Customer Experience Manager

2 weeks ago

Toronto, Canada Lumerate Full time

Lumerate is growing rapidly, and we’re searching for a Customer Experience Manager to join us for the journey

**Who is Lumerate?**

We are a Toronto-based SaaS company. Our vision is to be the world's most useful and trusted source of information for professionals seeking to understand what's happening in their industry. Our mission at the company is powering informed industry conversations.

**The Vision**:
With customers as the guiding force behind our innovation, Zapyrus will become the business development thought leader in the MedTech industry through product, people, and process.

**The Mission**:
As Zapyrus grows in MRR and user base, we look towards opening a multifaceted role that can be a customer voice and combine our product marketing lead strategy in order to maximize customer retention, engagement, and expansions.

**What the role looks like**:
Reporting to the Zapyrus Commercial Director, you’ll be a leader of the customer empowerment unit at Zapyrus. Immerse yourself deeply in the unique workflows of Zapyrus users around the world, be a domain expert in MedTech, and lead the charge in customer development initiatives.

‍**What you’ll be responsible for**:
**As an account specialist you will**
- Work with leaders and end users to build champions
- Develop strategic pathways to maximize the growth of high value expandable accounts (medium to enterprise level)

**As a leader you will**
- Develop current and future Zapyrus customer empowerment managers
- Hire future customer empowerment managers
- Develop and implement annual account development strategies
- Manage and execute proactive customer development projects
- Conduct customer development workshops for the Zapyrus commercial team

**As a customer champion you will**
- Work closely with the product marketing team to develop content strategies towards supporting expansion, engagement, and retention initiatives
- Document customer empowerment processes
- Implement new and innovative ways to streamline customer support processes for each segment of the Zapyrus customer base
- Collaborate in product development initiatives to solve unique customer needs.

‍**Who will be successful in this role?‍**
- You have extreme curiosity and will not give up until you get to the root cause of a problem
- You thrive in an environment to experiment with innovative ideas
- You are excited about building the best team, processes, and product
- You have a high level of empathy and integrity
- You thrive in an environment where you get to solve complex and collaborative problems
- You are passionate about leading the next generation of customer empowerment managers
- You have a consistent track record of hitting expansion targets and/or new deals quarterly
- You have demonstrated the ability to manage multiple stakeholders on high stakes leadership calls
- You have experience in complex, large group SaaS product demonstrations
- You have a high level of resourcefulness
- You have proven ability to execute and meet deadlines

**Nice to haves**
- 5+ years of SaaS experience
- Familiarity with the SPIN selling methodology
- Proven experience in leading people
- 3+ years in the Life Sciences or MedTech industry
- 2+ years of enterprise account management experience (with expansions and renewal targets)

**Why Lumerate? Fancy perks etc.**
- Help shape the future of a bootstrapped and profitable Canadian tech company
- Be a part of a tightly-knit team with a thriving hybrid culture
- Three weeks paid vacation + paid statutory holidays
- Join us for our annual all-company retreat (past destinations include Iceland, Costa Rica, Portugal and Dominican Republic)
- Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes)
- Take part in our Employee Giving Program (you choose the causes and the company provides the funds)

**Salary**: $90K to $115K per year CAD OTE (individual expansion + team retention), depending on the transferability of your experiences and competencies.

**Start Date**: March 3, 2025
- Lumerate is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status._

Pay: $90,000.00-$115,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Toronto, ON M6P 3T1

Expected start date: 2025-03-03

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