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Customer Success Manager

3 months ago

Gloucester, Canada net2phone Canada Full time

**What we do.**

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

**Who we are.**

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times
- we average 1 minute wait times to reach a live, Canadian based support specialist.

And while that's unheard of in telecommunications
- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.

Join us and be a part of an evolving Customer Success team
- where your input is not only valued, but incorporated into our daily work.
- Would you like to start work every day knowing you’re helping bring solutions to Canadian’s leading businesses?
- Do you love overcoming challenges and solving problems?
- Are you curious and like to continuously learn?
- Are you adaptable and can change direction with ease when needed?
- Can you manage multiple detail-oriented tasks without breaking a sweat?
- Most importantly...Do you want to work with a brilliant team of high-performers who have a lot of fun together?

**What you’ll do.**
- Build and maintain strategic relationships with our customers and advocate on their behalf.
- Proactively identify opportunities to provide additional value for our customers.
- Identify early churn risk and master churn risk resolution.
- Refine your negotiation skills during renewal and upsell conversations.
- Identify opportunities to expand accounts, as well as support accounts through their business changes.
- Help our clients adopt and leverage all of our communication tools to best support their business.
- Liaise with our onboarding, technical support, billing and sales teams as needed.
- Become a product expert; who can relate the product to a variety of business models.
- Assist in the design and implementation of Customer Success best practices and trends.
- Learn to use industry leading SaaS technologies like Slack, Salesforce and more

**What you need to be a CSM with us.**
- 2-3 years of customer experience
- Outstanding organizational skills with a strong attention to detail
- French-English Bilingualism is preferred, but not mandatory
- Never-ending curiosity (you’re going to meet a lot of different businesses)

**What we offer.**
- Join an amazing team culture who values work life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- $2,000 in health & wellness benefits

**Job Type**: Full Time

Schedule: Monday to Friday 9am-5pm EST

Compensation: Base Salary + Commission, OTE $ 45-60,000 CAD

This is an in-office hybrid position - with the potential to work remotely 2-3 days a week
- we want you to be in the middle of all the action

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Commission pay

Application question(s):

- Are you currently located in Ottawa and able to commute to our office daily?

Work Location: In person

Expected start date: 2024-04-29