Customer Success Manager

2 weeks ago

Ottawa, Canada Benbria Full time

(Hybrid - Kanata, ON)

Benbria's mission is to help organizations be loved by their customers and employees alike. Benbria helps brands build meaningful relationships with customers and employees by collecting valuable insights, engaging in real-time, automating action, analyzing experiences and closing the loop on feedback.

Benbria is a leader in Real-Time Experience Management (RTXM) technology, helping the world's most customer-centric brands deliver a superior experience that goes above and beyond their competitors.

Using a variety of channels of engagement including traditional, social and digital, the Loop Experience Platform enables brands to capture feedback and insights related to their experiences. This includes measuring loyalty, satisfaction and effort, real-time engagement, resolution, root cause analysis, motivating frontline employees, and reducing customer churn.

**Roles & Responsibilities**
- Develop and maintain Benbria’s Customer Success Playbook.
- Onboard new customers and optimize deployments for increasing time-to-value.
- Contact customers proactively and develop intimate relationships.
- Establish a trusted advisor relationship with customers and deliver continued value.
- Develop, prepare and nurture customers for long-term advocacy.
- Work with customers to understand their strategic objectives, identify key performance indicators, track progress and aid the customer in achieving their goals.
- Drive a variety of proactive activities such as health checks and executive business reviews for high-touch clients.
- Ensure timely and accurate customer health updates are captured including risk assessments, critical success factors and accurate account status reporting.
- Actively participate in internal monthly business reviews.
- Collaborate with other team members to provide ongoing training and educate customers on new product features.
- Escalate product-related issues and opportunities to appropriate team members including defects and enhancements.
- Collaborate with other team members to secure case studies from customers.
- Assist with the segmentation and assignment of accounts on a regular basis.
- Manage renewals and expansions based on assigned accounts.
- Actively contribute and help maintain Benbria's Help Center.
- Assist with customer support as necessary using a variety of contact methods.

**Skills**
- Comfortable learning complex software and training non-technical customers.
- Strong written and verbal communication skills.
- Ability to manage difficult conversations and promote the company effectively.
- Strong analytical and problem-solving skills.
- Excellent work ethic and a history of getting things done.
- Organized, adaptable, execution-oriented, and data-driven.
- High energy, self-motivated, and team-oriented.

**Qualifications**
- A minimum of 3 years of relevant work experience in a customer-facing role such as customer success, account management, client services or consulting.
- Experience working with SaaS solutions and managing recurring revenue.
- Proficient in building and delivering compelling proposals and presentations.
- Proficient with managing accounts, and building reports and dashboards.
- Bachelor's degree or college diploma.

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