Customer Success Manager

7 days ago

Winnipeg, Canada ACCS - ARES Customer Care Solutions GmbH Full time

About Laivly

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.

About the Role

The team at Laivly is hiring a Customer Success Manager to develop and manage customer relationships with our Enterprise and SME clients using Sidd, our core platform. Sidd drives digital transformation for brands so they can serve their customers better while improving operational efficiency. The platform enables brands to enhance both customer and agent experience by enhancing their existing technologies with AI, ML and Digital Automation.

As Customer Success Manager, you are focused on strengthening customer relationships, driving Sidd adoption, and helping customers leverage Sidd to improve operational KPIs. You ensure that Sidd implementations launch successfully, while working with operations leaders and users to collect feedback and address opportunities. You communicate Sidd’s performance to customers to ensure they continually realize business value while driving retention and expansion.

As CSM You will...

  1. Manage and nurture client relationships, regularly communicate with customers about adoption trends, KPIs, user feedback, and engagement opportunities.
  2. Identify and action upsell and cross-sell opportunities; manage contract renewals.
  3. Monitor solution-level performance, provide regular client updates and identify enhancement or growth opportunities.
  4. Own the end-to-end customer journey, including problem-solving and driving initiatives to improve customer experience and retention.
  5. Develop and implement strategies and processes to ensure the customer journey and milestones are on track.
  6. Work closely with customers to understand their business needs and challenges, including how to best use Sidd to solve their main pain points.
  7. Proactively monitor customer health and implement strategies to prevent churn.
  8. Collaborate with Sales, Solutions, User Success, Implementations and Reporting teams to ensure successful rollout, effectiveness, and adoption of new Sidd solutions.
  9. Contribute to Laivly’s CS playbook to ensure that scalable best practices get codified; work with leadership to shape future of CS.
  10. Work with product team to provide technical feedback and assist with product development.
  11. Support business activities such as client administration and billing.
  12. Analyze Sidd performance and develop insights to improve customer experience and our product.
  13. Other related duties as assigned.

As a CSM you bring:

  1. 3+ years of B2B client-facing SaaS, contact center customer success, and/or account management experience.
  2. Previous experience in Contact Center management is an asset but not required.
  3. Strong interpersonal skills, ability to effectively lead & influence cross-functional teams.
  4. Proven track record of leading winning customer success initiatives.
  5. Ability to analyze data and trends to drive informed decision-making.
  6. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty, retention and adoption.
  7. Entrepreneurial and creative mindset, able to identify opportunities to realize wins by thinking outside of the box.
  8. Participation in high-performance teams, continuously hitting success metrics.
  9. Ability to create high-impact slide decks and presentations that convey a compelling story.
  10. Familiarity with Google Suite, JIRA and Confluence is an asset.

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission - and a Laivly future.

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics. Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

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