Customer Success Manager

1 week ago


Waterloo, Canada P&P Optica Full time

**About P&P Optica**

We’re a truly diverse team in every sense of the word, and our team is incredibly smart. Our culture is respectful and caring, and work-life balance is a real thing PPO is a well-funded, scaling company with huge opportunities for career growth in every part of the organization.

If you’re looking for an opportunity to tackle challenging problems that affect everyone on the planet, PPO is the place for you.

**Location**

This role is currently a remote role, working from home. In the future, the role may become a hybrid role, where you’ll work part of the time from home and part-time from PPO’s offices in Waterloo Ontario.

**What You’ll Get To Do**

As the Customer Success Manager at PPO, you’ll be a trusted advisor for PPO’s clients: some of the largest companies in the food processing industry. You’ll be working with senior executives, floor supervisors and everyone in-between, to manage their in-life experience with PPO.

You’ll help guide our customers through their onboarding process, support them as they add features and additional services from PPO, ensure that maintenance is completed on time, and remind them regularly of the value that the PPO system delivers to them. You’ll work with our customers to proactively prevent support issues from cropping up: offering customer training and retraining and working with the PPO team to address ongoing or consistent issues.

Along with sales and marketing, you’ll be a vital voice of the customer within PPO, offering insights to our executives and our product management team about how our customers are using our system and where opportunities might be to expand or enhance PPO’s product and service offerings.

Customer experience is incredibly important at PPO. As the Customer Success Manager, you’ll own that customer experience and will be measured primarily on customer satisfaction and retention, not on revenue. We want you to be focused on the customer first

**You at PPO**

You want to work for a fast-paced, growing company that focuses on providing innovative solutions to help its customers. You want to work for a fast-paced, growing company. You're incredibly customer-focused and you build exceptionally trusting relationships with your customers. You want to be part of a team of motivated people who are eager to solve challenging problems and learn new skills. You have a positive attitude; you care about doing things right, and you're motivated by making a positive impact.

**Skills and Experience**
- Minimum of 7-10 years of relevant experience in customer support and/or customer success. Experience in the food industry or in industrial equipment manufacturing is a HUGE bonus
- Demonstrated experience in working with highly technical products and a highly technical team. Skills and experience in hardware engineering, software development, optics, electrical or electronics would be extremely helpful.
- Demonstrated success in delivering high-impact customer experience to large, complex clients.
- Demonstrated experience in managing a diverse group of clients with widely varying needs.
- Demonstrated success in managing large, complicated projects with tight timelines.
- Success in working both independently and in a team.**Personal Qualities**
- Entrepreneurial mindset; passionate about helping to build businesses
- Highly focused and driven to succeed
- Exceptional communicator - both written and verbal. Able to work effectively with people at all levels of a customer organization, from the boardroom table to the floor in a plant.
- Excellent and empathetic listener.
- Self-aware and committed to personal development
- Excellent time management and organizational skills
- Naturally inquisitive
- Well organized and detail-oriented
- Systematic approach to managing work and solving problems
- Optimistic and enthusiastic approaches to projects with a “can-do” style

**Bonus Skills and Experience**
- Experience in the food industry or in industrial equipment manufacturing is a HUGE bonus

**Life at PPO**

You’ll REALLY love working at PPO. Here’s why:
**Open Culture**: our culture is based on openness and trust, and that’s reflected in everything we do. We’re a very diverse team and we celebrate what we share as well as our differences.

**Supportive Environment**: We love celebrating birthdays, work anniversaries and other special events. We also challenge each other to meet both our personal and professional goals.

**Work-life Balance - Really** We believe in working hard. We also believe that work is just one part of life. We make sure you have time for activities and responsibilities outside of PPO. You also receive flex days in addition to your allocated vacation.

**Social Events**: You’re invited to join us at happy hour every Friday and our monthly team social. Past socials include dumpling making, axe throwing and trivia.

**Health Benefits**: PPO offers very competitive benefits



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