Manager, Customer Success and Innovation

6 months ago

Toronto, Canada OMERS Full time

Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 600,000 members and is an industry leading global investor? If so, we would love to tell you our story.

At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

Reporting to the Director of Customer Success and Innovation, as the Manager of Customer Success and Innovation, your primary accountability is to support the relationship between D&T and their customers. You will be responsible for fostering strong relationships, supporting the technology business partner function, and aligning technology with business objectives.
You will play a key role in driving the strategic alignment between technology and business objectives. This role will support the development of the technology strategy, the transformational change journey, and will play a key role in fostering a culture of innovation at the forefront of technological advancement for the customers.

A Customer Success Manager plays a pivotal role in ensuring that customers achieve their desired outcomes while using Data and Technology products and services. Their main responsibilities include providing continuous support to customers to maximize their satisfaction and success by proactively engaging with them to understand their needs and challenges. This involves monitoring customer health metrics, addressing any issues promptly, and acting as a liaison between the customer and technology teams. Additionally, the role entails developing/supporting a customer technology strategy with businesses, assessing the impact of emerging technology, ensuring cost transparency, delivering value, and ultimately fostering a harmonious relationship between all of D&T and their customers.

This role aims to understand the business strategy of our customers to effectively influence decision-makers and drive innovation to enhance business performance.

Key Responsibilities
Customer Success

Collaborate with customers to understand their needs and challenges, suggest technological solutions to enhance their business, and support the Customer Success team in identifying areas for improved customer engagement.

Collaborate with business and technology teams to provide tailored and future-focused technology strategy and solutions that meet their needs.

Develop and maintain strong relationships with business teams and stakeholders.

Champion the adoption of core technology programs and initiatives to deliver on the D&T team’s collaborative priorities

Demonstrate curiosity in business processes to challenge the established thinking and help generate new ideas and approaches to problem solving.

Anticipate the technology implications of business strategies and advise and influence the leadership team accordingly.

Become an expert in the Data & Technology products and services to be able to make connections between customer needs and available offerings.

Leverage your comprehensive understanding of the enterprise to proactively identify trends and propose innovative ideas that can address technology issues

Leadership and Influence

Manage a team of Customer Success Analyst or Lead to ensure that they are delivering value to the business

Build and lead a high-performing team, ensuring that they are aligned with organizational goals and possess the skills needed to drive success.

Possess strong leadership skills and ability to manage a team effectively.

Collaboration

Build and nurture strong relationships with the Data and Technology teams.

Prioritize strong and effective cross-collaboration across Data and Technology.

Collaborate with the Technology Product and Services team to drive our business goals forward.

Leverage the D&T’s technical expertise to ensure our technology programs are not only innovative but also strategically aligned with the evolving needs of the business.

Share learnings with D&T to drive continuous improvement and operational effectiveness.

Innovation

Support the development and execution of innovation initiatives in partnership with the broader team with a focus on customer needs.

Stay current on innovative and emerging technology advancements.

Proactively engage with business leaders to identify innovative opportunities for technology to drive business growth and assist with the development of business-specific technology strategy maps that drive strategic direction.

Develop and maintain a technology roadmap that supports business objectives.

**Qualifications**:
Bachelor's degree in a relevant field; advanced degree (MBA, MSc) preferred.

5-7 years of exp

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