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Lead, Customer Success

4 months ago

Old Toronto, Canada OMERS Oxford Properties Group Full time

Lead, Customer Success & Innovation page is loaded Lead, Customer Success & Innovation Apply locations Toronto, Canada time type Full time posted on Posted 2 Days Ago job requisition id JR-6290 Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 600,000 members and is an industry leading global investor? If so, we would love to tell you our story.
 
At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

Reporting to the Manager of Customer Success and Innovation, as the Lead of Customer Success and Innovation, your primary accountability is to support the relationship between Data and technology teams and their customers . You will be responsible for fostering strong relationships, supporting the technology business partner function , and aligning technology with business objectives.

A Customer Success Lead plays a key role in ensuring that customers achieve their desired outcomes while using Data and Technology products and services. Their main responsibilities include providing continuous support to customers to maximize their satisfaction and success by proactively engaging with them to understand their needs and challenges. This involves supporting the team for monitoring customer health metrics, addressing any issues promptly, and acting as a liaison between the customer and technology teams. 

This position requires a professional with a deep understanding of technology , emerging technolo gies, b usiness acumen, building strong relationships, and a proven track record of being in a customer focused technology team . 

Key Responsibilities

Customer Success

  • Support the manager to d evelop and maintain a customer roadmap with the products and initiatives based on business impact, customer value, and technological feasibility.

  • P roactively engaging with our customer s to understand and document their business objectives, unique challenges, and opportunities, and identify ways in which technology can address and enhance their decision-making and operations .

  • Gather and analyze customer feedback and usage data of various Data and Technology services to understand customer needs and pain points

  • L ead with the development of recommendations and presentations of various Product and services applicable to the Customers based on their needs.

  • Develop and maintain strong relationships with business teams and Data & Technology teams

  • Become an expert in the Data & Technology products and services to be able to make connections between customer needs and available offerings . 

  • Champion the adoption of core technology programs and initiatives to deliver on the D&T team’s collaborative priorities.

  • Participate in non-functional requirement gathering workshops, you will gain a deep understanding of our customer needs. This insight will empower you to understand and recommend whether current products in our eco-system fit their needs and lead the product demonstrations that resonate with various stakeholders.

  • Support the manager and co- lead to b uild a model of support to increase the effectiveness of the relationship between D&T and our customers.

  • Apply independent, sound judgment, and navigate complex issues with a view to customer success.

  • Understanding the role technology plays in enabling businesses to execute their strategies.

Leadership and Influence

  • Ability to lead self and manage your work and multiple initiatives effectively.

  • Comfortable and confident working through ambiguity and navigating undefined paths.

  • Understanding the role technology plays in enabling businesses to execute their strategies.

  • Demonstrate leadership within the D&T function through transparency, and championing communication, collaboration across teams, our organizational culture, and values.

Collaboration

  • Build and nurture strong relationships with the Data and Technology & Business teams

  • E nergized by achieving goals in a collaborative environment

  • Support driving organizational change by aligning and onboarding teams, implementing new processes and tools, embracing complex challenges, and optimizing IT best practices

  • Prioritize strong and effective cross-collaboration across Data and Technology.

  • C ollaborate with the Technology Product and Services team to drive our business goals forward.

  • Leverage the D&T’s technical expertise to ensure our technology programs are not only innovative but also strategically aligned with the evolving needs of the business.

  • Share learnings with D&T to drive continuous improvement and operational effectiveness.

Innovation

  • Stay current on innovative and emerging technology advancements.

  • Lead or Manage multiple project workstreams, including supporting problem-solving sessions, workshops and interviews with cross-functional and business line working team members and subject matter experts

  • S ynthesize findings and present clear recommendation plans to ensure impactful project outcomes.

Qualifications:

  • Bachelor's degree in a relevant field; advanced degree (MBA, MSc ) preferred.

  • 3 -5 years of experience in technology driven roles .

  • 3 + years of strategy, consulting, tech , or other relevant experience

  • Excellent organization, communication , problem solving and prioritization skills

  • Ability to effectively prioritize and execute tasks in an environment with competing priorities.

  • Proven experience in a team where technology & business partner for a common objective 

  • Strong analytical and problem-solving skills with the ability to identify and define problems and recommend creative solutions offered by D&T to address customer requirements clearly and articulately.

  • Experience working with and successfully influencing customers. 

  • Strong understanding of business operations, market dynamics, and technology trends.

  • Strong strategic thinking and problem-solving skills.

  • Track record of successfully leading or part of technology teams with innovation mindset .

  • Proven ability to earn trust through data-based insights, delivering results, influencing, and relating to others.

  • Excellent communication skills - should be able to explain the technical aspects in the non-technical language to the business and relevant stakeholders.

  • Demonstrate curiosity in business processes to challenge the established thinking and help generate new ideas and approaches to problem solving.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 3 days per week. 

Our story:

Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023. OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate. 

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

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Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor? If so, we would love to tell you our story.

At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

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