Manager, Customer Success

2 months ago

Vancouver, Canada Teck Resources Limited Full time

**Summary**:
Reporting to the Program Manager, Customer Success, the newly created role of Manager, Customer Success will facilitate the customer experience, be the face of Teck’s Digital Analytics group to customer(s) and will be a strategic partner and account manager helping to leverage Teck's Digital Analytics suite of products and solutions to achieve a customer’s operational goals. It serves as the voice of the customer and liaises with the Product team to gather customer needs and requests into product roadmaps for the Platform Development team.

For context, the newly created Customer Success Team within the Digital Analytics group has the following positions: Manager, Customer Success (x4) - each with a different client group based on region or value stream, Lead, Customer Success Practices, which has a large team of Deployment Specialists reporting into it.

This position is not expected to have direct reports at this time.

**Responsibilities**:

- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
- Serve as the primary contact for clients and partner with them through their journey to identifying success outcomes by assessing current state and developing roadmaps to facilitate transformation and proactively driving value out of the experience from onboarding through to renewal.
- Collaborate with the Implementation Team to ensure a seamless experience for clients through onboarding and ongoing services engagements.
- Train, support, monitor client engagement and implement strategies to further develop existing client relationships.
- Track and report on key account metrics and communicate client progress.
- Resolve issues by making timely, quality decisions or escalation
- Over client account health with Teck’s suite of products, mitigating risk through proactive churn prevention.
- Be accountable and provide, receive, consider, and incorporate timely feedback to/from your peers and leadership.
- Prepare client feedback to the Product Team for future enhancements.
- Gain and maintain a solid understanding of Teck’s suite of products as well as standard processes and use-cases in our clients' industry.

**Qualifications**:

- 5+ years of professional experience in B2B Customer Success and Account Management roles using strong client service
- A passion for driving value and delivering an outstanding client experience
- Empathetic and a proactive customer-first approach with all interactions to both internal and external groups
- Track record of innovative thinking and employing creative problem solving skills
- Highly organized and process-focused, but agile enough to respond to a quickly changing environment
- Exceptional written and verbal communication skills
- Bachelor's degree in business, marketing, mining, or a related field
- Mature approach, confident, and able to uncover the needs of clients with a wide range of needs; rejecting the one-size-fits-all approach
- Confident leading remote and in-person online meetings and platform training sessions
- Curiosity and a strong drive for continued improvement, learning and growth
- Experience in a dynamic startup environment, knowledge of the mining industry, marketing best-practices and/or capital markets would be an asset

**About Teck**:
At Teck, we value diversity. Our teams work collaboratively and respect each person’s unique perspective and contribution.

Qualified applicants interested in joining dynamic team are encouraged to submit a resume and cover letter electronically.

Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets.

Teck has been named one of Canada’s Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World’s Best Employers for the past two years and is one of Canada's Top Employers for Young People.

Headquartered in Vancouver, Canada, its shares are listed on the Toronto Stock Exchange under the symbols TECK.A and TECK.B and the New York Stock Exchange under the symbol TECK.

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