Customer Success Manager

3 weeks ago

Surrey BC, Canada Cascadia Scientific Inc. Full time
PRIMARY RESPONSIBILITIES:

· Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.

· Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions.

· Foster and nurture relationships with various stakeholders within client organizations, ensuring their satisfaction and working alongside the assigned Account Manager to uncover expansion opportunities within existing accounts.

· Maintain proactive and effective communication with clients, swiftly addressing concerns, overseeing actions, and managing any escalations that may arise.

· Establish and deploy standardized methodologies across diverse industries and use cases, contributing to consistent excellence in experience management.

· Partner hand in hand with Account Managers to construct comprehensive account strategies, fostering growth and advancement.

· Develop informative content that empowers users to maximize platform utilization and gain insights into our product's future direction.

· Initiate cross-functional ventures aimed at elevating the overall customer journey, ultimately enhancing contentment and loyalty among our clientele.

· While not a prerequisite, familiarity with data science and machine learning would be a significant asset in this role.

· Be the first point of contact for customers’ requirements.

REQUIRED EXPERIENCE:

· Bachelor’s degree in engineering

· 3 years in similar Customer Success / Customer Experience roles

· Previous experience with CRMs such as Salesforce, Zoho

· Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus)

· Proficiency in team collaboration across the organization, coupled with the capability to operate autonomously and initiate tasks independently.

· A strong drive to tackle customer issues and a steadfast dedication to enhancing customer experience and contentment.

· Skill in effectively communicating technical concepts to non-technical stakeholders in a clear and understandable manner.

· Adeptness at multitasking, as the role necessitates engagement in numerous projects and initiatives concurrently.

 

PREFERRED QUALIFICATIONS

· Proficiency with Office 365 tools

· Developing visualizations and dashboards with Power BI or Tableau

· Work experience in mining or mining supply is a plus

· Availability to travel to different customer mine sites

· Data analysis experience, basic Python knowledge is a plus

WORKING CONDITIONS:
  • · This is a Full-time office role located at Cascadia Scientific’s office in Surrey, Vancouver

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