Customer Success Manager

2 weeks ago


Montréal, Canada Inoria Full time

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

**Why we need you**:
The main objective of this role is to retain, grow and ensure the overall satisfaction of Inoria customer base. The Customer Success Manager assures that Inoria customers are achieving their desired outcomes under the support agreement or getting value from the respective solutions. The Customer Success Manager is the link between Inoria’s customers and its internal teams.

**Principal tasks and responsibilities include**:

- Rogers’s engagement manager, including but not limited to leading discovery meetings, opportunity qualifications, demos, contracts etc.
- Oversee the bank of hours renewals, annual maintenance contract renewals, licence orders, order processing, new service requests
- Ensures all new contracts, change requests, and orders are properly transferred to PMO and finance department as appropriate
- Ensure the general health of assigned accounts (SLA’s respected, projects going well, etc.)
- Promote Inoria offerings
- Identify upsell/cross sell opportunities
- Drive retention and growth among Inoria’s customers by understanding their business needs and helping them succeed
- Maintain and update the CRM Records for assigned customers
- Represent the voice of the customer to continuously improve Inoria process and services and collaborate with various internal teams to ensure utmost customer satisfaction
- Perform other duties as assigned appropriately

**Technical skills**:

- Consultative approach to customer service
- Strong computer skills, proficient with CRM systems
- Advanced level knowledge of Microsoft Office (Word, Power Point, Excel)
- Good understand of IT Sale, development & support cycle, and component

**Qualifications and pre-requisites**:

- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Bachelor’s degree is an asset
- Experience with contact center solutions selling and/or products is a strong asset
- Avaya, Cisco, Genesys (Interactive Intelligence) knowledge and experience is a strong asset
- Previous ERP, CRM sales experience
- Experience working with cross-functional teams
- Superior interpersonal and communication skills, highly organized, collaborative and detail oriented
- Excellent organization skills
- Collaborative and detail oriented
- Empathetic and customer focused
- English and French (spoken and written)



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