Customer Success Lead
6 days ago
**About us**
Since 2001, Solutions Metrix, a Canadian company, has completed more than 300 successful customer relationship management (CRM) implementations for recognized systems such as Salesforce, Microsoft Dynamics CE, Huspot, Creatio and SugarCRM.
Each implementation is personalized to be the most adapted to our clients’ business needs. Over the years, Solutions Metrix has developed a successful step-by-step implementation process. In fact, we have a double mission. Firstly, we determine which is the best platform for our clients and make modifications according to their specific needs and develop a tool that reflects our client’s business processes. Secondly, we provide a method for using custom-designed CRM while handling characteristics such as sales, marketing, customer service, and data management.
By considering essential company needs, we present our clients with a service offer that contains an accurate cost estimate for each phase of the project. We define a strategic customer engagement roadmap and help on the execution of it, phase by phase.
Our specialists at Solutions Metrix implement CRM systems as an effective working tool rather than a simple reporting database. Our hundreds of successful business cases have proven Solutions Metrix as CRM implementation top experts.
Our customized approach enhances the appropriation and adoption of CRM solutions.
**Job description**
We are looking for a Customer Success Lead to help us strategically engage and guide our customers, ensuring that they have the skills and resources needed to maximize the value from our product offering and enabling them to achieve their business goals. You will leverage your experience and passion in relationship management, creative problem solving, sales, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user on-boarding and adoption, revenue retention & growth, and customer advocacy. This role will report to the Director of Sales.
**Responsibilities**
- Develop Healthy Customer Relationships
- Enhances Customer Training
- Evaluates and Analyzes Customer Needs
- Builds Trust and Transparency with Clients
- Onboards New Clients
- Acts as a Customer Advocate
- Encourages Customers to Upgrade their Products
- Identify upsell / cross-sell opportunities
- Promotes Customer Loyalty
- Renewals, negotiations, referenceable, opportunities
- Ensure 0 CHURN with customer base
- Visibility into opportunities with partners
- Managing escalations
- Selling support contracts
**Requirements**:
- 5+ years in a similar role;
- Emotional Intelligence;
- Startup, software development industry, professional services and-or CRM power-user;
- Passion for leading a customer-facing team — strong people management, coaching and development experience;
- Strong communication and presentation skills (In English and French);
- Superb organizational skills
Looking forward to hearing from you
- ______________________________________________________________________________________________
À propos de Solutions Metrix
Depuis 2001, Solutions Metrix, une entreprise canadienne, a réalisé avec succès plus de 300 implémentations de gestion de la relation client (CRM) pour des systèmes reconnus tels que Salesforce, Microsoft Dynamics CE, Huspot, Creatio et SugarCRM.
Chaque implantation est personnalisée pour être la plus adaptée aux besoins d'affaires de nos clients. Au fil des ans, Solutions Metrix a développé un processus d'implémentation réussi, étape par étape. En fait, nous avons une double mission. Premièrement, nous déterminons quelle est la meilleure plateforme pour nos clients et nous apportons des modifications en fonction de leurs besoins spécifiques afin de développer un outil qui reflète les processus d'affaires de nos clients. Deuxièmement, nous fournissons une méthode pour utiliser le CRM conçu sur mesure tout en gérant des caractéristiques telles que les ventes, le marketing, le service clientèle et la gestion des données.
En tenant compte des besoins essentiels de l'entreprise, nous présentons à nos clients une offre de service qui contient une estimation précise des coûts pour chaque phase du projet. Nous définissons une feuille de route stratégique d'engagement de la clientèle et nous aidons à l'exécution de celle-ci, phase par phase.
Nos spécialistes chez Solutions Metrix mettent en œuvre des systèmes CRM comme un outil de travail efficace plutôt que comme une simple base de données de rapports. Nos centaines de cas d'affaires réussis ont prouvé que Solutions Metrix est le meilleur expert en matière de mise en œuvre de CRM.
Notre approche personnalisée améliore l'appropriation et l'adoption des solutions CRM.
Description du poste
Nous sommes à la recherche d'un responsable de la réussite des clients pour nous aider à engager et à guider nos clients de manière stratégique, en veillant à ce qu'ils dispose
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