Customer Solutions Manager
Customer Solutions Manager
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Job Description
Take your career to new heights with Loopio!
As a Customer Solutions Manager youll be part of our Customer Success team and will be responsible for linking technical aspects of our Midmarket & Enterprise customers business processes with our product strategy working in partnership as the internal voice of the customer. You will be in regular contact with our customers developing strong business relationships focused on overall customer product satisfaction and growing product adoption. You will also work collaboratively with internal stakeholders including Product Product Marketing Customer Experience and Sales to strategize the best solutions for our customers longterm business goals with a focus on making our customers wildly successful!
What Youll Be Doing
Establishing relationships with our Midmarket & Enterprise customers to understand their goals and needs (diving into the why & how) in order to advocate internally for the best solution utilizing the Loopio product
Analyzing data to identify technical opportunities and tell the story about how we can make our customers wildly successful using Loopio
Assisting to improve customers processes via recommended workflows and thought leadership
Working with customers to set expectations on project timelines including deadlines for milestones and deliverables
Providing regular updates to Customer Success & Account Managers on customer projects and product development progress
Advocate internally for top customer needs with our Product team
Proactively staying abreast of current/future customer and market conditions/ trends while considering the competitive landscape in partnership with Marketing
Developing collaborative winwin relationships with Product Mission Teams and CX teams to codevelop the roadmap
Providing customer support by answering questions about products or services & troubleshooting complex adoption problems as they arise in conversations
Supporting alphas and betas gathering of key customer feedback
Sharing impactful and timely roadmap updates with customers and CS/AM team
Monitoring customer escalation issues and recommending solutions
Occasionally contribute to RFPs as the Customer Solutions subject matter expert
Contribute to continuous improvement of internal processes and documentation to scale with the needs of the business
What Youll Bring to the Team
2 years of Account Management or Customer Success experience
Experience working as part of a Product Organization or working closely with technical Product teams is an asset
Impeccable written and oral communication skills
Masterful relationship building skills; people find it really hard to not like you
Innately curious always asking thoughtful questions and uncovering new opportunities
Highly strategic; you understand the big picture and are able to tie Customer goals back to Loopios business goals
Highly organized; your calendar reminders have calendar reminders
Extremely analytical; you leverage data in all of your decision making
Excel in positioning technical solutions and recommendations in a simple and clear way with less technical individuals
Ability to take complex solutions and tell a clear and compelling story
#ONETEAM mentality you love to win as a team and support losses as a team
Technical proficiency in Salesforce Lightning Gainsight NXT Gong Slack Vidyard and more
Ability to scale internal processes across multifaceted tech stack for greatest efficiency
Experience writing sales proposals or responding to RFPs is a huge plus.
Where Youll Work
Loopio is a remotefirst workplace because we recognize the advantages of working flexibly. We are HQd in Canada with established hub regions around the world where we hire from.
Our employees (or Loopers as we call ourselves! live and work in Canada (British Columbia and Ontario) London and India (specifically in Gujarat Maharashtra and Bengaluru).
The majority of our team is based in ON and BC which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
We offer flexible coworking locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient coworking space located in the heart of Downtown Toronto and a 12minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
Youll collaborate with your teams virtually across the UK India and North America (were just a Zoom call and Slack message away! with core sync hours and focus time for headsdown work during the workday
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why Youll Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1on1s we leverage Lattice for our 1:1s and performance conversations
You will have the opportunity to elevate your craft and the opportunity to explore your creativity with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefits to support your physical and mental wellbeing starting day 1 with Loopio.
Well set you up to work remotely with a MacBook laptop a monthly phone and internet subsidy and a workfromhome budget to help get your home office all set up.
Youll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in townhalls AMA (AskMeAnything) and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four active Employee Resource Groups offer opportunities for employees to learn and connect yearround.
Youll be a part of an awardwinning workplace with an opportunity to make a big impact on the business.
Questioning your qualifications Read this Hi there we recognize that all too often potential candidates dont apply for a position simply because they dont hit every single criteria included in the job descriptionparticularly members of underrepresented groups.
Whether or not your experience checks off all the boxes on a job posting we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage so weve created prompts in the application for you to share more about yourself. If youve made a career transition (or a few! youre self taught in a new role or you have skills/experience youd like to highlight we want to hear more about what you could bring to the table.
AI in Recruitment At Loopio we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening drafting preliminary job descriptions generating initial interview questions and occasionally sourcing prospective candidates. However AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team should you require accommodations at any point during our virtual interview processes.
Required Experience:
Manager
Employment Type
Full-Time
