Title: Spécialiste service client dédié / Dedicated Client Care Specialist (Contract) Location: Montreal QC CA Hybrid Professional Services Contract CORP-565 Job Description: Your team dynamics: **Please note that this contract is for maternity leave replacement** The role of the dedicated customer service specialist is to act as the primary liaison between Genetec and a defined subset of key clients. Your main responsibility is to provide first-class technical support, whether by email, telephone, or on-site, related to all Genetec products (video surveillance, access control, and automatic license plate recognition). You must maintain strong professional relationships with your client group and have a detailed understanding of their work environment in order to provide them with prompt and professional technical support. You must be proficient in Genetec products and troubleshooting techniques, in addition to possessing strong analytical, communication, and organizational skills. Your day at a glance: - Resolve customer technical issues directly by phone and email - Properly log all issues in Genetec's CRM system, Clarizen, and the client's SharePoint site. - Ensure that all reported incidents are handled in accordance with Genetec's service level agreement - Conduct periodic management reviews via conference call for each strategic account - Conduct an annual on-site or remote assessment of the systems of its strategic clients - Conduct regular diagnostic examinations of client systems and follow up with a comprehensive diagnostic report. - Escalate customer issues to higher levels through appropriate channels - Collaborating with field engineering teams, solution architects, or project managers as part of a professional development plan - Write technical documents and articles What makes you an excellent candidate: - Bachelor's degree in computer science, computer engineering, electrical engineering or equivalent experience - Fluency in French and English, both spoken and written (this position requires interaction with our international colleagues and clients) - Excellent oral and written communication skills - Excellent knowledge of Genetec products and a minimum of one year of experience supporting Genetec customers - Excellent analytical and troubleshooting skills for hardware and software equipment - Ability to manage multiple tasks simultaneously, to apply an iterative approach, and to adapt to work priorities Your technical expertise: - Excellent knowledge of Windows 8 and 10 and Windows Server - Excellent knowledge of networking principles and the IP protocol - Experience in computer configuration and troubleshooting related to the Windows operating system - Experience in configuring and troubleshooting networking equipment An advantage if you have: - Knowledge of Spanish or other languages - Experience working with SQL databases - CCNA or MCSE certification This is what we offer! - Attractive compensation package - Training Expense Reimbursement Program - Subsidized meals at our amazing Bistro (Les Cordons Bleus) - Work-life balance thanks to a flexible working schedule - Unlimited free coffee - Free parking space for all employees - On-site training center We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't meet all the requirements, we encourage you to apply – your profile might surprise us! Thank you for your application, but please note that only shortlisted candidates will be contacted. Headhunters and recruitment agencies are not permitted to submit CVs through this website or directly to hiring managers. Your team's dynamic: **Please note that this contract is for the replacement of a maternity leave** The role of the Dedicated Client Care Specialist is to act as the dedicated liaison between Genetec and a defined subset of key customers. Your main responsibility is to provide best of class Technical Support either by email, phone or onsite at the customer's premises across all of Genetec's product lines (Video Surveillance, Access Control & LPR). You must maintain strong professional relations with your customer group and possess in depth knowledge of each of your assigned customer's environments in order to provide professional and prompt technical assistance. You must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills. Your day at a glance: - Respond to customer technical issues received directly by phone and email - Document all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint site - Ensure that all reported incidents are addressed according to Genetec's SLA - Provide periodic management review conference calls with each strategic account - Provide yearly on-site or remote system assessment for assigned strategic customer accounts - Conduct regular proactive system diagnosis of clients' system and follow-up with a complete diagnostic report - Escalate customer related issues through proper channels - Participate in Field Engineering, Solution Architect or Project Management teams as part of a career development plan - Write technical documentation and articles What makes you a great fit: - Bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience - Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers) - Excellent written and verbal communication skills - Excellent knowledge of Genetec products with at least 1 year experience supporting Genetec products - Possesses strong analytical and troubleshooting skills in both hardware and software - Able to multitask, work iteratively and adjust priorities of work Your technical expertise: - Excellent knowledge of Windows 8 and 10 & Windows server - Excellent knowledge of networking principles and the IP protocol - Experience with PC configuration and troubleshooting on Windows operating system - Experience with networking equipment configuration and troubleshooting An asset if you have: - Knowledge of Spanish or other languages - Experience working with SQL databases - MCSE and/or CCNA certification Let's talk perks! - Attractive compensation package - Training Tuition Reimbursement Program - Subsidized meals in our amazing Bistro (Les Cordons Bleus) - Work-life balance with a flexible working schedule - Free, unlimited coffee - Private, free parking for all employees - Onsite fitness facility with personal trainer

• Lead seamless client transitions by partnering with Sales for a highly informative onboarding hand-off at contract signature, and collaborating with Customer Success Managers to ensure a smooth transition to ongoing account management. • Ensure launch readiness by managing, executing, and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients. • Create, maintain, and improve our tools, systems, and documentation related to launch technical operations and overall readiness. • Partner with Customer Success to track overall launch readiness, drive internal teams to deadlines, and evaluate launch success. • Serve as the main point of contact for all cross-functional communications, questions, and issues related to launch technical operations, and liaise cross-functionally to resolve issues. • Collaborate with teams such as Payer and Data Integrations, Customer Success, and Marketing to identify process improvement opportunities and build and refine launch processes, tools, and systems. • Lead customer-facing calls to successfully execute on-time launches. • Support senior members of the implementation team in designing standard operating procedures (SOPs) and creating repeatable processes for new solutions to help the department scale. • Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges.

