Customer Success Team Lead

5 months ago

Gloucester, Canada net2phone Canada Full time

**What we do.**

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

**Who we are.**

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times
- we average 1 minute wait times to reach a live, Canadian based support specialist.

And while that's unheard of in telecommunications
- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.

Join us and be a part of an evolving Customer Success team
- where your input is not only valued, but incorporated into our daily work.
- Would you like to start work every day knowing you’re helping bring solutions to Canadian’s leading businesses?
- Do you love overcoming challenges and solving problems?
- Are you curious and like to continuously learn?
- Are you adaptable and can change direction with ease when needed?
- Can you manage multiple detail-oriented tasks without breaking a sweat?
- Most importantly...Do you want to work with a brilliant team of high-performers who have a lot of fun together?

**About the team.**

While owning the ultimate success of their customers, our CSM's strive to provide an exceptional client experience with every interaction. As a Customer Success Team Lead you will lead by example and work closely with marketing specialists, account managers, and support agents to ensure that customer feedback is being incorporated into business, product, and development decisions. At the end of the day, you are ensuring greater overall product adoption and helping our customers with greater business value and satisfaction.

**Our Customer Success Managers core responsibilities include**:

- Driving the success of their customer segment, including adoption, retention, account growth, referrals, upsells and renewals through proactive, recurring outreach.
- Developing and maintaining a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy and measurements of success.
- Tracking accounts through data, identifying and developing new opportunities for expansion across the customer’s business to ensure contracted subscription growth and increased solution adoption across the organization.
- Driving the success of their customer segment, including adoption, retention, account growth, referrals, upsells and renewals.
- Ensuring that customers derive maximum value from their investments in net2phone Canada and fully leverage our services on an ongoing basis.

**What you’ll do.**
- Own a segment of our customers, acting as a CSM on their account and being fully immersed in the Customer Success team.
- Monitor agent activity to ensure the customer experience is meeting the standards set by Senior Management.
- Assist in mentoring members of the Customer Success team to ensure they’re achieving individual success and are improving their skill set in order to define their career path and growth opportunities.
- Assist in audits and reviews renewals, upsell opportunities and other areas of processes to ensure work is being completed properly, and with productivity. In addition, be able to use this information to provide timely feedback to each CSM.
- Assist in monitoring incoming case and task queues in Salesforce, and assigning appropriate workload to each team member.
- Advocate on behalf of the customer at all times.
- Drive product adoption and knowledge amongst team members as well as personally.
- Negotiate and renew customers’ contracts.
- Field questions from customers and help direct them to the appropriate resources to solve their problems.
- Assist in recruiting for Customer Success team members as well as performance management when required.
- Continuously monitoring the Customer Success industry for best practices and identifying areas for improvement with regards to processes and inefficiencies.

**What you need to be a CSM with us.**
- 2-3 years of customer experience
- Outstanding organizational skills with a strong attention to detail
- French-English Bilingualism is preferred, but not mandatory
- Never-ending curiosity (you’re going to meet a lot of different businesses)

**What we offer.**
- Join an amazing team culture who values work life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotel

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