Enterprise Client Success Manager

2 weeks ago

Whitby, Canada 360insights Full time

**ENTERPRISE CLIENT SUCCESS MANAGER**

**Experiences that create growth. Growth that creates experiences.**

Here at 360insights you will be a part of a fast paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions and services for some of the world’s most recognizable brands all within an inspiring culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.

At 360insights you will have lots of opportunities to grow and experiences that provide growth in some way; so jump in with us -the more experience you gain, the more opportunities will open to you.

**What you will be doing**:
The Enterprise Client Success Manager is responsible for overseeing the operational excellence of rebate and channel incentive programs for 360’s most complex clients. The Enterprise Client Success Manager builds a strong relationship with clients helping them to adopt and realize meaningful business goals and strategies with 360insights platform and services by being their first point of contact at 360insights.

The Enterprise Client Success Manager:

- Helps drive the success of a portfolio of clients that represent approximately $3M to $5M in annual revenue.
- Leverages operational and program knowledge to partner with clients to establish clear success criteria and KPIs, measure and report on said KPIs
- Works towards learning how to prepare, implement and execute Strategic Success Plans to drive adoption, renewal, advocacy and expansion
- Prepares, leads and delivers QBRs (Quarterly Business Reviews)
- Collaborates with cross-functional teams (ops, support, product) in order to ensure program performance is consistent with or exceeds service levels as well as identify ways to optimize operational efficiency
- Effectively quarterbacks client communications and escalation management
- Contributes to the maintenance and enhancement of the solution and operational knowledge base
- Notifies Account Directors of new expansion and growth opportunities
- Travelling to offices as needed

**What will make you a success**:

- A client-first mentality and deep understanding of commercial business and client service
- Proven communication skills - written and verbal
- Proven ability to build client advocacy
- Proven analytical and problem-solving skill
- Proven organizational and follow-up skills (including prioritization)
- Strong presentation skills
- Ability to work independently, with mínimal supervision, and provide leadership
- Demonstrated ability to mine valuable feedback and provide practical solution options based on that feedback
- Good working knowledge of Excel and Powerpoint
- Bilingual (French) is an asset
- Experience in the fields of Client Success, Client Service or Account Management in a technology-related industry (preferably SaaS)

**Why 360?**

We are a people-first organization, passionate about our culture which means that we live and breathe our values every day and in our interactions with team members and clients. Being people focused means two things to us
- in each area of our business there are opportunities for personal and professional growth or to diversify into other disciplines, all supported by L&D and mentorship programs
- no matter where you are in the world, we have comprehensive healthcare and retirement plans backed up people-first policies that support a balanced lifestyle, generous vacation and family leave plans, recognition for the value you bring, employee led groups to keep you connected, company profit share bonus, stock options and much more.

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