Customer Success Manager

3 months ago

Laval, Canada Baseline Telematics Full time

**About the company**

Baseline.io is an innovative Software as a Service (SaaS) company dedicated to transforming municipal management through our industry-leading solution called Citycare.

Our mission is to enable municipalities to optimize their operations and improve the well-being of their communities.

**Workplace**

Telecommuting with occasional travel for in-person meetings with clients, trade shows, meetings with your manager as well as meetings with remote staff under your supervision.

**Job Mission Statement**

Help customers achieve the most value, the fastest, using our products and services in the most effective way by providing them with the training, change management, implementation planning and technical support needed to keep them happy, while constantly maximizing their use.

**Key performance indicators**
- The predictive indicator is revenue and usage growth per customer.
- The lagging indicator is customer retention during renewals.

**Job Description**:
We are looking for a passionate and motivated Customer Success Manager to join our team.

Your role will be crucial in encouraging municipalities to begin using the system in the free trials they’ve signed up for.

You’re responsible for guiding them through the orientation, initial use and adoption phases. You will support them during this critical phase to help them discover the value of our system, until they reach a usage threshold that encourages them to sign up for a paid subscription.

The initial usage starts with the implementation of Copilot.

**Expected results**

You are responsible for developing customer relationships that promote trust and loyalty. To achieve this, you and your team must work closely with customers to ensure that they are satisfied with the services they receive as well as resolve their queries and dissatisfactions quickly.

You need to know the solutions Snowman, Citycare, Govern, Airside And Driven by the company from top to bottom.

In addition, it is essential to fully understand the vision, mission, and strategic plan of the company.

You and your team will often be called upon to provide technical support to customers or provide training on the products they are using.

Beyond basic support, your goal is to help prospective customers plan and understand the best ways to use our solutions based on their specific business needs, and get them to a point where they are convinced our solution meets their needs, and they are ready to request a quote and purchase a paying monthly subscription.

Our Customer Success department is relatively new and rapidly evolving. Continuous improvement and agile evolution are necessary.

**Main responsibilities**
- Promote free trials of Citycare to municipalities.
- Support prospective paying customers in the orientation, initial set-up, use and adoption phases.
- Monitor the progress of municipalities and intervene if necessary to ensure their satisfaction and commitment.
- Monitor customer account usage and work strategically to meet thresholds that will lead to paid subscriptions.
- Improve the customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customer issues and track issues to resolution
- Maintain accurate records and document customer service actions and discussions in existing systems
- Respect and manage the approved budget
- Maintain an orderly workflow based on priorities
- Possess an overall relationship with assigned clients
- Establish a strategic trusted advisor relationship with each assigned client and generate ongoing value from our products and services.
- Increase adoption, ensure customer retention and satisfaction.
- Minimize “time to value” for each new customer we onboard
- Develop, prepare and maintain customer relationships so that they refer us.
- Work with clients to establish critical objectives or other key performance indicators and help the client achieve their goals.
- Work to identify and/or develop additional sales opportunities.
- Represent and advocate for customer needs/issues cross-departmentally, being their voice internally.
- Escalate technical issues to the right internal resources.
- Go beyond customer expectations.
- Providing customers with the consulting expertise needed to justify the purchase of a paid subscription
- Potentially evolve into a management position, including recruiting, training and managing other customer success managers, distributed across Canada and the United States.

**Parallel responsibilities**

In addition to the responsibilities outlined, your role will also include the documentation, prioritization, and testing of new features which are required to help customers obtain the most value from our solutions. You will work in parallel with the product team members, the scrum master, as well as the developers as required.
- Help define the product vision and strategy
- Conduct market research and analysis with existing clients
- Gather a

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