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Customer Success Manager

3 months ago

Charlottetown, Prince Edward Island, Canada Tracktile Full time

Tracktile - simple, effective, and powerful software for Food & Beverage Manufacturers.

Tracktile provides a broad yet simple solution that allows manufacturers to trace the complete lifecycle of the consumable products they produce.

We do this by providing a means for manufacturers to model their existing real-world production process within the application using our Flow Builder and integrate with touch points within their processes to allow a seamless flow of their production while maintaining true traceability.

With our solutions, our customers can rest easy knowing that responding to a recall event that once took them up to a week or more now only takes a few hours.

Our mission is to democratize the expensive and complex solutions available to the largest manufacturers, giving smaller and medium manufacturers a competitive edge in the global economy.

We know that manufacturing has become increasingly complex and competitive, so our customers can rest easy knowing that our solution will be flexible and cost-effective.

We seek a Customer Success Manager to join our team and contribute to Tracktile's fast growth.

Customer Sucess Manager responsibilities include:

  • Be the primary point of contact for customers and manage the lifecycle of the customer experience, starting in the late pre-sales stage through customer onboarding and implementation and ensuring successful adoption and usage of the Tracktile solution within the customer implementation.
  • Be able to quickly address customer issues by providing initial support and workarounds and by channelling customer issues and details through to product management and product engineering: a critical function of this role will be to foster team collaboration and open capacity within product management and product engineering by managing customer communication and customer support.
  • Intermittent (minimal) travel to visit customers on-site (not all customers) to provide in-person implementation and onboarding.
  • Deep product knowledge and be an expert in the company and the market on the implementation and usage of Tracktile products within the customer environment.
  • Be the voice of the customer in helping prioritize issues and feature requests to product management and engineering - you will be the custodian of a product issues backlog and mature a triage process for managing issues reported from the field.
  • Develop the initial Tier 1 Support playbook to enable a customer support function within the company.
  • Help develop usage analytics and key performance indicators that measure and track customer success.
  • Assist Product Management with product release and maintenance update communication.
  • Manage customer onboarding and training and develop and refine onboarding procedures and material.
  • Work with customers to develop implementation plans that align with their internal policies and procedures for technology adoption, change management, and training.
  • Flag opportunities for customer growth and inside sales to the business development team.
  • Raise risks to customer satisfaction and develop success plans to ensure customer renewal.
  • Be one of the most important points of contact for customers and help develop the brand voice of Tracktile within the market.

Report to the CEO of the company and work within the product and engineering team.

Job Brief:

We are looking for a Customer Success Manager to join our team. You will be responsible for ensuring customer success throughout their journey.

You will work closely with the sales team and the other members of the product and engineering team.

We are looking for someone who has excellent communication skills, a strong work ethic, and a proven track record of success in managing customer relationships and implementing B2B software within a customer organization.

If you are a self-motivated individual with a passion for helping ensure a customer's success, we encourage you to apply.

Ownership: You, as the Customer Success Manager, would have full ownership of successfully progressing a customer through their journey with Tracktile.

Benefits

  • Competitive Salary + Employee Stock Options
  • Fully Remote with the option to work out of our office.
  • Flexible working hours.
  • Uncounted Time Off Policy
  • Professional Development Allowance

Requirements and skills:

  • 3-5 Years of Experience in a Customer Success or Software Implementation role.
  • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions.
  • Experience working with B2B Software.
  • Experience in, and love for, customer relationship management.
  • Proactive Problem-Solving skills.
  • Strong leadership skills.
  • Ability to nurture caring and empathetic relationships with peers and clients.
  • Strong command of technical acumen.
  • Ability and desire to be collaborative and think critically.
  • Understanding of and experience working with high levels of emotional intelligence, maintaining awareness of others.
  • Desired soft skills: managing difficult conversations and strong presentation skills.
  • Knowledge of software development lifecycle and development pipeline.
  • Experience working with a consultative approach.
  • Ability to be curious, tenacious, persuasive, and results-driven.
  • Asset: understand manufacturing and manufacturing practices.
  • Asset: experience with ERP or other enterprise software implementations.

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