Customer Success Manager

5 months ago

North Vancouver, Canada Intranet Connections Full time

As an essential member of the **Customer Experience Team at IC**, this is one exciting opportunity It’s also an extremely rewarding job, building close relationships, and proactively steering customers to greater outcomes in their work.

**IC** focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, to connect with each other, with their organization, and drive productive and engaged workplaces. We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people. You'll be balancing some support desk interactions (to forge relationships and support your own learning) with proactive engagement work. Check it out...

**Role and Responsibilities**

**1. Customer Project** Success Factors:

- Achieve greater than 90% annual retention rate on assigned accounts
- Engage with and take the lead on 50 accounts within 90 days
- Establish intranet optimization plans with support from internal specialists
- Conduct regular touchpoints bi-weekly with engaged accounts
- Lead intranet onboarding projects start-to-finish within established timelines
- Identify and support opportunities to expand platform use into new tools
- Deliver value to customers that result in positive online reviews and case studies

**2. Help Desk** Success Factors:

- Solve up to 40 customer tickets monthly within 90 days
- Ensure 100% of contacts & contact details are accurate in ZenDesk & Salesforce
- First response to assigned tickets within 2 business hours
- Achieve 98% or higher customer satisfaction rating
- Work to solve tickets within or better than SLA
- Help with incoming calls to support 100% customer connection rate
- Proactively communicate on all tickets to ensure they are touched at least weekly
- Conduct screen sharing sessions to troubleshoot and clarify STR
- Produce short video walkthroughs to aid clients

**IC** has been helping connect people at work for over 20 years. We have an established intranet software, a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands. More recently we've established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage:

- Good pay - salary range 50-66k
- Excellent health & dental coverage
- Employee family assistance program
- Wellness initiatives (physical, mental)
- Three weeks paid time off
- Additional paid/bonus days (one-week equivalent)
- Six paid sick days
- Flexible/remote working arrangements - this is a Hybrid role
- Virtual and in-person team events (culture committee)
- Learning & dev support (avg $2k per person)
- Fun culture - daily connection, care & recognitions

**Salary**: $50,000.00-$66,000.00 per year

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