of helping companies execute large-scale transformations that are critical to their survival and success.

You’ll lead >10,000 user programs/deployments.

Our clients are Fortune 500 companies undergoing massive transformation programs and we support them from inception to execution.

At our stage of growth, you’ll also be an active problem solver to build out our ‘playbook’ for how we deploy, support and expand within clients.

You’ll work daily with a co-founder & Head of Customer Success and our Customer Success and Product Teams.

What you’ll do: Take ownership of our impact to ensure our large clients love our tools and succeed in their programs.

Advise senior clients on how to design, deploy and ultimately succeed at the digital part of their team effectiveness or culture change programs.

Project manage large deployments to tens of thousands of users in an enterprise, from set-up through pilot phase and full deployment.

You’ll be with them every step of the way, including customizing tools and templates as needed and running trainings/Webinars on how to use the tools effectively.

Problem solve our playbook and methodologies for how to deploy our tools.

You won’t inherit the playbook but you’ll literally write it for the next 5 people we’ll hire in this role.

You’ll work with the CS team to understand the current state, explore best practices, trial with clients and adjust.

Build relationships with and deeply understand our clients and users so you can a) channel back improvement ideas, b) ensure our solutions work, c) build champions for SHIFT who will recommend and endorse us.

Drive long term revenue within existing clients by expanding user base, ensuring cross-usage of tools and identifying adjacent opportunities.

Run special projects and trials to prove out better ways for clients to use us.

You You’ll be at the center of a Venn diagram of: builds great relationships, solves tough (and highly ambiguous) creative problems, loves scrappy & entrepreneurial environments and cares deeply about culture and talent.

You Should Have: A scrappy, entrepreneurial approach (you see problems as opportunities and would rather build than read the handbook) Great client relationship skills (both warm and fuzzy so they love you and smart with advice so they respect you) Creative and analytical problem solving skills (you’ll figure out new ways to do things where there is little precedent or data) History of taking complicated problems, finding implementable solutions and seeing the implementation through to the end from the higher level strategy down to the nitty gritty details Experience in one or more of: a top consulting firm, a client facing role in a SaaS startup or functional experience with team effectiveness, talent or culture change.

A team player; we all do what is needed to succeed.

That includes making a sexy growth strategy and it might mean pushing a 59 page legal agreement on IT security through a procurement department.

Have a growth mindset and be excited to improve yourself and ready to receive the gift of growth oriented feedback.

You’re excited to learn and explore new areas of expertise, and to grow with the role and with SHIFT.

Must be located in Toronto.