Consultant, Client Experience

Job Description Job Title: Consultant, Client Experience Job Location: Remote: Alberta or British Columbia Compensation The position is a full time, salaried position. Compensation is expected to be between $75,000.00 - $90,000.00 commensurate with skills, experience, and abilities. Company Profile IX Solutions is a trusted IT partner, connecting people with technology tailored to meet their business needs. We help our clients effectively leverage modern technology and embrace digital transformation to achieve their critical business outcomes. Ultimately, we’re here to inspire innovation — for our customers and our people. For us, that means inviting ambitious individuals to the table — those who are primed to push the envelope — and fostering an imaginative environment for them to thrive. Why? Because we believe when you bring visionaries together with a genuine drive to do better and give them transformative technology as the toolkit, the possibilities and potential for your business become boundless. Position Summary This role is ideal for an individual passionate about leveraging technology to drive customer success within a collaborative, customer-centric culture at IX Solutions. The Consultant, Client Experience will deliver exceptional service to clients, both proactive and reactive support, ensuring a positive client experience and fostering strong client relationships. This role involves remote and onsite IT support and technical implementations. The Consultant, Client Experience collaborates with client stakeholders, other technical consultants, vendors, Client Leads and Account Executives to deliver proposed technical solutions and services that accurately address and align with the client’s business requirements. This role includes acting in a mentorship and escalation capacity for less-senior consultants, and involves reviewing managed services reporting and performing peer-review to ensure well-rounded and well-informed recommendations are made to clients. The position reports to the Manager, Client Experience. The position works 40 hours per week, with business hours being 8:00am to 5:00pm PT/MT, Monday to Friday. There is a requirement for after-hours work including scheduled afterhours support rotation, time sensitive client requests, and project work. Balancing multiple priorities with deadlines is a requirement. IX Solutions is committed to helping employees grow and develop within the organization, so the responsibilities below may be adjusted periodically to align with employee goals or aptitudes while supporting overall business objectives. Is This Position A Fit For You? This position is a fit for you if you: Possess generalist skills with expertise in Microsoft 365 and Azure. Care about best practices. Take ownership of your work and demonstrate a strong commitment to follow through on your tasks. Are committed to client success. Can demonstrate a calm demeanor during stressful situations. Excel in translating business requirements into technical needs. Excel in effectively conveying technical information to stakeholders in a non-technical manner. Are skilled at building rapport and enjoy supporting partnerships. Thrive on building and maintaining client partnerships. Are looking for mentorship and opportunities to grow. This is the place for you. What You’ll Do Here Deliver exceptional IT support, and technical delivery services to a broad range of clients. Grow and nurture strong client relationships. Manage and maintain technology solutions built on Microsoft Azure cloud services. Manage and maintain Microsoft 365 productivity and security solutions. Manage and maintain Hyper-V and VMware virtualization solutions. Support Microsoft Windows Server environments. Manage and maintain server, storage, and backup solutions. Manage and maintain network and network security solutions. Manage and maintain Microsoft Defender, Windows, Entra, and related security solutions. Triage issues based on criticality. Monitor our ticketing system, support call queue and participate in our afterhours schedule. Review managed services reporting received from technical teams, polishing and updating as necessary before sending to clients. Advocate for clients in resolving managed services issues, ensuring well-informed recommendations are sent to clients. Coordination of change requests, outage requests, and scheduling of required changes as a result of managed services findings. Provide technical teams with client-specific context in delivery of managed services. Coordinate with the Project Delivery team when new client work is signed or for discussions on unsigned efforts, pre-sales, and unscoped projects. Attend project kick-offs and other relevant client-facing calls. Identify and advocate for new opportunities and solutions with the client and our client Account Executives Advocate for technical excellence and emphasize appropriate urgency in client solutioning. Leverage detailed client knowledge to