About the Role
You will own the customer implementation from the moment a deal is closed through successful go-live and handoff to Customer Success. Act as the primary point of contact between Sales, Partners, Technical teams, and the customer by planning, coordinating, and driving all deployment activities. Lead kickoff meetings, manage project timelines and risks, oversee customer training, and ensure a seamless implementation experience while providing Level 2 support for complex deployment issues when needed.
About CDWare
CDWare is a hyper-growth fleet management software company expanding into new sectors and markets across North America. We develop vertically specialized software for industries where operations are critical.
What You’ll Do
- Coordination with sales — Ensure we get the relevant information upfront to properly scope, plan, and execute projects.
- Collaboration with resellers — Work closely with resellers, bring them up to the expected level per agreements, and follow up as needed. Resellers carry their own responsibilities within the process, but ultimate accountability for making sure everything is delivered as planned rests with the project manager.
- Kickoff meeting management — Lead client kickoff meetings in a structured and effective way.
- Deployment management — Coordinate and execute deployments. Keep the project on track: document progress, manage priorities, and maintain an up-to-date view of milestones and ongoing tasks.
- Technical implementation — Carry out the technical tasks tied to projects. Receive client data, validate it, and prepare it for integration into systems.
- System mastery and troubleshooting — Know the solution in depth to answer clients’ detailed questions and untangle sometimes complex situations. Know when to resolve something yourself versus when to bring in the right people — and when a situation needs to be escalated, know how to communicate it clearly and follow it through to resolution.
- Listening and anticipation — Read between the lines: understand clients’ realities and needs, even when not clearly stated. See issues coming before they become problems and propose the right solutions.
- Client training — Run training sessions that stay engaging. Pace the time spent on each topic to cover everything planned while leaving room for client questions and points raised. Regularly check that people are following along — not just at the end. Stay attentive to group dynamics and adjust approach on the fly as needed.
- Level 2 support — Take on complex cases escalated by L1 support, whether from clients or resellers. Coach and guide L1 support agents so they’re better equipped to handle similar situations in the future, and step in directly to resolve the issue when needed.
What We’re Looking For
- Experience in project management, deployment, or client implementation (SaaS, B2B software, or similar technical field).
- Ability to coordinate multiple stakeholders at once (sales, resellers, clients) without necessarily having direct authority over them.
- Technical aptitude, ideally with geospatial/geomatics data — validating and preparing data for system integration.
- Experience leading meetings and client training sessions.
- Strong troubleshooting and client communication skills, written and verbal.
- Ability to manage relationships with external partners/resellers and enforce accountability.
- Experience in level 2 technical support or escalation handling.
Nice to Have
- Experience in fleet management, geomatics/GIS, logistics, or field operations.
- Experience coaching or mentoring level 1 support agents.
- Familiarity with CRM/support platforms (HubSpot).
- Bilingualism (French-English).
Why Join Us
Join a company that’s actually going somewhere. CDWare is a dynamic, fast-growing SMB with real momentum — expanding into new verticals and markets across North America, with genuine potential for the people who help build it. This isn’t a role where you execute someone else’s playbook in a stable org. It’s a role where what you build this year shapes what the company looks like next year.
- Grow with the company. We’re scaling fast across North America, which means real opportunities to take on more scope, move up, and build your career alongside the business.
- Group benefits program and insurance. Competitive group coverage from day one.
- Remote-first flexibility. Work from anywhere in Quebec, with hybrid options in Quebec City, Sherbrooke, and Montreal.
- A team that shows up for each other. Annual company offsite, team activities throughout the year, and a culture where the work is serious but the people make it worth it.
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