Customer Success Manager

3 weeks ago

St Catharines, Canada Clickback Inc. Full time

**Customer Success Manager**

**Overview**:
We are looking for the right person who has customer support or service experience, preferably within the business to business (B2B) space, to join our customer success team in this exciting new position with Clickback.

**Software Support (50% of role)**
- Example activities in this role can include answering post-sales questions, software setup inquiries, software or feature support
- Tier2 or escalated cases will require you to manage and work with other back-office teams
- Learn, maintain and incrementally improve product knowledge not only for yourself but tools used by the whole CS team
- Achieve a high satisfaction rating from your customer interactions
- Comfortable reporting trends, hurdles or unique customer situations to management that are encountered by your customers
- Able to make recommendations for product development or improvements
- Strong written and verbal command of the English language is a must

**Account Management (25% of role)**
- Understand the customer’s expectation from the initial sales process
- Provide onboarding support in addition to our regularly scheduled webinars
- Become an ‘Engagement Specialist’ to help customers to optimize their lead generation
- Understand the customer’s target audiences

**Retention (25% of role)**
- Participate in presenting software onboarding webinars for new customers
- Assist with updating customer user guides and software/feature videos in our user guides in the software
- Assist with the incremental updating of our internal Product Knowledgebase used by the CS team and other internal teams
- Effectively manage customer cancelations and escalated cases with provided systems
- Effectively report and manage all future contract renewals in a timely manner
- Implement customer surveys to determine customer satisfaction ratings, then review suggestions, and execute improvements to increase the lifetime value of customers

**What you will need**
- College or University education in Sales or Customer Relations or equivalent combination of education and experience
- Work experience in a help desk or call centre software support position would be preferred
- Experience taking escalation and retention calls is preferred
- Comfortable picking up the phone and calling customers to build a strong relationship
- Able to learn new information quickly
- Fully proficient with Microsoft Office
- Hands-on professional, relevant Help Desk or Support Ticket software experience such as Salesforce, Service Cloud or Zendesk preferred
- Strategic thinker with a “Customer First” focus

**What you will get**:

- Opportunity to work for a successful and growing SaaS company
- Working with cool, leading edge software products
- Competitive salary
- Christmas bonus
- Paid personal days for illness, bereavement or emergency
- Flexible and reasonable work hours that don’t impact your life outside of work
- Casual dress. Wear jeans to work any day of the week
- Great health and dental benefit programs
- Retirement savings program
- Ownership opportunities for all staff
- Work close to home here in Niagara, no need for long commuting
- A great corporate culture that is a ‘nonpolitical’ transparent culture, with a _**“work hard, play hard”**_attitude

**How to Apply**:Please send your resume to careers(at)clickback(dot)comif you are interested in this opportunity. We thank all applicants, however, only those selected for an interview will be contacted.

**Salary**: $40,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flextime
- Life insurance
- Paid time off
- Tuition reimbursement

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- St. Catharines, ON: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 3 years (preferred)
- Customer retention: 3 years (preferred)
- Account management: 3 years (preferred)

Work Location: One location

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