Senior Client Engagement Manager

Waterloo/ Toronto/ Hybrid
Customer Experience /
Full-time /
RouteThis is a Waterloo-based B2B software company whose time has come to level up! We’re on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

As the Senior Client Engagement Manager, you will be responsible for ensuring the successful implementation of RouteThis solutions within our clients’ environment. The successful candidate will be able to translate business needs into technology-based solutions and ensure strong adoption among end users.  We are looking for someone who is knowledgeable and experienced with the management of large enterprises through software implementation.  The scope of implementation activities includes process discovery, client education, consultation on implementation practices, project management, change management, and client relationship management.  You will become an expert in the use and implementation of the RouteThis solutions. 

We care deeply about our client’s success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day.

In this role you will:

    • Act as a trusted advisor for the Client gaining an understanding of their business requirements, key motivators and business goals to align our solutions to solve those problems.
    • Design implementation and change management programs that can be managed and inherited by the Client.  
    • Lead planning and management of multiple enterprise client implementations concurrently.
    • Project manage client implementations, client timelines, and deliverables and act as SME to ensure successful implementations.
    • Work closely with internal resources to customize and configure the solution to client specifications.
    • Partner with sales and Clients manager to develop an executable plan that accounts for both the functional and technical work of the project.
    • Enthusiasm, flexibility, and a commitment to quality and client service are essential. 

What you bring to the table:

    • Substantial and multifaceted expertise in implementation, project management, change management, and business analysis.
    • Experience delivering adoption programs with enterprise clients.
    • Ability to understand and translate business needs into technology based solutions.
    • Ability to manage stakeholders at all levels of an organization.
    • Proven results in a consulting environment as a Functional Led.
    • Ability to deal with and resolve client business issues.
    • Superior communication skills and attention to detail. 
    • Experience engaging and communicating with stakeholders and subject matter experts

Who we are: 
RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve connectivity issues -- or help customers to solve them themselves before even needing to call.

We are headquartered in the Waterloo Region and our clients are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!

Why RouteThis?

Opportunity: As a rapidly evolving startup, we’re constantly facing new challenges and opportunities, and prefer to promote from within. By working with us, you can jumpstart and shape your career.

Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.

Fun: Regular social events, lunches, and happy hours are all part of our culture. We never forget that work should also be fun.

Perks & Benefits: We offer great perks including competitive salaries, stock options, extended holiday weekends, parental leave, and a comprehensive benefits package.

Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.