Customer Success Manager

3 months ago

Montréal, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**What you'll do**:

- Provide insights that help customers make decisions on how to best achieve their business or technical goals
- Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers
- Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
- Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention
- Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
- Ensure customer retention, as well as drive adoption and growth
- Identify and develop expansion opportunities. Use your in-depth knowledge of our services to identify the best features/functionality for each customer’s needs and required outcomes
- Represent 'voice of the customer' to provide internal feedback on how we can better serve them. Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience
- Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement

**What you'll bring to the table**:

- 5+ years of relevant work experience in a customer facing role
- Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
- Experience managing and supporting customers in a technology driven, managed services environment
- Experience with SLO, SLA and KPI deliverables is an asset
- A proven ability to curate opportunities for growth and expansion within an existing customer base
- Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
- Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
- French speaking, but needs to also communicate in English with Anglo customers and co-workers.

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and opportunities for career growth.
- Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
- We offer an opportunity to build and grow a career in the technology industry.
- Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
- We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.

**Inclusion & Equal opportunity employment**:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

**Require accommodation? We are ready to help**:
**Our commitment to your experience**:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your educat

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