A Little Bit About Us:
Certn is a growing global technology company that’s revolutionizing background screening and reinventing the way businesses build trust. We’re proud to be backed by over $114M in funding and have been named Deloitte Canada’s second-fastest-growing company on the Technology Fast 50..
Who are Certonians?
We’re soccer players, DIY creators, spicy food lovers, karaoke superstars, wine connoisseurs, and so much more! We are a team of 400+ people currently living the dream at Certn and we’re looking for more team members to level us up. If you’re excited about working with a group that values accountability, working collaboratively across time zones, being inclusive of different perspectives, and approaching problems with compassion and empathy – we want to hear from you!
The Opportunity:
We’re looking for a Manager, Customer Solutions reporting directly to our VP, Customers. In this role, you’ll be responsible for leading Certn’s global Customer Solutions team, ensuring a deep understanding of customer needs and guiding them through sales, onboarding, and technical integrations.
To excel in this role, you’ll need to leverage your exceptional technical acumen and strategic vision to influence our solutions strategy and shape product enhancements. Your leadership skills will be key in managing a global team, supporting solutions consultants and customers alike, and ensuring successful outcomes for complex configurations and integrations. You are a strategic thinker, a tech-savvy leader, and a customer advocate with a talent for seamless integration and problem-solving.
How you’ll have impact:
Here is what our VP, Customers has to say: “I’m excited to bring this new role into the business to lead our customer solutions team globally. There’s a great opportunity to work with our regional sales and customer teams and build an exceptional global service model for technical customer interactions and integrations” - Taylor Martin, VP Customers
As our Manager, Customer Solutions you can expect to:
Team Leadership and Management:
Lead and manage a team of Solutions Consultants and Technical Account Managers
Provide guidance, coaching, and mentorship to team members.
Set clear goals and expectations, and monitor performance.
Customer Engagement & Relationship Management:
Collaborate with Customer teams to engage with potential and existing clients and design tailored solutions that address technical configuration challenges and integration opportunities.
Serve as a point of escalation for integration and partnership issues with key clients.
Develop and maintain strong relationships with customers/partners, serving as a trusted advisor and proactively identifying opportunities for account expansion and retention.
Strategy Development and Implementation:
Technical Expertise and Documentation:
Create, update and maintain technical documentation related to API and ATS, and Statements of Work
Act as the resident expert on all aspects of Certn's API, including internal technical project management, providing valuable feedback and key learnings to the product team to inform product updates/enhancements, and leading the prioritization of API enhancements to drive continuous innovation and excellence.
Stay updated with industry trends, best practices, and competitive landscape, and leverage that knowledge to provide strategic recommendations to customers/partners and contribute to the development of Certn's API roadmap.
We're hoping you will bring:
Proven experience with technical solutioning and/or customer engineering
Hands-on experience with middleware, integration architecture patterns, and APIs
Experience in the SaaS industry
Experience managing a team as a People Leader
A consultative approach to problem-solving and the ability to manage customer expectations
Problem-solving mindset, capable of organizing and creating logical approaches to find solutions to complex problems
Ability to look beyond the obvious to understand the root cause of problems
Excellent written and verbal communication skills, able to simplify complex topics in a friendly and approachable manner
Flexible and able to juggle multiple priorities and projects (internally and externally) in a fast-paced environment
Ability to learn quickly and take on challenging new projects
The following will be considered an asset:
Completion of post-secondary education in a relevant field (ideally at the Bachelor's Degree level), though a combination of other post-secondary education coupled with relevant experience will also be considered
Demonstrated leadership experience in the HR technology (SaaS) and/or the background check industry.
Why choose Certn for your next career move?
At Certn, our mission is clear: we're committed to creating an exceptional workplace that meets your needs and career aspirations. To achieve this, we're continually seeking your input, exploring industry best practices, and introducing innovative initiatives and improvements in our work environment. Our aim is for each of us to finish every day with a sense of pride in being part of the Certn story!
Some of the benefits you can expect at Certn include:
Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we’re creating a workplace that’s respectful, inclusive, and free from barriers — a place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.
Note - If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.
Just so you know…the selected candidate will be required to complete a background check. This means you’ll get to see first hand what we do (and trust us, we do it REALLY well)!
Compensation Range: CA$106K - CA$132.5K