Customer Success Manager

2 weeks ago

Ottawa, Ontario, Canada Canadian Bank Note Company, Limited Full time

Internal Job Title:
Regional Service Manager

Job Type:
Permanent, Full-Time

Location:
Ottawa, ON

Work Model:
Hybrid

Deadline for Submissions:
September 11, 2023

Position Summary


As a Regional Service Manager (internal title) in our Identification (ID) Systems Customer Support department, you will act as the primary point of CBN contact for CBN customers and ensure that our service delivery framework is adhered to, and all issues are resolved in accordance with our contractual service level agreements.


What We Can Offer You
-
Compensation: We seek long term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

  • An industry leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees,
  • Bestinclass health, medical and life insurance benefits;
  • Access to virtual and telehealth services and apps; and
  • Very progressive fertility, adoption and surrogacy benefits to support all definitions of family.
-
Career: As a knowledge-based organization we will provide you with a wealth of learning opportunities and challenging work that will grow your knowledge, skills and abilities. At CBN, we encourage and empower our employees to chart their own career path, putting you in control of your future.
-
Culture: Personal character is the foundation of our culture. CBN's 7 Core Principles shape and guide our behaviours and underpin the sense of community you will experience at CBN. Equality, diversity and inclusivity are important to us as an organization, and we are committed to fostering and developing a work environment where every employee is treated with dignity and respect.

What You Will Do

  • Maintain channels of communication with the customer and conduct onsite visits at customer locations as required;
  • Monitor the ticketing system and resolve any incidents in a timely manner, escalating critical issues to the appropriate internal resources as required. Perform root cause analysis of issues and incidents and follow up with customers to ensure satisfactory resolution;
  • Provide regularly scheduled service level reports to customers and internal teams;
  • Manage customer requests that fall within and outside of the project scope, liaising with Business Development and coordinating implementation of Change Requests (CRs);
  • Assist with the cost estimation process for each project and CR. Monitor the budget associated with each and ensure that the project/ECR is implemented within the identified budgetary framework; and
  • Various other duties and responsibilities.

Qualifications

  • Knowledge and Experience_
  • University degree in Computer Science (or related field) and business acumen OR Business (or related field) with a solid understanding of IT fundamentals
  • Knowledge and experience with IT systems and support
  • ITIL certification (asset)
  • Experience managing teams of technical resources
  • Experience in customer facing support role/environment
  • Skills and Abilities_
  • Proficiency in MS 36
  • Excellent communication skills (verbal and written)
  • Excellent analytical skills
  • Welldeveloped interpersonal skills
  • Attention to detail
  • Adaptability
  • Selfdirected

Mandatory Requirements

  • Ability to obtain and maintain Government of Canada Secret (Level II) clearance.
  • Ability to travel internationally for extended periods (2 weeks) every quarter
  • Ability to respond to client inquiries/issues outside regular business hours (on occasion)
**About Us

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada BT Full time

    Location: OttawaRemote with weekly travel to Montreal, QuebecMust be fluent in FrenchWhy this job mattersThis role is a vital part of the management team for BT's broader Global organization. You will work with our global top-notch customers to understand their business objectives and act as their trusted consultant and advisor in their use of BT products,...

  • Customer Success Manager-IN

    2 weeks ago

    Ottawa, Ontario, Canada EightSix Network Inc Full time

    The recruitment team at Myticas Consulting is currently seeking a highly motivated and experienced Customer Success Manager. The successful candidate will be pivotal in driving the successful adoption and ongoing engagement of our IoT products and services within government sectors. This role requires someone with a robust understanding of IoT technology,...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada MGIS Full time

    Happy customers are the lifeblood of any company. As a Customer Success Manager, you will be a trusted advisor for our customer accounts and responsible for ensuring that they are successfully leveraging the company's solution as part of their program to maximize value. You will work closely with the Sales Representative and Professional Services team to...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Assent Compliance Full time

    Company DescriptionSummaryAssent is the leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Myticas Consulting Full time

    The recruitment team at Myticas Consulting is currently seeking a highly motivated and experienced Customer Success Manager. The successful candidate will be pivotal in driving the successful adoption and ongoing engagement of our IoT products and services within government sectors. This role requires someone with a robust understanding of IoT technology,...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada BT Group Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Remote with weekly travel to Montreal, Quebec Must be fluent in French Why this job matters This role is a vital part of the management team for BT's broader Global organization. You will work with our global...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Knak Full time

    Knak is a mission-driven companyWhy? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is..._ Empowering people to be creative._That's why Knak exists.Oh, and we have a bit of fun while doing it, tooThe Role:Our...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada LifeWorks Full time

    Build a meaningful careerAt LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Assent Full time

    Company Description Summary Assent is the leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Solink Full time

    Customer Success Manager - EnterpriseA job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.**_A bit about...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Solink Full time

    Customer Success ManagerA job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.We are actively looking for...

  • Customer Success Account Manager

    1 month ago

    Ottawa, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Customer Success Account Manager

    5 days ago

    Ottawa, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Intermediate Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Lytica Inc. Full time

    Intermediate Customer Success Manager (CSM)About LyticaBased in Ottawa Canada, Lytica is a Supply Chain Intelligence company that has grown to become the most trusted electronic component cost reduction and risk mitigation platform worldwide. Lytica provides the only commercially available SaaS (Software as a Service) platform that allows a company to...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada net2phone Canada Full time

    What we do.We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.Who we are.Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.We are a true...

  • Customer Success Account Manager

    1 month ago

    Ottawa, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Customer Success Account Manager

    4 weeks ago

    Ottawa, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Customer Success Account Manager

    2 weeks ago

    Ottawa, Ontario, Canada Microsoft Full time

    Overview With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their...

  • Customer Success Account Manager

    2 weeks ago

    Ottawa, Ontario, Canada Microsoft Canada Full time

    OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business...

  • Emperform Customer Success Manager

    2 weeks ago

    Ottawa, Ontario, Canada Quisitive Full time

    High performing team members. Challenging projects. A stable and profitable company. And a great place to work This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a publicly traded, global Microsoft partner specializing in Microsoft platform and complementary technologies, custom solutions, and offerings that drive...