Job Description

Location:

Burlington, Ontario (4 days in office)

Compensation:

$95,000 + bonus (Total Earning Potential $140K)

About CCi Global Technologies:

Founded in 2006,

CCi Global Technologies

is a leading SaaS and DaaS solutions provider focused on connecting industry systems to deliver optimized insights and measurable performance outcomes. With operations in three countries and a growing global footprint, CCi empowers clients through innovation, data intelligence, and seamless integration of technology solutions that drive profitability and performance.

Position Overview:

The

Senior Customer Service Manager

will play a pivotal role in managing CCi's enterprise client relationships and leading the Customer Service Representative (CSR) team within our call centre. This role focuses on client engagement, operational excellence, and ensuring consistent delivery of CCi's contracted SaaS and DaaS solutions. The ideal candidate is a proactive and analytical leader who thrives on building long-term client partnerships, driving retention, and uncovering opportunities for growth.

Key Responsibilities:

Client & Enterprise Account Management

Lead day-to-day communication and strategic relationships with enterprise-level clients. Partner with the Business Development team to manage contract renewals and identify account growth opportunities. Oversee implementation and delivery of enterprise-level contracts, ensuring client expectations are met and exceeded. Handle high-level escalations from end users within enterprise accounts, ensuring timely and professional resolution. Create and send ad-hoc reports based on CCi's SaaS and DaaS solutions as required by clients or leadership.

Team Leadership & Performance Management

Oversee the Customer Service Representative (CSR) team within the call centre, focusing on KPI metrics, client satisfaction, and operational effectiveness (non-HR responsibilities). Guide the team in maintaining service excellence standards and consistent communication practices. Monitor client-related KPIs and create actionable insights for process improvement and performance optimization.

Client Engagement & Industry Representation

Conduct client meetings both in-person and virtually to review performance, discuss strategy, and maintain strong relationships. Represent CCi at key North American industry events, building brand presence and networking with potential partners. Create and deliver presentations during industry events or client-facing engagements, showcasing CCi's solutions and industry expertise.

Qualifications & Experience:

7+ years of customer service or client success experience, with at least 3 years in a management role. Experience managing enterprise-level accounts within a SaaS, DaaS, or technology-driven organization. Proven track record of driving client retention, renewals, and growth opportunities. Strong understanding of performance metrics, data-driven decision-making, and client reporting. Excellent communication and presentation skills, both written and verbal. Ability to manage multiple priorities in a fast-paced environment. Willingness to travel across North America for client meetings and industry events (10-20%).

What We Offer:

Competitive compensation package. Dynamic and collaborative work environment. Opportunity to represent an innovative technology company in a rapidly growing market. Career development and advancement opportunities within a global organization.
Job Type: Full-time

Pay: From $95,000.00 per year

Benefits:

Casual dress Company events Dental care Disability insurance Life insurance On-site parking Paid time off Vision care
Ability to commute/relocate:

Burlington, ON: reliably commute or be willing to relocate with an employer-provided relocation package (required)
Experience:

SaaS: 2 years (required) Account management: 5 years (required)
Work Location: In person