Directeur(trice), soutien client / Director, Client Support

  • Full-time

Company Description

With 40 years of expertise, LGI Healthcare Solutions develops technological software for the healthcare network. We specialize in providing solutions for clinical, financial and material management, performance and analysis, and workforce management, which includes payroll management. Innovation is at the heart of our activities and we partner with our customers to solve crucial issues and ensure the well-being of patients and all members of the health sector. Today, our solutions support 320,000 healthcare professionals and over 6 million patients.

At LGI Healthcare Solutions, we value diversity and equal access to employment for all. Should you require specific assistance during the recruitment and integration process, don’t hesitate to let us know. It will be our pleasure to accommodate you while respecting the confidentiality of your personal information.

Job Description

Are you looking to advance your career by joining a team of passionate and motivated professionals who bring their talents to the healthcare system? 

Dare to take the leap and realize your full potential with us in an inspiring and dynamic environment that values flexibility, teamwork, learning, and excellence.

What will your days be like at LGI Healthcare Solutions? 

In this role, you will be responsible for leading the customer support team with a constant focus on putting the customer at the center of the team's concerns. You will be responsible for ensuring that the company's support commitments and obligations are met and that customer satisfaction targets and performance indicators are achieved.

In addition to listening attentively to customer needs, you will be responsible for implementing best practices in customer service and continuous improvement, while ensuring employee involvement and commitment.

How will your contributions be showcased?

Team management :

  • Lead, motivate, and support the development of the team to deliver excellent customer service in collaboration with the departments involved;
  • Create and maintain a stimulating work environment by encouraging performance, the development of expertise, and mobilization;
  • Support the management team in achieving its objectives;
  • Ensure rapid and effective integration of the customer support component of new acquisitions (growth);
  • Represent the Customer Support team at management meetings and ensure strong cross-team collaboration.

Continuous improvement

  • Propose and implement best-practice work methods while ensuring rigorous follow-up of results;
  • Propose and implement work tools to improve efficiency and the customer experience;
  • Establish and monitor performance indicators to determine, with the team, the achievement of objectives and opportunities for improvement in customer support;
  • Guide and support the team in standardizing procedures for all customer service teams;
  • Maintain an effective system for managing service quality, incidents, and complaints to ensure optimal responsiveness to potential customer issues.

Customer relations :

  • Ensure compliance with contractual service level agreements for the handling and resolution of external customer support requests; 
  • Responsible for operational communications and interventions with customers in problem-solving situations, and ensuring follow-up afterward;
  • Limit the effort required by the company's customers to obtain the assistance and resolution requested;
  • Ensure efficient, courteous, and personalized service to external customers, demonstrating the commitment and talent of the team.


What you will bring to LGI Healthcare Solutions to succeed in the role:

  • Bachelor's degree in management, engineering, information technology, or related field;
  • Management, leadership, and performance training an asset;
  • 5-10 years experience in personnel management;
  • 5-10 years experience in customer support for B2B software solutions;
  • Experience in best practices and implementation of customer service tools;
  • Knowledge of Microsoft Dynamics 365 Customer Service, an asset;
  • Knowledge of best practices and key performance indicators for technical support and customer service;
  • Ability to build and maintain effective partnerships with various internal and external organizations;
  • Rigorous, analytical, process-oriented, operational efficiency and continuous improvement;
  • Experienced manager with leadership and management style that is structured, humane, and team-oriented.
  • Excellent organizational, communication, change management, and interpersonal skills;
  • Focus on customer satisfaction and customer experience;
  • This position must be bilingual as the candidate will be responsible for working with documentation in both French and English and communicating, orally and in writing, with both French-speaking and English-speaking partners/clients/suppliers/colleagues.

Additional Information

Here are the many benefits to ensure your personal and professional well-being as well as financial health:  

  • Remote, in-office, or hybrid work, with the option of flexible hours to promote balance and performance 
  • Group insurance plan and group RRSP with employer participation in effect from day one 
  • Minimum of 3 weeks vacation + 5 days personal leave per year 
  • Access to a telemedicine service and a complete assistance program for all employees and their family 
  • Financial contribution to your training and professional development 
  • More than 40 years of expertise in the health IT field opens the door to many career opportunities 
  • Projects integrating Agile methodology 
  • Employee discount program  
  • An organizational culture rooted in the values of courage, determination, excellence, and collaboration around which we come together to develop technology solutions for the healthcare field. 

If you are interested in this position, we would be very happy to tell you more about the role, the team, and life at LGI Healthcare Solutions.  

Apply now!

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