Customer Success Manager
Customer Success Manager
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Job Description
Happy customers are the lifeblood of any company. As a Customer Success Manager you will be a trusted advisor for our customer accounts and responsible for ensuring that they are successfully leveraging the companys solution as part of their program to maximize value. You will work closely with the Sales Representative and Professional Services team to understand factors for success and expansion opportunities.
This position is located in Ottawa and must be available to attend onsite.
Responsibilities:
- Establish a trusted advisor relationship with our strategic customers.
- Using the CSM Playbooks work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals.
- Work with Sales and PS when opportunities are discovered for the software activities to better align with the best time to value proposition.
- Coordinator for product and service deliveries to the customers.
- Act as an escalation liaison between the customer the software Technical Support and Product Management to help resolve technical issues blocking product adoption.
- See that key features or product limitations that are inhibiting usage and growth are feed into our enhancement and ticket management system and processes.
- Work closely with the software sales and professional services teams to drive account strategy with customers.
- Identify opportunities for advocacy (case studies and references) with assigned customers and hand off to marketing.
Requirements
Qualifications:
- 3 years experience in Customer Success or equivalent history of increasing customer satisfaction adoption and retention.
- Must have excellent leadership communication and presentation skills.
- Comprehensive technical understanding of databases concepts.
- Strong organizational skills with the ability to effectively manage all activities projects requests documentation and timelines.
- Strong team player and a selfstarter with a passion for customer success.
- Naturally thrives in a multitasking environment and can adjust priorities as needed.
- Demonstrated success leading largescale enterprise software engagements from beginning to end in high pressure high accountability environments.
- Capacity to work in a high growth and fastpace environment.
- Passion and a can do attitude with a desire to make an impact in a startup organization.
- Professional certifications such as CTPRP CRISC or PMP a plus.
Required Experience:
Manager
Employment Type
Full-Time
