Customer Success Manager

2 weeks ago

Winnipeg, Manitoba, Canada Eptura, Inc. Full time

We're Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we're dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Role Overview:

As a Customer Success Manager, you will own a book of business and own user adoption and customer retention within these accounts. Your goals are to maximize growth and minimize gross churn. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid client relationships. You are comfortable with having difficult conversations with internal and external key stakeholders and will act as the first escalation point for your customers. You will keep your manager informed of at risk customers and suggest potential actions to get them back to health.

Responsibilities :

  • Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
  • Meet and exceed net retention and gross churn targets for assigned accounts.
  • Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.
  • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
  • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
  • Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary).
  • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
  • Process cancellations and document reasons.
  • Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
  • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
  • Assist the renewal and account management teams in all renewal activities as needed.
  • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
  • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
  • Provide feedback and support to the enablement team in their new initiative as necessary.
  • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

What will make you successful:

  • Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects.
  • You are a customer-centric individual, obsessed with providing an excellent customer experience.
  • You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as a CSM
  • You are comfortable with data management and identifying patterns.
  • You welcome change in general, and new processes and tactics in particular
  • You enjoy continuous learning and seek to understand technology products from a user perspective.
  • You follow industry trends and leverage these to further customer conversations.
  • You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight etc.).
  • A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).
  • Keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue.
  • Results-driven with a strong background in Customer Success/Account Management and/or other Customer experience functions.

Eptura Information :

  • Follow us on Twitter | LinkedIn | YouTube
  • Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
#J-18808-Ljbffr

  • Manager Customer Success

    2 weeks ago

    Winnipeg, Manitoba, Canada Xerox Full time

    General Information Press space or enter keys to toggle section visibility City Winnipeg State/Province Manitoba Country Canada Department Presales & Implementation Date Thursday, May 9, 2024 Working time Full-time Ref# Job Level Individual Contributor Job Type Experienced Job Field Presales & Implementation Seniority Level Associate Currency CAD -...

  • Customer Success Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada Eptura Full time

    Who are we:We're EpturaTM — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we're dedicated to making workplaces and assets work harder for people...

  • Customer Success Manager

    1 week ago

    Winnipeg, Manitoba, Canada Eptura Full time

    Who are we:We're Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we're dedicated to making workplaces and assets work harder for people...

  • Customer Success Manager

    1 week ago

    Winnipeg, Manitoba, Canada AFCC Automotive Finance Canada Inc Full time

    At AFC (Automotive Finance Corporation) w e fuel the entrepreneurial dream in our community. For more than 30 years, we've been committed to making dreams come true for independent car dealers. AFC's finance solutions work with more than 12,000 independent dealerships across North America freeing up cash flow to give them more time to focus on building their...

  • Virtual Customer Success Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada beBee Professionals Full time

    BeBee Professionals is looking for a Virtual Customer Success Manager to join our team in Winnipeg. The successful candidate will be responsible for providing exceptional customer service and support to our clients.The ideal candidate should have a Bachelor's degree in Business Administration or a related field, as well as a minimum of 3 years of experience...

  • Director of Customer Success Windifferent

    1 week ago

    Winnipeg, Manitoba, Canada BairesDev Full time

    Do you enjoy helping organizations build teams, establish innovative engagement models, and work with high-performing, talented people? Do you want to help a new venture capital & marketing lead generation ecosystem realize tremendous success? Do you understand the B2B sales journey and have the insight to support startups pursuing leads? If you do, we have...

  • Partner Success Manager

    1 week ago

    Winnipeg, Manitoba, Canada Eptura Full time

    Job Title: Partner Success ManagerLocation: Winnipeg, CanadaWho are we:We're Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we're dedicated...

  • Client Success Manager

    1 week ago

    Winnipeg, Manitoba, Canada Federal Truck & Trailer Repair Full time

    Federal Truck & Trailer Repair is a leading provider of repair and maintenance services for trucks and trailers in Winnipeg, MB. With our commitment to excellence and customer satisfaction, we strive to deliver top-notch services to our clients in the transportation industry.As a Client Success Manager at Federal Truck & Trailer Repair, you will be...

