Customer Success Manager

2 weeks ago

Vancouver, Canada Ntirety Full time

The Customer Success Manager will take a leadership role in maintaining relationships with clients by leading the post-sale account management team. The role is responsible for the management of programs designed to accelerate revenue, improve overall productivity, and sales effectiveness of Ntirety’s customers. This position will be required to interface with internal and external functional teams to improve processes, products and marketing efforts. In addition, they will be responsible for the development not only themselves but the Customer Success Team as we further define our customer experience. This position will partner with other internal groups to support multiple sales enablement initiatives aimed at adding value to the customer relationship and empowering their sales force with training, coaching, sales management and tracking.

**ESSENTIAL JOB DUTIES AND RESPONSIBILITIES**:
Act as a trusted advisor to key business stakeholders and sponsors to drive product adoption and ensure they leverage Ntirety’s product and solutions to achieve their business goals with measurable outcomes
Operate as the lead point of contact for any and all matters specific to your account base
Partner with Strategic Account Executives and Technical Account Managers to manage, retain and grow your business
Work with customers to design their Customer Experience Programs aligned with Ntirety’s customer-first approach and product capabilities, while ensuring customer objectives are clearly documented and reviewed throughout the customer journey
Analyze client portfolio to proactively identify churn risk, renewals, up-sell opportunities, and outreach strategy on a quarterly basis
Effectively navigate client’s organization to grow our relationships and influence
Define Customer Reporting and manage the process to automate the reports
Map out organizational structure of your assigned customers within 60 days of start
Identify product adoption and white space within 60 days of start, while collecting customer feedback and ensuring the feedback reaches the necessary departments
Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations
Track customer metrics and sentiment to identify churn risk and work proactively with sales and executive sponsors to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable
Create real referenceable clients in 25+% of client base and work closely with the marketing team to define and highlight these clients
Prioritize and drive resolution on escalated customer issues
Monitor and facilitate customer adoption of our solution features and functionality while providing an understanding of their overall business needs as they relate to our products
Document all communication with users and accounts accurately and in a timely manner in Salesforce
Provide product training, onboarding and escalations for new and existing customers
**Requirements**:
**DESIRED MINIMUM QUALIFICATIONS**:
Bachelor’s degree required
2+ years of experience in Customer Success
Experience with Salesforce
Flexible schedule for related customer issues or escalations
Data-Driven Analysis - with the ability and willingness to gather relevant information, notice relationships between different systems and reason from cause to effect and generate effective solutions to practical day-to-day problems
Excellent interpersonal skill with the ability to build authentic business relationships and deal effectively with relational challenges as they come up
Resourceful and creative troubleshooting skills to provide optimal business outcomes for customers
Proficient in Microsoft Office (Outlook, Excel, Word and PowerPoint) required
Outstanding presentation, development, and delivery skills, with the ability to inform, influence and impact all levels of management
Excel at working in a collaborative, team environment while able to work independently with mínimal supervision or oversight
Strong organizational, project management and time management skills with the ability to prioritize and manage competing priorities
Innovated, courageous, persistent and patent. Someone who loves overcoming challenges and presents solution driven results

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