Enterprise Customer Success Manager

6 months ago

Toronto, Canada Thentia Full time

**About **Thentia**

Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.

**About **T**he **R**ole**

As the CEO of the customer, Thentia’s Enterprise Customer Success Managers are responsible for the full lifecycle of the Customer relationship, and the growth of trusted partnerships with our customers. From onboarding and adoption, an onwards through a customer's journey, the “ECSM” will utilize strong collaboration skills to improve Customer outcomes and drive value in partnership with other organizations including working directly with Sales, Services, Product, Marketing, Technical Support, and Finance.

**Responsibilities**
- Own the overall Customer relationship; ensure customer satisfaction, retention, and growth
- Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Thentia’s technology from executive sponsors to day-to-day contacts
- Provide consistent, predictable and transparent communication to all external and internal stakeholders
- Manage all aspects of the customer contract renewal lifecycle including proactive customer communications and collaboration with Thentia’s legal and finance teams to negotiate contracts and maximize value
- Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals.
- Facilitate customer/end user platform adoption, efficacy, and growth
- Document use cases, develop success plans, and advocate for your customers influencing our product development and future roadmap
- Leverage expertise to expand the customer’s use of the Thentia platform.
- Establish a trusted advisor relationship with our customers to drive strategic value.
- Build, maintain, and leverage appropriate relationships within each Customer to influence adoption and create strong support for new opportunities.
- Manage customer escalations; build/maintain rapid channel of communication to customer in case of online service-related issues and events.
- Up-sell and uncover new revenue opportunities through partnership with Sales.

**Qualifications**
- Bachelor's degree (or equivalent) in a related field; master's degree in management-related field preferred.
- 6-plus years of Account or Relationship Management required
- 4-plus years in a SaaS environment, with database-driven workflow products; Regulatory industry experience a plus.
- Proven success building and growing relationships within high levels of Government or with Enterprise/Fortune 500 clients.
- Able to effectively prioritize and manage multiple complex customer relationships concurrently.
- Experience providing insights, building relationships with, and driving value to C-Level contacts in a business to government or business to business environment.
- Proven track record of sustaining and growing relationships and ensuring timely renewals.
- Excellent communication, presentation, interpersonal skills, and an enthusiastic team-player.
- Exceptional time management and organizational skills, detailed-oriented, and meticulous.
- Ability to work in a dynamic, fast-moving environment and switch gears, as necessary.
- Self-starter, independent work ethos, able to work virtually with various team members across multiple locations.
- Strong problem-solving skills, ability to get to in front of challenges and see issues through to resolution.
- Strong proficiency in Microsoft Office Suite.
- Experience in Customer Relationship Management (CRM) tools
- Ability to travel within the United States or Canada, up to 25 % is required.

**We**’re** proud to be **‘Great Place to Work’ certified** in the U.S. and Canada. **Nearly 90% of our employees have participated and nearly 9 out of 10 employees overall agreed that Thentia is a ‘great place to work’.

**Compensation**

Thentia provides employees with a competitive base salary along with:

- Full Health Insurance coverage (programs vary for each country)
- Flexible paid-time-off, including vacation and wellbeing days, and volunteer days
- Parental Leave
- Year-end

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