Customer Success & Implementation Specialist at DDS WIRELESS INTL INC. – Vancouver, British Columbia

About DDS Wireless

DDS Wireless International celebrates 38 years as a leading provider of transportation industry solutions. We are an innovative developer of software as a service (SaaS) products and services for the School Buses, Transit and Taxi markets and a market agnostic product called Scheduled Routes. We have a global presence with offices in Vancouver, Redmond, Washington, USA and Oxford, UK.

About the role

DDS Wireless is seeking an experienced and customer-focused professional to join our team as Customer Success & Implementation Specialist. In this role, you will be responsible for all Customer-facing activities and functions which include Customer support for our SaaS products, Customer training, onboarding and driving engagement and retention, supporting account growth initiatives, and ensuring the delivery of high-quality technical support and customer service throughout the entire customer journey. This role requires the applicant to work from the office 4 days week.

Reporting directly to the Director of Customer Success & Software Development. This role will serve as a key liaison between clients and internal teams, ensuring high-quality delivery, strong adoption, and long-term customer satisfaction.

Responsibilities

Configure and deploy SaaS solutions based on client requirements, workflows, and business objectivesDeliver high quality customer experience by acting as the primary point of contact during onboarding and implementation.Build strong client relationships and support customers in achieving their desired outcomes through effective product adoptionContribute to maximizing customer retention and long-term value through positive onboarding experiences and ongoing support.Deliver engaging training sessions (virtual and on-site) and provide clients with best practices to effectively use the platform.Support clients post-go-live with regular check-ins, troubleshooting, and continuous guidance.Collaborate closely with cross-functional teams including Product, SWQA, Sales, and Support to ensure successful implementationsAssist with integrations, data migration, and system configuration while ensuring accuracy and efficiencyTroubleshoot technical and operational issues during implementation and escalate when necessaryMaintain clear and detailed documentation of client requirements, configurations, and implementation processesContribute to continuous improvement by identifying process gaps, suggesting optimizations, and supporting automation initiativesParticipate in product testing and provide feedback to enhance usability and customer experiencePerform Smoke test on customer setups to ensure the success of new deployments, new software releases and upgradesMaintain and manage the customer data, call logs and knowledge base in SalesforceImprove efficiencies through process initiation and optimizations, implementation and utilization of systems and technology, and automation

Qualifications

DDS Wireless International values diversity, equity, inclusion and belonging we invite applications from all qualified individuals regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. DDS Wireless International provides accessible candidate experience. If you need any accommodation throughout the interview process, please let us know.

Working At DDS Wireless

We offer an attractive and competitive compensation package which includes a comprehensive benefits package, bonus plan, combined with variety, challenge and scope to the position to develop your career in this fast-moving international organization.

*Applicants must have legal authorization to work in Canada in which the position is based with no restrictions and ability to travel to the US without visas.

*All positions require background screening.

We thank all who apply; however we will only be in contact with those considered for an interview. No phone calls or Employment Agencies contact please.