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Customer Success Manager

5 months ago

Montréal, Canada GSOFT Full time

Company Description

We’re GSoft, home to a family of software products that lay the groundwork for a better employee experience. Our goal is to make work simpler, kinder, and faster.

Specifically, we help companies get the most out of Microsoft 365 with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a memorable experience with Softstart. And with Didacte, we enable companies to easily benefit from custom knowledge sharing.

Every day, we find better ways to work.

**Job Description**:
This position is specifically for our Officevibe product.
- Officevibe, what is it?_

Officevibe is a software that lets managers do what they do best: build an environment of confidence, collaboration and growth in their organization. Managers can count on Officevibe solutions to help expand and develop their team, enriching dialogue with team members and gaining helpful insights into their needs.
- So, what will your new role actually look like?_

Your main challenge will be taking care of and maintaining our portfolio of large corporate customers. You’ll need to quickly develop a good, trust-based rapport with them because you’ll be the one making sure that we provide top-level value and that we take a customer-centred approach in everything we do with the Officevibe product. You’ll also be involved in various projects like creating and maintaining a consistent experience for our many different customers. This role will require active collaboration with several teams including sales, product and engineering.

**Responsibilities**:

- Manage a book of business of enterprise customers, provide them high-quality service on all the customer journey steps: onboarding, product adoption and growth opportunities.
- Serve as a brand ambassador with customers.
- Educate customers about the product and collaborate on success initiatives to increase product adoption and usage.
- Take a proactive approach to technology trends in Human Resources and Customer Success by closely monitoring the competition and making use of this knowledge in discussions with customers.
- Collaborate with the product team to gather and define the desired results throughout the customer journey (inform, consider, decide, adopt).
- Collaborate with other Officevibe teams: sales, product engineering, in order to improve the client’s experience.
- Understand our solutions inside out so you can share best practices with our customers while taking into account their unique business needs.

**What will your future team look like?**

The customer experience team has 7 passionate CSMs (Enterprise and Mid-Market) and Customer Training Manager who are committed to helping customers achieve their goals.

Tools we use: Hubspot, Mandrill, Trello, Miro.

**Qualifications**:

- Experience in managing a book of business of large corporate customers (high-touch approach);
- Experience managing internal cross-functional projects;
- Experience on a customer success team;
- Bilingual (French & English).

Additional Information

At GSoft, we build together, we trust each other, and we support each other in success or failure. You will be able to express yourself, evolve and develop your creativity in an environment that will adapt to your daily life and your needs.

We strive to create a healthy and inclusive work environment. This is everyone’s business.

Phone Screen - Virtual Interview using Microsoft Teams - Work Sample - Job Offer

We are looking forward to getting to know you

LI-Remote