Customer Success Manager

4 months ago

Montréal, Canada GHGSat Full time

GHGSat offers greenhouse gas detection, measurement, and monitoring services to industrial and government customers around the world. The company uses its own satellites and aircraft sensors, combined with third-party data, to help industrial emitters better understand, control, and reduce their emissions.

We are seeking a Customer Success Manager to join our Operations Team. Reporting to our Manager of Customer Success, your mission will be to manage complex projects and relationships with large institutional clients. Your primary responsibility is to be the go-to technical resource and operational point of contact for our customers and internal stakeholders on your assigned customer base.

You will utilize your knowledge of remote sensing, GIS, our unique methane detection technology, and delivery mechanisms to educate our customers, resolve their issues proactively, enable them to achieve full value of our products, and ensure their satisfaction. Your combined technical, account management, and project management skills will allow you to work closely with our Sales and Operations teams to effectively deliver white-glove service to our international clients.

**Responsibilities**:

- Coordinate between the Sales and Operations teams and our customers on all active projects to ensure seamless delivery of service to our customers and maximize retention and growth of our accounts;
- Track project requirements and milestone achievements. Take proactive action to ensure we meet all project requirements. Report on project outcomes regularly;
- Provide prompt and effective responses to customer inquiries, troubleshooting any technical issues and coordinating internal resolution, and addressing concerns to ensure a positive experience with our technology and services;
- Act as an internal advocate for our customers with our Product Management and Software teams to drive internal adaptation of our products and services in alignment with the evolving needs of our customers;
- Lead the customer onboarding process, ensuring customer requirements are properly understood and that customer expectations are aligned with our products and services;
- Establish and grow strong relationships with key stakeholders within customer organizations by being their trusted advisor;
- Support the development of Customer Success processes and methods for cross-customer monitoring and analytics to gain insights that will drive internal strategy.

**Skills**:

- Proven experience (> 3 years) in Customer Success, Account Management, Project Management, or equivalent roles. Experience working in a similar role at an Earth Observation or data company is considered a significant asset;
- Relationship management and technical sales acumen with tangible business successes. Communication and interpersonal skills must be sharp;
- Experience working with senior external stakeholders at large, international institutions;
- Proven project management skills leading to the successful and timely deliver of complex projects. Experience managing projects delivering operational services to governments is considered a significant asset;
- Strong account management skills with demonstrated ability to enable user adoption of products or services;
- Excellent written and verbal command of English. Knowledge of other languages is considered a plus;
- Ability to learn new technical tools quickly.
- GHGSat offers a creative and highly-motivating work environment. We offer competitive salaries, health and social benefits including flex-time and continuing development. We are committed to a diverse and inclusive workplace. GHGSat is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your recruiter._

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