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Customer Success Manager

5 months ago

Remote, Canada Common Wealth Retirement Full time

Common Wealth offers an award-winning digital retirement platform that helps Canadians achieve their goals. We are driven by our mission: to make it possible for everyone to achieve financial security in retirement. Common Wealth makes it easy to plan, save, and build a reliable retirement income - so our members can feel confident about their financial future. Common Wealth is the trusted retirement plan provider to a rapidly growing number of businesses, non-profits, associations, and unions across the country, and works in collaboration with benefits advisors, HR platforms, and other valued partners. Our team is growing to continue to support the lives of many Canadians through our mission. We are currently looking for a Customer Success Manager who will drive the successful implementation of our retirement plans for participating employers. If you are curious feel free to click hereto read more about us at Common Wealth.

**What you will do**:

- **Own and enhance the client experience; **speaking with clients regularly to help ensure they have the most seamless onboarding experience is something you have mastered. You will work to support several Account Executives, stepping in after they close a deal to take the lead on executing the experience for employers and the advisors who support them. We have a structured process for the 4-6 week client onboarding period; you have a passion for owning the client experience throughout this journey and enhancing it through continuous improvement. You will need to understand the objectives and business requirements of companies implementing a Common Wealth plan. You will serve as a center of expertise on Common Wealth’s product and client implementations for the sales team and external broker/advisor partners. You own the employer client relationship and experience after the sale is completed, taking on an onboarding and implementation co-ordination role to ensure documentation, process and education requirements are addressed.
- **Manage end-to-end onboarding; **you will take the lead to manage the end-to-end onboarding of new companies and their employees to the Common Wealth platform, coordinating with various departments and people within Common Wealth. Some of the day-to-day activities include; scheduling, running client kick-off meetings and check-ins, serving as a primary point-of-contact for companies and external brokers/advisors for employer onboarding and implementation and supporting employee education sessions including preparing presentations, delivering sessions and coordinating with the employer.
- **Add value for clients post-onboarding; **you will be working with both the sales and customer success team to provide stewardship to our clients. Post-implementation, you will ensure our clients are taken care of, everything is going well, and the client relationship is growing. You will proactively reach out to clients both ad hoc and at determined intervals to ensure high participation, employer client satisfaction post onboarding. You will support various members of the Common Wealth team to identify opportunities, enhance the client experience and help clients get the most out of their relationship with Common Wealth. Always thinking about past clients and how you can help them get more out of their plan is something you are passionate about.

**Who you are**:

- **Show up and add value;** you have often been referred to as someone who acts with integrity. You always do what you say you are going to do by when you said you would have it done, and when you make a new promise, you always finish what you started. You show up on time and make sure to respect everyone's time; this can sometimes mean ending a meeting early if appropriate. Last but certainly not least you conduct yourself professionally and always use manners. Although this sounds simple you understand the impact of saying please and thank you.
- **Client and relationship focused; **you have worked in a sales or account management role, or have significant client-facing experience in delivery, customer success, and/or consulting. You understand how to work alongside clients to help them achieve their goals. You place a strong value on building relationships with stakeholders both external and internal to the organization. Internally, we have an incredibly collaborative culture, and you appreciate having multiple people and teams involved in your work.
- **Fantastic communication skills; **you are often referred to as a great storyteller. You know the value of using communication in all mediums to foster strong, long-lasting relationships. You have a knack for getting to the root of a customer’s problem and knowing the appropriate response in every situation. You have a deep passion for customer service and are energized by solving problems.
- **Great project management skills.** You are comfortable and thrive as the center of a project, while organizing efforts from a variety of stak