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Director of Client Success
4 weeks ago
4 weeks ago Be among the first 25 applicantsISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly.For more information, visit www.isaacinstruments.com.We’re excited to grow our team of tech pioneers and build the future of the trucking industry. Don’t hesitate to reach out and learn more about working with our friendly, in-house group.Job DescriptionJoin our team, as the Director of Client Success, where you’ll lead efforts to drive client satisfaction, retention, and growth through exceptional relationship management and strategic oversight. You’ll guide a dedicated team to ensure clients achieve their goals while fostering a collaborative, innovative, and supportive environment, through benevolent leadership. Together, we strive to exceed client expectations and achieve sustainable growth. Let's keep the wheels turning for our clientsResponsibilitiesDevelop and execute strategies to improve client retention, including loyalty programs and personalized engagement initiativesDevelop, monitor and analyze client health metrics to address risks and improve satisfactionLead efforts to resolve escalations and strengthen client relationships with tailored solutionsRegularly review and optimize onboarding and support processes for a seamless client experienceFoster strong, long-term client partnerships by aligning services with their evolving objectivesDeliver optimal client experiences through ISAAC‘s client journeyIdentify opportunities to meet clients through face-to-face interactions, digital touchpoints, and ongoing Periodic Business ReviewsCollaborate with product and marketing teams to drive the adoption of products and servicesEducate clients on product value through webinars, training sessions, and direct communicationOversee contract renewals, ensuring timely completion and alignment with company objectivesIdentify and pursue upselling and cross-selling opportunities within the client baseDevelop and monitor revenue and contract renewal results, ensuring alignment with company objectivesConduct regular account reviews with clients to assess satisfaction, performance, and opportunities for improvementTrain and empower the client success team to act on revenue generation and retention opportunitiesUtilize customer success platforms to monitor account health and provide actionable insights.QualificationsBachelor’s degree in business administration or a related fieldTen years of successful management experience, leading teams to achieve goalsStrong strategic vision combined with hands-on skills in execution, project recovery, and goal attainmentFluent in both French and English (Reason: Frequency of interaction, Complexity of relationships, Writing, Partners & others)Proficiency with the MS Office SuiteAbility and availability to travel, mainly across North America (5-8%)Valid passport & driving licence.ASSETSBe an active member of North American Trucking AssociationsKnowledge and complete understanding of truckingSalesforce and Gainsight knowledge.Additional InformationCollaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:varied career opportunitiesa stimulating work environment focused on innovationenthusiastic and collaborative teamscompetitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.various social activities and free snacks and coffee every day.Seniority levelDirectorEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT Consulting #J-18808-Ljbffr
