Client Success Executive

Client Success Executive (Remote within Canada)

Reporting to the Manager, Client Success, we are seeking a Client Success Executive (CSE) to join our team. The key focus of a CSE is to expand Multiview's full suite of products and services in your assigned client's portfolio as you lead their progression through the stages of Multiview's industry-leading programs by uncovering, executing, closing upselling and cross-selling opportunities.

As a member of the Client Success Team, the CSEs are the account managers focused on delivering exceptional client success services to all stakeholders. As a client-facing position, you will be one of the primary contacts the clients interact with throughout their journey and as such, has one of the highest potential opportunities to impact the client's perception and success of Multiview.

The responsibilities will include, but are not limited to:

• Driving Multiview's End Month End program; ensuring 100% of our clients are seeing a return on their investment.
• All stakeholder relationship management, adoption, and engagement to uncover, solve and present opportunities to strengthen Multiview's relationship with clients that results in ongoing client retention.
• Track data and reporting items to adequately capture progress using account management tools such as HubSpot with up-to-date communications and correspondence.

WHAT WE ARE LOOKING FOR:

At Multiview, we are client obsessed. Being tech-savvy with great communication and problem-solving skills are really important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture where the genuine care of people is our compass.

The successful candidate will be a highly motivated and extroverted team player, who effectively engages with our clients and has prior work experience in a business-to-business client-facing role. The Client Success Executive is an excellent problem solver, communicator and someone who can meet our clients' requirements in a fast-paced, growing technology company while maintaining a positive attitude in a technical client-facing function.

If this sounds like you, read on

WHAT YOU WILL DO:

• Manage, engage, and build stakeholder relationships for the assigned client portfolios of existing clients to maximize the value they realize from Multiview ERP software.
• Maintain regular, consistent communications with clients to create a positive client experience.
• Expand Multiview's full suite of products and services in the given client portfolios leading their progression through the stages of Multiview's industry-leading programs by uncovering, executing, and closing cross-selling and cross-selling opportunities.
• Track data and reporting items to adequately capture progress using account management tools such as HubSpot with up-to-date communications and correspondence.
• Prepare, schedule, and conduct client renewals and check-ins to ensure their ongoing success.
• Educate clients on the use and benefits of Multiview solutions.
• Provide all clients and stakeholders with information on product upgrades.
• Proactively communicate with clients and internal staff to manage enhancement requirements and escalations.
• Work with existing clients and all stakeholders on implementing upgrades for the new modules, new interfaces, or custom work.
• Manage and prioritize multiple tasks simultaneously to meet deadlines.
• Demonstrate Multiview's core values, building and advancing the reputation of the company and its clients.

KEY RELATIONSHIPS:

• Manager, Client Success
• Client Success team
• Multiview's Internal and External stakeholders

Work Environment:

• Work independently with minimal supervision
• Extensive collaboration with team members and other departments
• Remote work option

COMPETENCIES PORTFOLIO:

• Client Obsessed – You must have excellent interpersonal and customer service skills and be comfortable building rapport with clients to develop trust and confidence in our products and services. You understand how to derive expected outcomes to offer the best solutions and technical recommendations for our clients.
• Work Smart – You use rigorous logic and methods to solve difficult problems with effective solutions; probe all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; look beyond the obvious and doesn't stop at the first answers. You can handle multiple projects simultaneously to meet deadlines and prioritize tasks to ensure a smooth client support experience and operational excellence.
• Stronger Together – You collaborate with a wide range of internal and external individuals and teams. You can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly push yourself and others for results.
• People First – You demonstrate high levels of emotional intelligence and empathy towards all (internal and external) stakeholders.
• Believe in Better – You question the status quo while you seek, own, and complete tasks using your initiative. You ask "why?" a lot and communicate clearly and efficiently when getting to the root of the problem.

YOU ARE SOMEONE WHO HAS:

• A degree, diploma, certification, or equivalent experience in accounting
• Experience level: 2+ years in a similar role (Client Success/Account Management)
• Strong sales acumen with proven success in a quota-carrying role managing sales pipeline, deal progression, retention, and upsell targets. An action-oriented mindset and approach is vital.
• Excellent communication skills, both written and verbal, with the ability to listen, understand, educate, and influence.
• A strong drive to close with proven success with reporting on KPIs (Retention, Upsell, Cross-sell, Referrals, NPS, etc.)
• Proven success with all stakeholder engagement and relationship management at all levels
• Proven track record of exceeding retention and upsell targets.
• Excellent problem solving, analytical skills and practices sound judgment when making decisions.
• Ability to multi-task, probe, analyze and problem-solve with keen attention to detail.
• Ability to work both collaboratively in a team environment and independently with little supervision.
• Willingness to be coached, mentored, and driven to reach your fullest potential.
• Experience demonstrating Multiview's core values, building, and advancing the reputation of the company and its clients.

WHAT WOULD WE LOVE TO SEE?

• Prior ERP or Multiview Financial Software experience is considered an asset.
• Knowledge of accounting and financial management practices
• Prior experience working in a SaaS/Software industry.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is close to what we are looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

ABOUT US:

Multiview builds powerful, easy-to-use financial applications for clients across North America. As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month EndTM.

We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise are vital to making our company stronger. Our people-first culture is our biggest advantage and we are excited to share that commitment with you

WHY JOIN MULTIVIEW?

At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the best they can be, Multiview is THE Software Company for you to learn, grow, create, connect, and lead. We do this by taking care of our employees first.

We "Multiviewers" strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:

• Competitive Compensation with benefits
• 4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days.
• The company paid competitive Benefits including Extended Health, Dental, Vision and more.
• Workplace Flexibility (Choice to work remotely in Canada or from our office in Ottawa, ON)
• The company arranged social events.
• Continuous growth opportunities, and leadership development

APPLICATION INSTRUCTIONS:

Please submit your resume, and a cover letter describing, why you are a unique fit for this position by applying to this posting.

We thank all applicants for expressing their interest in Multiview; however, only those candidates selected for an interview will be contacted.

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.

ACCESSIBILITY & DIVERSITY:

Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

Multiview is an Equal Opportunity Employer, and we are committed to creating a barrier-free working environment for all. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Multiview will provide accommodation throughout the recruitment, selection and/or assessment process for applicants with disabilities, upon request.