  • Customer Experience Manager

    1 week ago

    Winnipeg, Manitoba, Canada Air Canada Full time

    DescriptionBeing part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition to become a...

  • Customer Experience Manager

    4 weeks ago

    Winnipeg, Manitoba, Canada Air Canada Full time

    Job Description Description Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. As a Customer Experience Manager - Airports, you will play an important leadership role in our...

  • Customer Experience Manager

    2 months ago

    Winnipeg, Manitoba, Canada Air Canada Full time

    Job Description Description Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. As a Customer Experience Manager - Airports, you will play an important leadership role in our...

  • Manager, Customer Experience

    3 weeks ago

    Winnipeg, Manitoba, Canada Neo Financial Full time

    Come Build a Better Financial Future for all Canadians At Neo, we're building a more rewarding financial experience for all Canadians. Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and...

  • Sales & Customer Care Manager

    1 week ago

    Winnipeg, Manitoba, Canada Canlan Sports Full time

    Canlan Sports is the largest private-sector owner and operator of recreational sports complexes in North America. The company's success in the sports and recreation industry is attributed to a focus on innovative programming, service excellence, world-class sports communities, and an understanding of its customers' expectations and the commitment needed to...

  • Client Success Lead

    2 weeks ago

    Winnipeg, Manitoba, Canada Resolute Technology Solutions Inc Full time

    As a Client Success Lead you work at cultivating assigned managed services client relationships, actively listening to details, and identifying opportunities to deliver exceptional service to our clients. As you focus on the day-to-day work queue management for assigned clients, you ensure there are quality responses, consistent follow-ups and communications...

  • Customer Sales Representative

    2 weeks ago

    Winnipeg, Manitoba, Canada New Standard Ag Inc Full time

    CAREER OPPORTUNITY - SALES REPRESENTATIVENSA is a dynamic and growing company in the agriculture industry and part of the AgriHub group of Companies. We are dedicated to deliver exceptional products and services to our customers and industry partners. As we continue to expand our operation, we are seeking a motivated and results-driven personality to join...

  • Customer Returns

    2 weeks ago

    Winnipeg, Manitoba, Canada ROBINSON Full time

    We know what it means to put the customer first—our business is built upon a tradition of exceptional, individualized customer service. Our employees experience the excitement and satisfaction that comes from working for a successful, expanding company where every team member makes a difference and where initiative and hard work are valued and rewarded. We...

  • Banking Customer Service

    2 weeks ago

    Winnipeg, Manitoba, Canada CWB Financial Group Full time

    AtCWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as...

  • Customer Service Representative

    1 week ago

    Winnipeg, Manitoba, Canada Farm Business Consultants Full time

    Overview:POSITION OVERVIEWAs the first point of contact with our Members, the Customer Service Representative is a critical part of the FBC team. They demonstrate a positive energy and consistently provides exceptional customer service to FBC Members.If you appreciate growth and training opportunities, thrive on building relationships and helping others, and...

  • Customer Relations Coordinator

    2 weeks ago

    Winnipeg, Manitoba, Canada beBee Professionals Full time

    Job Title: Customer Relations CoordinatorLocation: Winnipeg, ManitobaCompany: beBee ProfessionalsJob Description:beBee Professionals is looking for an experienced Customer Relations Coordinator to join our team in Winnipeg, Manitoba. The successful candidate will be responsible for providing excellent customer service, responding to customer inquiries,...

  • Customer Service Representative

    2 weeks ago

    Winnipeg, Manitoba, Canada Modu-Loc Fence Rentals Full time

    Job Snapshot:Employee Type:Full-Time- Location:Winnipeg- Job Type:Management / Operations- Experience:Not Specified- Date Posted:4/16/2023- Job ID:Join Our TeamSunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job...