Customer Success Manager

5 months ago

St Catharines, Canada Duratherm Canada Full time

Duratherm Canada is an industry leader specializing in heat-transfer fluid technologies. We are currently searching for a **Customer Success Manager **(B2B) to work in our St. Catharines office.

**A Bit About Us**

We are passionate about finding solutions for our customers, and we take pride in the level of service we provide for our mission-critical products. We are looking for an experienced customer service professional to take care of our most important assets, our customers.

**Role Details: A Day in the Life**

This role is akin to traditional account management with a distinctive focus. Different from typical account managers, we're not looking for aggressive sales tactics or extensive business development efforts. Instead, we need someone who excels at maintaining regular communication with our diverse portfolio of manufacturing customers.

In this role, you'll be our customers' primary point of contact, ensuring their satisfaction and addressing any concerns or needs that they may have. Our service model tends to be transactional in nature— we are proactive in our approach, but customers typically engage with us when they encounter a problem or need to replenish their supplies. Your task will be to anticipate needs and keep the connections active to encourage long-term relationships.

As the main point of contact, you will fully manage all activities related to current customers, such as customer engagement, providing quotes or facilitating orders, conducting routine check-ins to anticipate needs, managing service tickets, managing our sample analysis program, and ensuring seamless communication at every touchpoint.

At the heart of your responsibilities lies a commitment to intuitively understanding and addressing customer requirements. With experience, you'll become an autonomous force, empowered to structure and implement your own service and communication initiatives. Your role is beyond templates and scripts; it's about assessing customer needs and crafting tailored solutions that exceed expectations.

Our products play a critical role in our customers’ operations. Ensuring our customers get our products and support in a targeted, timely way is crucial to your success in this role.

**If the following resonates with you, reach out**
- You have a B2B account service track record to be proud of. You genuinely care about customers and their success and have built solid relationships with customer accounts because of this.
- You’re experienced working with customers of various sizes and sales volumes. Our accounts range from simple, smaller projects to larger ones that are more involved.
- You’re comfortable communicating with individuals at various levels; your ability to navigate these interactions with professionalism and empathy has helped you build trust and foster long-lasting partnerships in the past.
- You possess the ability to think critically, make connections, and work through ambiguity with ease. You can draw upon available information to form your own conclusions, demonstrating keen problem-solving skills and common sense. Your capacity to analyze situations, identify patterns, and devise strategic approaches allows you to face challenges and seize opportunities.
- Your proficiency in common computer software extends beyond the basics; you can leverage these tools at an intermediate to advanced level to streamline tasks and enhance productivity. Experience with CRM systems is essential, as you'll be using this platform to manage customer relationships effectively, drive strategic initiatives, and optimize workflows.

**What We Offer**
- Competitive wages and employee benefits.
- 9-5 weekday shifts, so your weekends are free.
- Room to grow and learn if you have the ambition to blaze your own trail.

If any of the above sounds interesting, we would enjoy hearing from you

**If you want to stand out, we encourage you to include a cover letter letting us know why you’d be a great fit.**

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- B2B customer service or account management: 3 years (preferred)

Work Location: In person

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