Posted 2 weeks ago
Our client, a major co-sell management network that puts a jet pack on companies to power-up and scale revenue growth, is looking for a Customer Success Manager to join their high performing team to work remotely, full time from the US or Canada.
An industry pioneer in Ecosystem Business management, they power some of the most powerful in tech and communications today – managing a $50bn joint pipeline. Their customers are some of the most well known tech companies on the planet.
Description:
Responsibilities:
Account Management:
- PoC for a portfolio of 30+ accounts
- Strong, long-term relationship building with stakeholders
- Proactive management of client/customer engagements with satisfaction and loyalty upheld
- Identify renewal opportunities and risks to ensure successful renewals
- Collaborate with Sales on reviewing key accounts with a focus on retention and opportunities, as well as customer actions
Client implementation, onboarding, training:
- Facilitate smooth onboarding for customers, ensuring our software is adopted smoothly
- Work in conjunction with implementation team, participating in key events during customer implementation processes
- Conduct customer training sessions to inform and educate customers on our product
Product Knowledge/Expertise:
- Develop deep understanding of our products/offerings
- Stay current on upgrades, new features, enhancements
- Provide expert-level guidance and advice to customers
- Demo releases, new features etc to increase adoption rate
Delivering Value:
- Demonstrate value and ROI of our products to customers using metrics and reviews
- Identify and act on opportunities to upsell and cross-sell additional services/products
- Deliver periodic business reviews to each customer, focusing on successes
Issue Resolution:
- Address and resolve customer issues efficiently and promptly
- Collaborate with Product/Support to resolve more complex issues
Customer Advocate:
- Be the voice of the customer within the organization, providing great feedback in order to drive innovation and improvements to our products
- Ensure customer needs are met with the highest possible standards at all times
Performance Monitoring:
- Monitor and report on KPIs around Customer Success – retention, satisfaction scores, growth..etc
- Develop action plans to ensure targeted outcomes are met
Qualifications:
- 5+ years of CS experience within a SaaS company
- Deep knowledge and experience in Channel management, Alliances, Ecosystem
- Willingness to be hands-on as a contributor
- Outstanding communication skills – capable to triage, manage crises etc
- Nice to have experience with process improvement, change management, planning, information analysis
- Nice to have strong knowledge around business models of various partners – OEM, GSIs, SIs, Cloud Service…etc
- Bachelor’s Degree or Equivalent Experience
Compensation:
- Competitive Base + bonus = up to $160k+CAD OTE