Strategic Customer Success Manager

3 weeks ago

Toronto, Canada SysAid Technologies Full time

SysAid Technologies Ltd, an international leader in providing comprehensive IT management solutions, is seeking a Customer Success Manager for our Strategic/Enterprise Customer Segment to join our team in Israel to support some of our largest Global customers. Your primary responsibility will be to drive net retention, and usage, and build customer relationships. The ultimate goal is to become a true partner and advocate for your customer within SysAid.

At SysAid, we provide affordable, innovative, and intuitive ITSM solutions aligned with industry best practices, to help our customers through automated business processes. Our customers’ success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.

**Who you are**:

- Someone who has true customer empathy and loves to solve problems
- A personable and enthusiastic professional
- Strong sense of ownership and accountability
- Creative problem solver
- Proactive, with excellent foresight and planning skills
- Ability to work under pressure and as part of a dynamic environment
- Motivated and driven
- Strong prioritization, time management, and organizational skills
- Project management skills for tracking and executing a large number of interactions and milestones

**What you will do**:

- Manage Strategic/Enterprise Accounts
- Be a trusted advisor and relationship manager for your customers
- Manage the renewal cycle and contract processing to ensure no service disruptions.
- Set regular cadences with customers
- Drive and maximize the utilization of the product
- Work with the Licensing Specialists to identify expansion opportunities
- Conduct account health checks and analysis to assess risk potential
- Prepare and present Quarterly Business Reviews
- Find gaps of dissatisfaction and work with internal teams to rectify any outstanding concerns
- Ensure successful delivery of our solutions by our customer timelines
- Create value for customers by building strategic partnerships and identifying success criteria
- Serve as the escalation point for your customers on bug requests and new feature requests - work with operational departments to prioritize, and set the customers' expectation

**Requirements**:

- 3+ years of experience in Customer Success or Account Management roles handling Enterprise sized accounts
- Experience in the IT industry (SaaS preferred)
- Bachelor or College degree in Business, Computer Science, Information Technology, or related
- Experience managing a million-dollar book of business with a record of successful forecasting and quota attainment
- Exceptional communication skills and strong business acumen
- Technical proficiency
- A proactive, energetic, and go-getter mentality. Thrive in a multitasking environment

**Key Success Measures**:

- Retention rate
- Expansion target
- Increase and maintain a healthy Net Promoter Score (CS NPS)
- Drive multi-year renewal contracts

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