Customer Success Manager

5 months ago

Montréal, Canada Explorance Full time

Join a Montreal headquartered company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters.

Explorance is a rapidly growing software company recognized for its unique workplace culture. We strive to be the best we can for our people, our customers, and the community.

**Job Overview**:
Our CSMs are primarily responsible for providing stellar service and helping clients realize the full value of our SaaS based learning analytics software. Through a focus on building strong relationships, CSMs ensure the satisfaction and success of our clients on a day-to day basis.

Successful CSMs are thoughtful communicators with a strong customer orientation and a history of naturally becoming experts in any software they utilise. We use a proactive, resourceful approach to not only answer questions and resolve issues, but to become a trusted partner and exceed client expectations.

**What you will do as a Customer Success Manager**:

- Manage a portfolio of 15-20 large-scale Enterprise clients.
- Be a strategic thinker and partner who connects customer goals with Explorance products.
- Maximize client satisfaction and adoption.
- Contribute to client retention for assigned accounts through proactive engagement.
- Develop strong consultative relationships with clients, including understanding their business objectives and identifying how Explorance can meet their needs.
- Serve as an expert in learning analytics within our Metrics that Matter software platform.
- Perform annual client reviews for all accounts.
- Deliver Data Analyses to subscribing clients.
- Perform high level product and service consultations.
- Perform software trainings, implementations, and oversee software upgrades.
- Bring intelligent product feedback from clients to the Explorance Product team.
- Provide client account updates to team members, Sales Executives, and Leadership staff.
- Provide exceptional support by troubleshooting technical inquiries and sharing best practices as it relates to the Explorance software.
- Independently manage incoming client support tasks and ad-hoc projects.

**Key Skills Needed for Success**:

- Empathy and an intrinsic desire to help others.
- Have a passion for corporate L&D and employee skill and career development.
- High degree of self-motivation and ability to work independently.
- Outstanding written and verbal communication; able to communicate effectively with all levels at an organization.
- Strong PowerPoint and presentation skills.
- Ability to quickly learn complex technology.
- Critical thinking, resourcefulness, attention to detail, and problem solving.
- Proven experience managing projects and meeting deadlines.
- Time and task management expertise.

**Experience & Education Preferred**:

- Bachelor’s degree
- 2+ years of experience as a Customer Success Manager in a SaaS based environment:

- Ability to travel up to 20% for onsite customer meetings or team trainings.
- Enterprise L&D or HR experience is a plus.
- Microsoft Office, Slack, Zendesk, and Salesforce.

**Other Requirements**
- At Explorance, we take inclusion to heart and live it each day. We put the ‘human’ first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check._

**About Explorance**

Founded in 2003, Explorance supports more than 20 million people in their individual journeys of purpose, growth, and impact. As the leading provider of Feedback Analytics Solutions, Explorance empowers organizations with actionable decision-making by measuring students’ and employees’ needs, expectations, skills, knowledge, and competencies. Explorance facilitates continuous improvement and accelerates the insight-to-action cycle leading to personal growth and organizational agility. Headquartered in Montreal with business units in Chicago, Chennai, Melbourne, Amman, and London. Explorance works with 25% of the Fortune 100 and 30% of the top Higher Education institutions, including 8 of the world’s top 10 business schools. The company has clients in more than 50 countries.

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