Customer Success Manager

4 weeks ago

Markham, Canada Doxim Inc. Full time

Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.

JOB DEFINITION:

The Customer Success Manager (CSM) role at Doxim, is responsible for developing and maintaining these customer relationships with 3 main goals in mind:

  • Driving the end to end onboarding phase of the customers journey, ensuring that the customers’ experience achieves the definition of “what success equals” that they provided to us pre-close.
  • Ensuring that the customers’ ongoing journey with us delivers a positive experience, such that they are willing to entertain expansion of the Doxim relationship through up-sell and cross sell initiatives.
  • Ensuring that the customers’ long-term experience with Doxim is a positive one, by efficiently addressing any issues and concerns they have and resolving any incidents as they arise, so these things don’t negatively impact the renewal event, as and when it comes around.

The CSM achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their ‘trusted advisor’, to ensure that Doxim products and services help them to achieve their desired outcomes.

ROLE RESPONSIBLITIES:

More specifically, the CSM role encompasses the following responsibilities:

1. ONBOARDING, ADOPTION AND VALUE REALIZATION:

• Act as the customer champion for all professional service or other implementations/ interactions, ensuring that we:
a. Properly manage customer expectations
b. Consistently deliver in-line with these expectations and accountabilities
c. Rigorously follow the Implementation and Go-live playbook

• Drive all aspects and activities associated with the adoption and value realization phase of the customer journey.
• Be the champion for the end to end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey.

2. ONGOING CUSTOMER INTERACTIONS:

• Operate as the day to day point of contact for customers in your segment.
• Ensure that issue and related escalations are managed to resolution efficiently across the organization.
• Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories.
• Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys)

3.EXPANSION AND RENEWAL ACTIVITIES:

• Know what products and services the customer currently has and understand what additional products and services may prove valuable to them.
• Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team
• Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.)
• Thoroughly plan for all customer renewals and ensure these are completed on time, leveraging additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this)

ROLE REQUIREMENTS:

• Minimum 5 years’ experience working for a B2B SaaS vendor
• Previous experience as an Account Manager/Customer Success Manager
• Experience working with in US Financial and Credit Union industry
• Ability to manage multiple projects simultaneously while paying strict attention to detail
• Excellent verbal and written communication skills backed by a strong technical aptitude
• High degree of professionalism and integrity plus ability to establish customer trust
• Excellent interpersonal skill with ability to build authentic business relationships
• Teamwork mentality and willingness to assist wherever needed
• Ambitious and driven, thriving in fast-paced and demanding environment
• Experience analyzing data & trends to identify product or service growth opportunities
• Proficient in Salesforce & Microsoft Office
• Bachelor’s degree from college or university or applicable experience

Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.
EOE/M/F/Disabled/Vets
Doxim is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veterans’ status.

#INDOX

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