Assistant Vice President Of Client Success

Bespoke Metricsis a rapidly growing data analytics company dedicated to bringing, data-driven decision making and standardized analytical support to minimize risk throughout the construction supply chain. Founded in 2016 and headquartered in Toronto, we have quickly expanded to over 50 employees and have acquired clients across North America. Our cloud-based subcontractor risk management software platform, COMPASS, is leading the construction sector, focusing on analytical subcontractor prequalification, standardized data collection, and deep integrations with ERP systems that better serve our clients.

About the role:

As the Assistant Vice President of Client Success, you will play a pivotal role in our aggressive expansion across North America. Your primary responsibility will be to ensure the successful onboarding, training, setup, and adoption of COMPASS for new clients. You will be instrumental in delivering value to our customers, driving mutual growth, and transforming them into COMPASS champions. Additionally, you will serve as the main point of contact for technical inquiries from our clients and partners. We are seeking a client-oriented professional with strong communication skills, who thrives in a feat-growing and evolving environment.

The AVP of Client Success is expected to report to our downtown Toronto office 5 days per week, though we do have a flexible work from home policy with the permission of your manager.

Key responsibilities:

• Take ownership of onboarding new clients onto the COMPASS platform, which included meticulous setup, potential coordination with integration partners, and comprehensive client training.
• Maintain regular and effective communication with clients, ensuring their evolving needs are met and their expectations are exceeded. This will involve phone calls, emails, video calls (such as product feature guides and training webinars), and documentation, to support client success.
• Collaborate closely with the Product team to articulate client needs in the North American market, providing valuable input on user flows, features, and bug reports.
• Successfully manage the implementation of large initiatives for clients of varying sizes.
• Strive for high client satisfaction by deeply understanding clients, their motivations, needs, and developing effective strategies to ensure their success.

Your qualifications:

• Minimum of 2 years’ experience in a Client Success / Client Onboarding role.
• Experience in the construction and/or software industry is a plus.
• A university/college bachelor’s degree.
• Proficiency in MS Office, G-Suite, and web-based CRM (e.g., Salesforce)
• Exceptional written and verbal communication skills.
• Resourceful problem solver with the ability to navigate complex issues involving multiple stakeholders.
• Ability to thrive under pressure, prioritize effectively, and handle high volumes of Clients and partners inquiries.

What we offer:

• Early entry into a high-growth business with strong expansion plans for North America.
• Transparent communication about company vision, strategy and roadmap.
• Opportunity to manage relationships with large General Contractor companies in the construction industry.
• Vibrant and inclusive company culture with flat hierarchies and streamlined decision-making.
• Flexible vacation days.
• High level of responsibility, granting you the freedom to take necessary actions to grow the business.
• Health and Dental benefits.
• Regular company and team events.
• Diverse team composition with a wide range of nationalities and work experience.

We are committed to providing an accessible, equitable, and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require accommodation please let us know, we will work with you to meet your needs.