Executive Customer Success Manager

2 weeks ago

Vancouver, British Columbia, Canada T-Net British Columbia Full time

Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes.

Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win
Customer Success Manager (Sr. CSM) is to drive an exceptional customer experience through-out the post-sales journey.

CSM is responsible for a portfolio of accounts and leverages product expertise and a practitioner's lens to align account strategy with business outcomes.

CSM plays an essential role in developing and managing ongoing relationships in order to maintain a high level of client satisfaction and loyalty.

As the trusted partner for the customer on use-case, product functionality and talent management best practices, the Sr.

CSM "quarterbacks" post-sales customer experiences, including those provided by various cross-functional teams, and proactively identifies opportunities and risks, presenting recommendations and solutions.

Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution
In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals
Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships
Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier
Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences
Actively builds network of relationships and uses network connections to help get things done
Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing
Has the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model
Understands the relationship between customer team, management and stakeholders

Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.

Are highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously
which our Talent Acquisition team will share with you if you interview for the role.
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