Client Solutions Consultant

Shift (Digital Tools)

Toronto, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/08/2021
  • Website: chooseshift.com
  • Company Address: , New York, NY

About Shift (Digital Tools)

We are building digital tools to make work better.

Job Description

About SHIFT 
SHIFT is on a mission to help teams collaborate and perform better. 
 
We build a full suite of breakthrough digital tools to help every team, leader and team member to learn, grow and succeed. We understand how to help build cohesion, trust, chemistry and communication, and we build this into our products. With our powerful diagnostics, AI-driven coaching, virtual conversation guides, habit builders and more, SHIFT is revolutionizing how teams, leaders and organizations improve and thrive.
 
Our tools have never been in more demand. Organizations around the world are navigating extreme disruption and upheaval. Sudden and sweeping shifts to remote work, emerging hybrid working models, and the adoption of new ways of working are having profound impacts on teams.
 
SHIFT’s clients include some of the world’s most respected Fortune 500s, like Roche, Ovintiv and Vanguard, and tech giants like Netflix and Airbnb. We’re on a mission to keep serving their teams and to expand to any team who needs us. We’ve been featured in the Harvard Business Review, at global tech conferences and on countless leadership podcasts, as we seek to democratize the art of winning and healthy teams.
 
The Role
 
You will be joining our very small Client Solutions (CS) team at a highly entrepreneurial time as we are testing, iterating and expanding on how we best help clients breakdown and solve their core business challenges. There is no clear playbook; our product has evolved this year, and because of this, we’re continuing to reframe and rebuild how we can best help clients deploy solutions that address their complex needs. You will help build the practices our next hires follow.
 
You will work hand in hand with our Fortune 500 leaders to understand their challenges, identify how our products can support their goals and deploy complex solutions. Along the way you will also leverage your passion for teams, culture change and deep understanding of client feedback, to champion key improvements to our product.You will be critical to ensuring ongoing revenue growth through the expansion of client usage and retention.
 
You will not only be on the front lines of conceptualizing and delivering high value deployments to our clients, but you will be an internal champion for ensuring exceptional client experiences through the continuous improvement of our CS processes, and feeding insights back to our Product Team.
 
Please note that this is an indefinitely remote role due to COVID-19 restrictions, with the possibility of returning to an office setting in Toronto when feasible.
 
You
We are looking for a highly organized, self-starting individual with a professional services background in consulting or other relevant client facing positions. You are able to actively listen, break down complex problems and identify creative solutions, all with razor-sharp focus on the details. You derive a substantial amount of professional satisfaction and energy from making certain that clients have exceptional experiences - you go above and beyond to make this happen, if needed. 
 
You’re experienced and mature enough to know that working at an early stage startup is anything but glamorous. Startups are constantly in flux, professionally all-encompassing and ripe with failure - in short, they are hard! You inherently know how to navigate these challenges with natural flexibility, grit and humility to become a part of SHIFT’s success story moving forward.

Specifically, you will contribute to SHIFT’s growth by:

    • Project managing client deployments. You will be both leading and supporting the deployment of our tools to thousands of users, from set up to ongoing improvements and renewals. 
    • Driving long term revenue growth. You will engage deeply with clients to understand their problems, suggesting creative and valuable solutions, continuously tailoring SHIFT’s approach to their needs to help ensure renewals and expansions over time.
    • Building high value relationships. You will build trusting, effective client relationships to effectively deploy programs, glean product insights and leverage internal SHIFT champions within large clients. 
    • Writing compelling proposals. You will write proposals to encourage clients to adopt new uses, expansions or renewals based on your deep understanding of clients’ evolving needs. 
    • Supporting pilot programs. You will help structure and roll out thoughtful pilot initiatives tailored to clients’ specific needs. Specifically, you will help demonstrate new use cases, run trials and identify value from SHIFT’s tools to expand client usage. 
    • Being all hands on deck. You are excited to go well outside your day-to-day job description to help SHIFT, our clients and your teammates realize success.

