Customer Success Manager

2 weeks ago

Saskatoon, Canada Andgo Full time

This will require working closely with our customers and possessing a thorough understanding of the Andgo system's operation, how it fits within a customer's IT landscape, and their day-to-day business operations.

**Andgo Customer Success Core Mandate**:

- **Relationships**: Customer experience is a top priority, and continually focusing on deepening our relationships beyond the Project team
- **Retain & Grow**: Focus on customer account growth & renewals. Understanding the value add and meaningful KPIs. Current rollout and possible expansion avenues
- **Andgo Experts**: Understand the customer’s business, structure, reporting lines, and key decision-makers. Continually demonstrating the value of Andgo
- **Advocacy**: Conduct cross-team communication with the customer’s voice. Working alongside Marketing/Sales/Product engaging the customer in programs and initiatives. Building a community for customer growth, advocacy, and connections

**What you bring to the team**
- Keen problem solver; proactively identify weaknesses in organizational processes and actively work to make systems more efficient
- Excellent relationship builder; continually looking to build and maintain close relationships
- Exceptional communicator; able to change your messaging depending on stakeholder and communication format
- Collaborator; enjoy working across teams to ensure all customer needs are being addressed and elevated to the appropriate stakeholders
- Self-motivated; generate innovative ideas to inspire customer loyalty and adoption.
- Highly organized with keen attention to detail; able to efficiently track and attend to multiple customers and their varying requirements.
- Present diplomacy, tact, poise, and professionalism under pressure and when working through customer issues.

**What you’ll be doing**

**Relationship Management**
- Manage relationships with multiple stakeholders within a customer ecosystem
- Maintain frequent meaningful communication throughout various customer journey stages.
- Participate in project implementation by ensuring KPIs are gathered and tracked, and ROI is achieved
- Proactive communication with customers regarding upcoming software upgrades and potential opportunities to improve user experience.
- Working closely with product, finance, sales, and marketing in overall customer enablement and account management

**Retention & Growth**
- Expanding portfolio revenue by identifying opportunities to introduce new features and modules, increase user count, add new business units, and ensure renewals.
- Analyzing customer data and guiding customers to discover aspects of the product that are most beneficial and valuable to them
- Look for ways to support customers with adoption and change management

**Andgo Expert**
- Seen by the customer as their trusted strategic partner in getting the most value from their Andgo subscription
- Work closely with internal teams to report on customer challenges, user trends, and resolve customer inquiries.
- Keeping customers updated on changes to the Andgo products they’re using, advise on new features, and new products so that they realize the value of the Andgo solution in their day-to-day operations
- Contribute to the development of documentation; assist with customer proposals
- Understanding the customer’s contract and SLA.

**Advocacy**
- Represent the customer's interests internally at Andgo.
- Gathering customer feedback and sharing it internally to improve the product and/or establish the best customer experience
- Encouraging customer advocacy through surveys, external reviews, case studies, testimonials, and referrals
- Contribute to developing a community that provides value and excitement with customers.
- Bachelor's degree / post-secondary education, with experience in healthcare or manufacturing.
- Multiple years of experience in customer-facing customer success, relationship management, account management, or strategic consulting, including communicating deliverables and schedules, and maintaining accountability across all stakeholders (experience in B2B SaaS is preferred).
- Outstanding emotional intelligence and a collaborative mindset.
- Experience reading financial statements, legal agreements, and contracts.
- Exceptional communication, writing, and time management skills.
- Ability to prioritize and multitask.
- Ability to measure and communicate progress to multiple customer personas; decision-makers, influencers, and operational users.
- Experience building strong internal and external relationships.
- Consistent track record of highly professional strategic and prescriptive customer management in a fast-paced, dynamic environment.

**Work with us**
- Remote-friendly (Canada & US)
- Health & dental benefits
- Professional development budget
- 4 weeks of vacation
- Flexible Hours
- 10% Time: work-related side projects of your choosing
- Great team members
- Opportunity to make an impact on Canadian Health Care

**If you feel li

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