Client Success Executive

Objective The Client Success Executive (Inside) is responsible for supporting the management and growth of Shing Digital’s existing client base. This is an inside sales and client support role focused on maintaining strong client relationships, ensuring consistent communication, and identifying opportunities for incremental growth within small to medium sized, high-touch client accounts. This role works closely with senior Client Success Executives, Sales, Administration and Operations teams to support client needs, maintain accurate records in the PSA/CRM, and drive day-to-day client engagement. The ideal candidate has 2–4 years of sales support or inside sales experience, is highly organized, and is comfortable with high activity levels across phone, email, and system updates. Responsibilities • Support management of assigned client accounts to maintain satisfaction and identify growth opportunities. • Execute a consistent outbound communication cadence with clients (calls, email, follow-ups). • Assist in presenting Shing Digital service offerings and coordinating quotes and proposals with internal teams. • Provide responsive, professional client support and escalate issues as needed to ensure timely resolution. • Maintain accurate and up-to-date records of all client interactions, activities, and opportunities in the PSA/CRM system. • Work closely with Client Services, Projects, and Operations teams to stay informed on client environments, service delivery, and ongoing initiatives. • Support ongoing follow-ups on active projects, deployments, and client requests to ensure satisfaction and completion. • Assist in preparing client reporting materials and business reviews as directed by senior team members. • Coordinate internally with sales and technical resources to gather requirements and input for quotes and solutions. • Participate in lead follow-up activities from webinars, campaigns, or inbound inquiries. • Maintain awareness of Shing Digital services, partner offerings, and basic industry trends. • Support partner and vendor coordination as required. • Perform other duties as required to support the team. Success Metrics • Achievement of individual activity and pipeline support targets on a weekly and monthly basis. • Contribution to team-based sales targets and client growth objectives. • Consistent PSA/CRM data accuracy, including activities, opportunities, and client updates. • Activity expectations (inside sales focus): • High volume outbound calls and email touchpoints with assigned clients • Regular follow-ups on quotes, opportunities, and open client items • Support of key KPIs including: • Opportunity creation and follow-through • Quote accuracy and turnaround time • Client responsiveness and satisfaction Qualifications & Experience • 2–4 years of experience in inside sales, sales support, or customer success • Strong communication skills (phone, email, and virtual interaction) • Highly organized with strong attention to detail and follow-up discipline • Comfortable working in a structured, activity-driven environment • Experience working with a CRM or PSA system (Autotask experience is an asset) • Basic understanding of IT services or technology solutions is an asset (training provided) Benefits: • Casual dress • Dental care • Disability insurance • Employee assistance program • Extended health care • Mileage reimbursement • On-site parking • Paid time off Work Location: Hybrid remote in Calgary, AB T2A 6T7

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