Customer Success Manager

6 months ago

Richmond, Canada ZE Power Group Full time

**The Opportunity**

ZE PowerGroup Inc. (ZE) is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provides clients with powerful capabilities for data collection, process automation, and business intelligence through web-based analytical tools, services, and dashboards. We work with world-class companies in energy, commodities, and finance to serve users in trade, risk management, and IT. Our UK office is located in Brighton, UK. Our head office is located in Richmond, BC, Canada, and we have operations in Calgary, Houston, Raleigh, and Singapore.

**Description of Role**

The Customer Success team at ZE Powergroup (ZE) is accountable for both Customer Success and Account Management functions focused on client and prospect accounts. The Customer Success team stands as the advocate of ZE's clients and prospects internally. Each Customer Success Manager owns a portfolio of client accounts and is accountable for managing assigned accounts strategically and commercially. The Customer Success Managers work to ensure clients are achieving a desired ROI given their ongoing investments in and utilization of ZE's software and services.

Each Customer Success Manager also contributes to the Sales function within ZE. Each Customer Success Manager participates in Inside Sales activities across assigned verticals. Members of the Customer Success team also works in collaboration with ZE's Sales Directors and leadership to drive prospect sales opportunities to closure.

**Responsibilities**

**Customer Success**:

- Understand the industries and markets covered by ZE's target clients
- Become proficient in ZE's software offering and its applicability to relevant industries served by ZE
- Assist in supporting ZE client accounts and perform the Customer Success Management function for assigned accounts
- Support corporate reports and dashboards on business development and account management activities from the CRM
- Bridge the gap between Sales and Business Solutions to ensure seamless operations in project close-out, quality control, customer follow-up, etc.
- Prepare Customer Success progress updates and reports
- Track client related activities through the CRM
- Ensure for renewals across portfolio of clients
- Plan and deploy client engagement activities to develop and pursue upsell and cross-sell opportunities
- Provide training for users by writing and maintaining documentation as well as delivering technical support

**Account Management**
- Initiate Inside Sales activities to uncover and develop prospect Sales opportunities across relevant markets
- Work with Sales to develop and qualify potential customers
- Prepare the sales process by drafting targeted product demonstrations
- Perform and manage technical discoveries
- Understand and translate technical requirements on prospective calls
- Perform technical demonstrations of ZE's software offering to prospects and clients (onsite/remotely)
- When needed work with internal teams to resolve technical support issues related to sales software environments
- Plan and organize prospect with Sales to drive opportunities
- Assist in preparation and submission of responses for RFPs and RFIs

**Qualifications**
- Undergraduate degree / diploma in Information Systems, Business, Commerce, Economics, Mathematics, Science, Computer Science, or other related field. OR equivalent work experience
- 2-3 in Customer Success Manager, Account Manager or Pre-Sales Engineering role
- 2-3 years of software sales engineering, enterprise software consulting or business analysis experience
- Customer facing experience is a must
- Previous experience utilizing and / or administrating a CRM system preferred
- Demonstrated ability of working with various IT teams, Sales, business development, and project groups to drive demonstrable solutions for prospects and customers
- Excellent communication (verbal and written) and presentation skills required

**About Us**

ZE PowerGroup Inc. (ZE) is a global leader in the development of data management, analysis, and business automation software. ZEMA is our enterprise-level suite of products. ZEMA enables users to capture, transform, manipulate, analyze, report and visualize data quickly and easily. We work with world-class companies in energy, commodities, and finance to serve users in trade, risk management and IT.

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