Head of Customer Success

4 days ago

Quebec City, Canada Voilà! Full time

Want to be part of the workplace revolution? Ready for an adventure in the exciting world of startups and entrepreneurship? If so, strap on your sneakers and read on
Voilà is constantly growing and so is our Customer Success Team.

We’re looking to fill an open role in Head of Customer Success to take over the strategy and operation of our CS group.

Voilà is constantly growing, and so is our Customer Success Team We are looking for a leader to take over the strategy, analysis and operation of this key department that has helped us stand out since day one. Whatever your skills, if you are passionate about customer satisfaction, feel the urge to test new ideas and a bit of a performance geek, you will definitely find your place with us.

At Voilà, we strive to understand the most complex planning challenges our clients may face and simplify them through our platform and expertise. We are looking for someone who will help us ensure that our customers’ satisfaction and the value they get from using our tools increases as we grow.

As a CS Leader, you will work closely with our management and sales teams to design and implement strategies, ensure we measure and act to keep our customers happy and make them ambassadors for our solutions.

Voilà is on rocket fuel growth and provides (crazy good) opportunities for the right person willing to learn and grow.

**What we offer**
- Flexible work schedule, we know you’re human before anything
- A fast-paced and motivating startup environment
- The possibility to work from home
- Growth and leadership opportunity
- A supportive team that lets you try new initiatives

**What you’ll be doing**
- Own, run, manage, and scale effective paid campaigns for acquisition, awareness and retargeting objectives.
- You will structure and hire a team of specialists capable of implementing Voilà for our customers while supporting them in adopting the best practices in the industry.
- You will develop a customer journey aimed at maximizing the value of each account
- You will put in place monitoring and feedback collection methods to monitor customer satisfaction and act proactively if it changes.
- You will design strategies and implement customer success services supporting the growth objectives of Voilà
- You will work to increase the efficiency of our implementation processes through the implementation of technological solutions
- You will develop a consulting practice to support our clients in their efforts to digitally transform their human resources and payroll processes.

**What you will bring to the team**
- Proactive and entrepreneurial attitude who knows how to combine strategic development with on-the-ground execution in a startup context
- You like to be in the action and are not afraid to get your hands dirty to support your customers
- You master SaaS growth and retention metrics such as CAC, NPS, churn, conversion rate and retention and maintain a management approach combining data and customer relationships
- You master the main tools and best practices for managing customer satisfaction
- You have acted as a consultant or have experience in managing groups of consultants
- You demonstrate empathy and understand the importance of supporting a client during a digital transformation
- You have experience and knowledge of SaaS environments
- You have overseen digital transformation exercises within companies of different sizes
- You understand the importance of ensuring the satisfaction of our current customers in a context of growth You understand the importance of acting proactively to ensure the satisfaction of our customers
- You master Excel and can support your team in the conversion of various data.
- You are always looking to learn and improve both as a professional and as a human being.

**Nice to have**
- You have a degree in e-commerce management, industrial relations or other related field
- You have a minimum of 3 years of experience in consulting and 5 years in customer success management
- You have experience in payroll and human resources management in different markets
- You can hold fluid conversations in French and English with your prospects and colleagues

**Job Type**: Temps plein

**Benefits**:

- Congés de Vacances et Compensatoires
- Événements d'Entreprise
- Horaires flexibles
- Options d'Achats d'Actions
- Tenue Décontractée
- Travail à domicile

Schedule:

- Du Lundi au Vendredi

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