Customer Success Manager
1 month ago
**Date Posted**: 12/3/2024
**Job Snapshot**:
**Employee Type**:
- Full-Time
**Location**:
Work From Home-
**Job Type**:
- Sales
**Date Posted**:
- 12/3/2024
**Job ID**:
- 250761**À propos de nous**:
Intrado se consacre à sauver des vies et à protéger des communautés, en les aidant à se préparer pour des événements critiques, à intervenir lorsqu’ils surviennent, et à s’en rétablir.
Aujourd’hui, notre entreprise de logiciels en tant que service (SaaS) de pointe est à l’avant-garde de la transformation du continuum des interventions d’urgence du service 911, grâce à des logiciels fondés sur des données de prochaine génération. Les solutions d’Intrado permettent aux entreprises, aux préposés aux appels, aux répartiteurs et aux premiers intervenants de prendre des décisions plus éclairées, d’intervenir rapidement et de façon sécuritaire et, ultimement, de mieux desservir leurs communautés.
**Résumé du poste**:
**Le Gestionnaire de la réussite client** est responsable d'appliquer des principes techniques, une théorie et un leadership éclairé à nos clients, offrant une visibilité sur les connexions et les interdépendances entre les flux de travail et les équipes. Le Gestionnaire de la réussite client est également le lien avec la fonction commerciale et est chargé de fournir des mises à jour et des rapports exécutifs, comprenant la création d'une feuille de route de la réussite globale du client.
Les Gestionnaires de la réussite client peuvent fonctionner de manière indépendante avec peu de conseils, contribuer à la stratégie globale du compte et assurer l'alignement sur la feuille de route stratégique de l'entreprise.
**Fonctions essentielles**:
- Être le guide des clients tout au long du parcours post-vente et plaider pour influencer la feuille de route et les améliorations de l'offre Intrado.
- Diriger le processus d'intégration, d'adoption, d'expansion des relations et de renouvellement de nos clients.
- Établir un partenariat solide avec les parties prenantes du client, les partenaires/distributeurs et les parrains exécutifs, devenant ainsi un conseiller de confiance.
- Établir des relations solides avec les clients, communiquer fréquemment pour renforcer ces relations tout en découvrant de nouvelles opportunités de service pour l'équipe du compte.
- Surveiller de manière proactive les indicateurs clés de performance tels que le NPS, la satisfaction client, l'adoption et le niveau d'engagement du client.
- S'engager de manière proactive avec le Support et l'Ingénierie pour surveiller et résoudre des problèmes techniques complexes.
- Gérer les risques et les problèmes et prendre des mesures correctives, y compris l'escalade vers le propriétaire commercial et l'équipe exécutive.
- Présenter des revues d'affaires en collaboration avec l'équipe du compte.
- Travailler en étroite collaboration avec les principaux dirigeants des organisations Ventes, Marketing, Support, Produit et Juridique. Effectuer d'autres tâches et projets assignés.
**Éducation**:
- Diplôme de baccalauréat d'une université accréditée avec des cours majeurs en commerce, ingénierie, informatique, arts libéraux ou domaine connexe requis.
- Une expérience professionnelle équivalente dans un poste similaire peut être substituée aux exigences éducatives.
**Expérience**:
- 5 ans d'expérience minimum dans la gestion de programmes ou les relations avec la clientèle, de préférence au sein d'une entreprise SAAS (logiciel en tant que service) ou dans une industrie connexe, sont requis.
- 1+ an d'expérience en gestion de programme préféré.
- Participation à une rotation d'astreinte pour les événements et incidents requise.
- Capacité démontrée à équilibrer plusieurs priorités et échéances.
- Connaissance de base de MS Word, PowerPoint, Excel, Outlook requise.
- Voyages (tant locaux qu'internationaux vers les États-Unis) requis, au besoin.
**Langue**:
- Bilingue en français et en anglais requis.
La description de travail documente la nature générale et le niveau de travail, mais ne se veut pas une liste exhaustive de toutes les activités, fonctions et responsabilités requises des titulaires du poste.
**Avantages et rémunération**
Vous voulez aimer là où vous travaillez? Chez Intrado, nous offrons un régime complet d’avantages sociaux qui comprend ce que vous attendez (assurance médicale, assurance dentaire et assurance des soins de la vue, assurance-vie et assurance invalidité, congés payés, régime enregistré d’épargne-retraite (REER) avec cotisations égales de l’employeur et compte de gestion de dépenses flexible, et plusieurs avantages qui excèderont vos attentes, tels que le remboursement de frais de scolarité, des congés parentaux payés, l’accès à une bibliothèque complète de ressources de formation personnelle et professionnelle, des rabais d’employés, des assurances couvra
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