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Customer Success Manager

3 months ago

Stoney Creek, Canada Server Mania Full time

The Customer Success Manager ensures that each and every customer has a positive relationship with ServerMania. In this role, you will be responsible for developing positive customer experiences among our growing client base. You will support brand loyalty and work alongside the management team to promote customer retention as well as drive account expansion.

**Responsibilities**
- Establish clear client retention goals and process contract renewals and other milestones.
- Establish clear customer expansion goals to promote account growth (e.g. regular customer check-ins) and gauge interest in long-term business opportunities.
- Promote long‐lasting customer relationships with existing clients by converting month-to-month customers to long-term contracts.
- Assist customers to address concerns and proactively seek to improve all aspects of the customer experience with ServerMania, by giving voice to their feedback.
- Establish methods to measure customer satisfaction and report on this to your manager on a quarterly basis.
- Maintain detailed and accurate customer records within the CRM
- Required to attend events or client meetings with or on behalf of ServerMania including industry trade shows and networking events.
- Identify customer industries, niches, and markets and feed this information to the marketing and sales teams.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Establish processes or optimize existing processes within the company and actively enhance all Customer Success initiatives

**Qualifications and Requirements**
- 3‐5+ years experience in customer service, account management or sales. Customer success position strongly preferred.
- A technical background is essential
- Experience in the Server Hosting/IT industry is a plus
- Post-secondary degree in Sales, Business Administration or relevant field required, or equivalent practical experience
- Experience in delivering client‐focused solutions based on customer needs
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including management and C‐level
- Ability to manage multiple accounts and opportunities simultaneously while paying attention to detail
- Energetic, flexible, and desire to work in a fast‐paced environment
- Active team player with exceptional interpersonal skills (listening, communication, negotiation, presentation)
- Being multilingual is an asset as we do business globally
- Accountability and personal organization are essential

**Benefits**

We care about your professional and personal development so here are some of the perks of joining our team:

- Friendly office culture
- Casual dress
- On-site free parking
- Flexible schedule
- Annual Christmas Party
- Team outings, special events
- Bonus incentives

**Professional Development**
- Training
- Course Reimbursement Program
- Career Advancement

**Mind & Body**
- Full Health & Dental Benefits
- Catered Lunches
- Gourmet Coffee (and plenty of it)
- Ergonomic Workstations

**Head Office**: 205-1040 South Service Road, Stoney Creek, ON, L8E 6G3

**Job Type**: Full Time

**Location**:Hybrid work environment (in-office and remote) or fully remote depending on location.

**Disclaimer**: This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional relevant duties and tasks may be assigned as part of the job function in a way that best supports the organizational needs.