We are looking for someone with:

      • 2 - 5 years of consulting, advisory or otherwise professionally demanding experience. Ideally you’ve worked in a professional services firm focused on consulting/advisory or in a high-stakes environment with little margin for error and quick turnaround times. Experience in CS or large cultural transformations is a nice to have.
      • An aptitude for breaking down problems. You know how to take a complex problem down to basic elements and then reassemble to generate creative solutions.  
      • A knack for building high value relationships. You are naturally empathetic to the struggles facing clients and are able to identify touchpoints to build trust and demonstrate SHIFT’s value. 
      • Exceptionally polished communication. You can digest complicated ideas and information and reorganize into a compelling proposal, impeccably designed Google Slides presentation or Zoom pitch. You are poised and composed whether you’re speaking to a Fortune 500 CHRO or a middle manager using our tools for the first time. 
      • A notorious love for planning. You are always one step ahead of your responsibilities, you keep others in the loop yet can remain flexible as priorities change (and change again!). Formal project management experience or training is welcomed. 
      • A palpable passion for SHIFT’s work. Whether you have some experience or not, the idea of working at an early stage startup (we’re <20 people!) focused on the content of team/culture change really energizes and excites you.
      • An entrepreneurial, yet structured, approach. You want to uncover new and better ways of doing things, but in an organized, efficient way. 
      • A natural sense of urgency. You know that to make big things happen we need to move quickly. And when key milestones are achieved you know how to maintain focus and speed while moving towards the next one.
      • A collaborative approach. We are a tight team who ask for help when we need it, pitch in where we can, and celebrate our joint successes. 
      • A growth mindset. We don’t expect you to have all the answers, but instead, want to work with people who are excited to learn, tap into networks for ideas and expertise, and ask for feedback to keep getting better. 
      • A deep sense of self-motivation. This is an indefinitely-remote role and will require self discipline, ownership and drive to exceed expectations in our current work-from-home setting.
 
This is currently a remote role due to COVID-19 restrictions, with the possibility of returning to an office setting in Toronto when feasible. While remote we offer the option for co-working days when possible given local COVID-19 guidelines. Role is ideally based in the Greater Toronto Area (GTA).
What you’ll get from SHIFT
- Opportunity to gain exposure to all aspects of an early-stage startup.
- Ownership of projects and strategic priorities regardless of seniority in our learning-focused environment.
- Access to a seasoned entrepreneurial leadership team and mentor network to promote personal and professional growth.
- Freedom to independently solve relevant, complex and uncharted business problems
- A chance to build relationships across sectors, functions and time zones in a supportive and people-first environment.
- Competitive annual compensation, including options.
- Generous leave program including vacation, personal days and sick leave.
- Comprehensive health benefits including dental, medical, health spending account, Employee Family Assistance Plan and virtual health care.
- Annual learning grant to support growth and professional development as well as career coaching opportunities. 
- Work from home support during COVID-19, including monthly stipend, virtual events, flexible work schedule. 
 
Our Values
At SHIFT, we embrace and actively cultivate the following values:
 
Own it: We believe that anyone can be an owner and everyone at SHIFT must be an owner. A SHIFT owner is someone who: is willing to set a hard goal that they don’t necessarily know how to meet, will work to achieve that outcome despite inevitable obstacles, will solve the underlying problem vs. ticking a box to complete a task, asks for feedback and thought partnership, and communicates key learnings and their process throughout. 
 
Debate to great: We want the best ideas, ambitious goals and decisions. Almost no idea or goal is the best in its original form. We believe collective problem solving, debate and conflict sharpens ideas, ambitions and decisions into better versions, and can help everyone improve.
 
Ship fast, learn fast: We seek the shortest path to get to better outcomes. This means that we operate with pace and a focus on learning quickly so that we optimize our learning, in service of getting to the right answer in the least amount of time. 
 
Push our potential: We want everyone to be at the edge of their personal learning zone and we believe that most people have more learning capabilities than they know. We will find the opportunities, projects, roles and external resources needed to allow people to continually grow and learn.
 
Teamwork is our foundation: We practice what we preach and have a deep understanding and appreciation for how important strong team foundations like psychological safety, mutual trust and strong communication are. We work hard to provide the space and opportunities needed to foster strong team foundations and we’ll also dogfood our own products regularly to keep us aligned.SHIFT is an equal-opportunity employer and we value diversity at our company. We are not able to offer support with relocation at this time.
 
Diversity, Equity and Inclusion
At SHIFT we are committed to fostering a diverse and inclusive environment where our team members, vendors, contractors and beyond feel valued and supported. We know that our commitment to inclusion and belonging enables us to do our best work overall. We strongly encourage applications from candidates of all backgrounds regardless of race, gender, sexual orientation, marital status, age, citizenship, disability, and national origin. Accommodations are available upon request for candidates taking part in all aspects of the hiring and selection process. Questions can be directed to [email protected]

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.