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Customer Success Manager
4 months ago
**About Alida**
- Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them.
- Our team is reimagining how businesses make their decisions through our award-winning Total Experience Management (TXM) platform. We work with some of the world’s top companies like Twitter, Red Bull and J.Crew to help them build stronger brands, happier workplaces, winning product portfolios and lasting customer relationships. We’re backed by some of the most respected names in business including, Round13, OMERS Ventures, Georgian, W Capital and Vistara Growth. Through their support we’ve raised over $50M in the last year
- The Alida team are high-performers who are committed to being bold and curious, while always leading with empathy and authenticity. We’re looking for talented people who thrive in a fast-paced environment and are keen to make an impact by bringing their big ideas to life. As a digital-first culture grounded in agility, Alida has intentionally built a hybrid work environment where our employees can choose when they’d like to work from home or come into the office to engage with their peers.
**Customer Success Manager**
- In this role, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will empower and support our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.
**Responsibilities**:
**Account management**:
- Develop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content.
- With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model.
- Maintain a real time understanding of your customers and their adoption of our platform
- Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
- Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
- Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth.
**Identify expansion opportunities**:
- Identify opportunities to cross-sell and upsell customers on additional solutions
- Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business units
**Be the leading advocate for our solutions within the customer organization**:
- Inspire your customers to think strategically about how our platform can support their business needs
- Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
- Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
**Act as key point of contact for customer relationships**:
- Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
- Provide exemplary service and support that delights our customers
- Proactively look for risk indicators and get ahead of potential issues.
- Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
**Be the leading customer advocate within Alida**:
- Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
- Champion on behalf of your customers for improvements and advancement of our solutions
- Identify customer adoption challenges, CSAT risks and other indicators of churn risk
- Develop and manage remediation plans to alleviate customer challenges
**Thought Leader on CS internally and externally in the organization**:
- Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
- Develop assets that assist with customer enablement (blogs, video’s, best practices, etc.)
**Desired Skills and Experiences**:
- Post-secondary educational degree
- An Enterprise SaaS background from a
