Customer-Facing Tech Roles: The Missing Piece
Addressing the gap in customer-facing talent in the Canadian Atlantic’s digital sector.
Project Overview
Updated August 15, 2024
The Problem
Not all careers in tech are technical. While the focus on technical skill development across all parts of our economy has grown, there remains a gap in the digital talent market for customer success, account management and sales skills. These roles demand a unique approach to combine technical knowledge with non-technical skills used to communicate with key stakeholders.
How We Are Solving It
Digital Nova Scotia, in partnership with Uvaro, will lead a short-cycle 12-week training for 100 participants to directly address the gap in customer-facing talent in the Canadian Atlantic’s digital sector. The project will support increasing information and communications technology (ICT) industry labour market demands by supplying the sector with new, diverse talent. The program will emphasize participation from equity-deserving groups to advance EDI within the tech sector across Atlantic Canada. 70% of each cohort will be dedicated to equity-deserving and underrepresented groups including new Canadians, women, persons with disabilities, Indigenous peoples and racialized minorities.
Program graduates will be connected to employers looking to fill customer-facing roles via Digital Nova Scotia’s network of over 340 employers and extensive Canada-wide network, in addition to Uvaro’s 100 employer partners. Participants will also receive a one-year free Uvaro membership for extended access to additional programming and their network. The program’s approach will support employers in finding talent with both technical and soft skills, while securing employment for those looking to enter the tech sector.
The Result
Upskilling, increasing diversity and rounding out the technical skill development are important for filling the gap of customer success and sales skills within Nova Scotia’s digital sector. This project offered training to over 145 participants and placed just under 40 participants in employment or further training for 12 months post-program. Participants also had access to Career Foundations training, which included resume help, interview prep and other support. Overall, the project surpassed its original target of 70% to have 90% of participants coming from traditionally underrepresented groups in the digital economy.
Participants will continue to benefit from their Uvaro memberships until September 2024 to engage in mentorship, 1:1 opportunities and mock interviews to prepare them for employment. Those that had also previously graduated from Digital Nova Scotia’s Skills for Hire Atlantic program now have both the hard and soft skills necessary to succeed in the tech sector.
Project Lead
Project Partners
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“Digital Nova Scotia is unwavering in our commitment to fostering growth in our province’s vibrant tech sector. With the introduction of Tech Sales Plus, we are well-positioned to support local employers in finding talent equipped with both technical and soft skills, which has been identified as an area of industry need.”
CEO, Digital Nova Scotia -
"We're thrilled to join forces with Digital Nova Scotia. This partnership aligns perfectly with our mission to help professionals lead more fulfilling careers. By providing access to our platform, we're confident that we can help members of Digital Nova Scotia land successful roles in tech and support them throughout their career journey. We're particularly excited about supporting the growing tech ecosystem in Atlantic Canada."
Co-founder & CEO, Uvaro -
"Supporting equity and diversity within Canada’s technology sector is crucial to our country’s continued growth and prosperity. DIGITAL is proud to partner with organizations like Digital Nova Scotia and Uvaro to involve more Atlantic Canadians in the digital economy."
Director, Digital Learning Lab, DIGITAL