Client Experience Specialist - Construction SAAS

Client Experience Specialist - Construction Software

Two permanent, full-time opportunities

About The Opportunity

SRA Staffing is partnering with a growing construction software company to hire two Client Experience Specialists.

Part of a larger software conglomerate, our client provides a cloud-based construction ERP platform that helps businesses manage accounting, financial reporting, and operational workflows. These opportunities are driven by business growth and existing employees advancing into other roles within the organization.

You will help clients troubleshoot issues, learn the application, and confidently manage their day-to-day work. This role is well suited to someone who combines accounting fundamentals, SaaS knowledge, technical aptitude, and a patient, engaging approach to client service.

Compensation & Work Arrangement

• Expected base salary: $70,000-$80,000 CAD, depending on experience and qualifications.
• Performance bonus: Up to an additional $8,500 annually - an annual component of $2,500 plus up to $1,500 per quarter, based on company and employee performance.
• Benefits: Full benefits, with stock participation available after six months.
• Time off: Three weeks of vacation plus six PTO days.
• Employment: Permanent, full-time; 37.5 hours per week.
• Location: Remote-first within Ontario, with roughly a couple of days per month at the Markham office and attendance at team events. GTA-based candidates or those within convenient travelling distance are preferred.
• Work authorization: Candidates must be legally eligible to work in Canada without employer sponsorship.
  
  

Key Responsibilities

• Develop strong knowledge of the application and the business workflows it supports.
• Investigate and resolve client issues, asking effective questions and identifying possible causes.
• Apply accounting knowledge to understand financial transactions, processes, and reporting questions.
• Train and guide users by phone and online meetings.
• Support a broad range of users, including accounting staff, controllers, construction administrators, project managers, superintendents, and executives.
• Communicate clearly, manage expectations, and follow issues through to resolution.
• Collaborate with colleagues and escalate complex issues with clear supporting information.
• Document solutions and improve knowledge-base articles, training materials, and support processes.
• Manage multiple requests and priorities in a fast-paced environment.
  
  

Qualifications

• 3-5+ years of customer support experience, ideally supporting SaaS, ERP, construction, accounting, or other business software.
• A strong understanding of SaaS applications and the ability to help users navigate software, troubleshoot issues, and understand business workflows.
• A solid understanding of accounting fundamentals, including debits and credits, assets and liabilities, and common financial workflows.
• The ability to explain accounting concepts clearly and apply that understanding to client questions.
• Strong technical aptitude and motivation to learn new software.
• Excellent written and verbal English communication, active listening, and interpersonal skills.
• Confidence guiding users through tasks by phone and online meetings.
• Strong problem-solving and conflict-management skills.
• A patient, empathetic, and professional approach to client service.
• Strong organization, follow-through, and ability to manage competing priorities.
• A self-motivated, collaborative approach.
• Bachelor’s degree or college diploma.
  
  

Candidates combining accounting education or hands-on accounting experience with strong customer support experience may also be considered, provided they demonstrate SaaS familiarity and technical aptitude. A CPA designation is not required.

Assets

• Experience supporting construction ERP or accounting applications.
• Experience in construction administration or construction accounting.
• Experience creating user documentation, training materials, or knowledge-base content.
  
  

Why Consider This Opportunity?

Join a growing software business that promotes from within and offers opportunities to develop product expertise, strengthen your client-facing skills, and build a career in construction technology. You will work with a collaborative team while benefiting from a remote-first arrangement and the backing of an established software organization.

How to Apply

Please send your resume to Mahesh Pandikonda at MaheshP@srastaffing.com, using Client Experience Specialist as the subject line. Include a brief overview of your accounting knowledge and relevant customer support experience.

SRA Staffing and our client are equal opportunity employers committed to diversity, accessibility, and inclusion. Accommodations are available upon request throughout the recruitment process.

AI may be used to support the screening, assessment, or selection process for this role.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.