Intermediate Customer Success Manager

3 weeks ago

Kanata, Canada Lytica Inc. Full time

**About Lytica**

Based in Ottawa Canada, Lytica is a Supply Chain Intelligence company that has grown to become the most trusted electronic component cost reduction and risk mitigation platform worldwide. Lytica provides the only commercially available SaaS (Software as a Service) platform that allows a company to benchmark the competitiveness of their electronic component pricing against the real market. Since the introduction of Lytica’s proprietary cost benchmarking methodology, a growing list of top electronics manufacturers have made SupplyLens Pro a foundation for their pursuit of a world-class cost base improvement. With our unique SaaS offering and growing set of global customers, Lytica is experiencing explosive growth - and we need you

As a CSM, you will join our growing Customer Success (CS) Team. You may currently be in a Customer Success role and have some exposure to electronics or supply chain, or you may be in the electronic manufacturing ecosystem as a Global Commodity Manager or a Business Development professional with Distribution or an EMS Provider. Your daily work environment will be within Lytica’s SupplyLensPro platform, helping to accelerate our customers’ onboarding and adoption of the platform in order to achieve their business objectives as well as in Client Success, our Customer Success platform where you will track customer related activities. You will focus on retaining and growing existing accounts, mitigating risk and being the voice of the customer internally, communicating product or process issues that might get in the customers’ way. Your success as a CSM will have a significant impact on our customer’s success with our tools and accelerate the growth of our company.

**Responsibilities**:

- Manage/guide the customer journey from onboarding to renewal/Referencability and everything in between
- Understand clients’ challenges and why & how they leverage Lytica’s unique data
- Train users on best practices and recommend additional techniques/products to achieve their objectives
- Solicit and log client feedback and as the voice of the customer within Lytica

**You are an ideal fit for this role if**:

- You have Customer Success Management within the B2B SaaS Software Industry OR Program Manager/Account Manager experience in the Electronics Industry (basically you know how to talk to customers and understand their needs)
- You take a proactive approach to Customer Success Management, relentlessly engaging in customer discussions to better understand their experience and challenges
- You are comfortable in developing and maintaining strong relationships with customers and can quickly establish trust
- You have been involved in or responsible for onboarding of customers and would be comfortable executing basic software training
- You are comfortable juggling multiple customer priorities, and escalating customer issues effectively within the organization
- You can demonstrate success around the KPI’s of CS such as mitigating churn, developing upsell potential, net ARR growth and others

**Qualifications**
- 2+ years of Customer Success Management in B2B SaaS Software OR a minimum of 4 years of experience within the electronic component ecosystem with an emphasis on supporting customers.
- Bachelor’s degree and/or diploma in Communications, Marketing, Business, Electronics, Supply Chain or Operations
- Some familiarity with Customer Relationship Management platforms (Salesforce, Hubspot etc.) is an asset
- The ability to relate technical information to non-technical customers
- Demonstrates the ability to communicate clearly with customers both verbally and in writing
- Flexibility to occasionally work outside of normal business hours to support customers overseas

**Why Join Lytica?**

We are a multicultural and diverse team. Put simply, our differences are our strengths. At Lytica all ideas are heard, and the best one’s win. We work with cutting edge technology. Lytica has some of the country’s top technology and analytics experts working to solve complex industry issues and make a real difference for our customers.

What can you expect? How about: a robust benefits plan, a remote/hybrid work environment, competitive compensation, social events, lunch & learns and of course an awesome team of colleagues to work with

We thank everyone for their interest; however, only applicants continuing in the recruitment process will be contacted

**Job Type**: Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Vision care
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Kanata, ON

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