Customer Success Manager - Enterprise SW ***Completed***
Overview
Our client is a market leading scheduling and optimization software company developing advanced scheduling SW solutions for enterprise operations. Their solutions provide operational efficiency, reducing cycle times and improving collaboration within project teams.
Responsibilities
You will support the Company’s sales efforts by working with new and existing customers to:
Ensure their retention and “lifetime” satisfaction.
Identify opportunities for revenue expansion.
Assist with identification of opportunities for improvement of company’s products and services.
Communicate information about product enhancements and their expected benefits/value.
These activities will require close collaboration with the Sales, Services, and Product Development teams, and will position the company for increased new customer acquisition, together with revenue growth in existing customers.
Customer Onboarding and Implementation
You will assist the Sales and Services teams with various activities related to each new customer, from the point of acquisition to their successful use of products
Knowledge Enablement
You will assist the Sales, Services, Product Management, and Product Development teams to coordinate
customer-specific new product information sessions, product roadmap presentations, training webinars,
Knowledge Base access, etc.
Identification of Growth Opportunities
You will focus on building loyalty and long-term customer retention by addressing customer issues, and
helping the sales team with upsells and renewals.
Help identify, document and communicate expansion opportunities.
Schedule and track status of actions from annual internal and external management review meetings.
Monitor Technical Support tickets to identify and report Service and Sales opportunities to account managers.
Identification of Churn Risk
You will identify the possibility of any risk of customer “churn” or cancellation, coordinating an
appropriate response with the account manager.
Ongoing Customer Relationship Management
Coordinate Support reviews (quarterly/annually)
Coordinate Services reviews following completion of Services engagements
Monitor customer satisfaction through appropriate use of surveys and review meetings
Develop / Implement internal process playbooks for “meaningful events” to improve consistency, structure, quality, and effectiveness of company’s response (examples: “failed onboarding”, “100% Utilization”, “Champion Leaves”, “Acquisition”).
Coordinate User Group liaison / events
Skills and Experience:
Bachelor’s Degree in Business, or five years of relevant business experience.
Relevant experience in a customer-facing corporate environment.
Prior experience working cross-functionally with software sales, implementation services, technical support, product management, and development teams.
Ability to stay cool under pressure, and diplomatically influence others when things become hectic.
Excellent written and verbal communication skills.
Attention to detail and a structured approach to time management.
Other
Competitive compensation package
Challenging and dynamic environment where you can bring your skills and experience to bear on important issues facing your clients. There is a premium placed on delivering innovative and quality solutions, while having fun doing it.
Extended Healthcare and Dental plan
Periodic travel will be required (up to 15%).
This is a remote based position that can be located anywhere in Canada.
Contact
Darrell Bowman - T: 604-639-9562, darrell@corporate.bc.ca