Role Description The Specialist takes a lead role on projects and uses their Workforce Management (WFM) experience to lead clients and internal resources at every stage of the project. This is a remote position based in England. Duties and Responsibilities - Project delivery - Lead WFM and/or labor productivity projects for clients with the following project deliverables: - Lead specific tasks within the project plan and provide domain expertise to assist other consultants with their respective tasks. - Lead requirement gathering sessions, develop functional or technical design, configure complex requirements in WFM vendor product, implement complex integration components, lead testing effort, provide production support. - Provide direction related to observation activities in a labor productivity engagement. - Lead analysis and development of labor studies. - Select appropriate methodology tools for internal and/or external use on projects. - Create and deliver client-facing presentations with assistance from others on complex topics. - Ensure timely delivery of consultant’s assigned tasks and quality of their deliverables while working on Specialist's domain expertise. - Support Project Manager by highlighting potential project risks in a timely manner. - Demonstrate good understanding of Axsium products (e.g., Opus, Change Management); and be able to identify associated client opportunities. - Client Interaction - Represent Axsium to our clients in the following ways, leading the Axsium team as needed: - Present and always conduct yourself in a professional manner, whether onsite with client or interacting remotely through phone, email, and other online platforms. - Demonstrate the ability to navigate difficult situations in a calm and structured way and seek help if required. - Understand, adapt, and act respectfully within the client’s organization and culture. - Actively guide clients to achieve desired outcomes. - Develop and maintain positive relationships with clients on projects and beyond. - Gain expertise with Axsium service offerings and WFM vendor landscape, and find opportunities for additional work to share with a client. - Provide insight to client on WFM operations or labour productivity and best practices. - Administration - Timely and accurate submission of timecards and expense reports. - Proactively provide notification of availability and adhere to project assignment hours. - Comply with Axsium data security policies and HR (Human Resources) policies. - Communicate clearly, effectively, and in a timely manner with peers, leadership, and all others at Axsium. - Effectively use bench time for Axsium’s improvement and for personal development. - Culture - Act as an ambassador for Axsium culture in personal presentation, commitment, and integrity. - Take personal ownership and accountability for individual ability to positively impact Axsium’s company success. - Obtain and measurably demonstrate increasing knowledge in WFM processes and systems and labor productivity best practices, through training and experience. - Collaborate within Axsium with peers through ASK and other knowledge sharing forums. Qualifications - University or college degree ideally in business, computer science, information systems, or industrial engineering. - Good analytical and problem-solving skills with ability to identify gaps, evaluate, and recommend alternative solutions. - Excellent communication skills with attention to detail, comfortable leading requirement gathering and design workshops, meetings to present findings and make recommendations to client’s project team, senior management and C-level executives through discussion and presentation. - 5+ years of workforce management consulting experience developing and executing workforce management, labor productivity implementations strategies. - 5+ years of experience working with workforce management technologies and vendors including but not limited to labor forecasting, schedule optimisation, time keeping, budgeting and task management, vendor certifications or labour productivity tools and approach such as EAST, MOST, or Standard Pro is an asset. - Deadline driven, confident, open to taking initiative, ability to multi-task. - Excellent organisational and leadership skills. - Ability to guide clients using best practices. - Database experience; SQL, Access, statistical software, and strong Excel capabilities. - Experience working with remote teams. - Ability to travel internationally and domestically. Benefits - Benefits package. - Fitness Reimbursement. - First time office set up credit. - Tuition support. - Flexible working arrangements. - Team support and mentorship. - Casual but professional environment.

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead. At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors. As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment. Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities. The RoleOstro is a specialized business division within Veeva, dedicated to advancing brand engagement for the life sciences industry through AI technology. Veeva Ostro empowers life sciences companies to transform how they connect with the people who need their innovations most. By joining this fast-growing team, you will work at the forefront of leveraging AI innovations to make healthcare information seamless, intuitive, and impactful. We are hiring Implementation Project Managers to join our Client Success team. In this role, you will own complex software implementations from kickoff to go-live, acting as the main bridge between internal teams and external clients to ensure successful, on-time launches. Project lifecycles run on fast-paced 6 to 12 week timelines. What You'll Do - End-to-End Delivery: Manage software implementation projects from kickoff to go-live, coordinating cross-functionally with internal teams (Product, Sales, Support) and external clients to ensure on-time delivery - Risk Management: Proactively identify project risks and propose alternative solutions to keep timelines on track - Configuration & QA: Configure client applications using a no-code flow builder, conduct quality assurance testing prior to release, and prepare annotations for MLR/PRC regulatory submissions - Client Advisory: Maintain clear, consistent communication throughout the implementation lifecycle to guide clients through successful launches Requirements - Portfolio Management: 2 to 4 years of experience managing 5 to 10 concurrent SaaS implementations, using critical path analysis and risk management to keep projects on track - Client Management: Strong communication and organization skills used to guide clients through onboarding, manage stakeholders, and troubleshoot issues - Technical Comfort: Familiar with SaaS platforms and handling one-way system integrations Nice to Have - PMP certification or equivalent - Experience with MLR/PRC regulatory submissions and annotations in pharma or life sciences - Background in healthcare technology or a marketing agency - Experience mentoring or coaching junior project managers Perks & Benefits - Medical, dental, vision, and basic life insurance - Flexible PTO and company paid holidays - Retirement programs - 1% charitable giving program Compensation - Base pay: $80,000 - $120,000 - The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus. #LI-Remote#LI-Associate Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world. Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at talent_accommodations@veeva.com.