Client Success Manager

3 days ago

Remote, Canada Agility PR Solutions Full time

**Title**: Client Success Manager

**Department**: Global Services (SaaS Client Success & Support)

**Reports to**: Global Client Success Team Manager

**Language**: Fluent in English (written and verbal French and/or Spanish an asset)

**Location**:British Columbia (B.C) remote

**Background**

Agility PR Solutions provides today’s communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For almost twenty years, Agility has helped clients from across industries and continents discover relevant journalists and influencers, make meaningful connections with the media, amplify their stories, monitor media coverage and social conversations, and report on the impact of their public relations activities. Agility is one of the fastest growing companies in the PR tech space and it’s recognized by users on G2 for ease of use, quick implementation, and outstanding customer service.

We are a remote-first company, with colleagues based across vibrant cities in Canada, US, the UK, Philippines and India. We are intentional in helping our teams realize their full potential, and continue to invest in their learning and development, career progression, offering competitive pay and benefits, enabling leadership and work environment.

**About the role**

The Client Success Manager (CSM) ensures optimal adoption of Agility’s services among PR professionals, fostering client satisfaction, retention, and account growth. They excel in demonstrating how Agility's software enhances media identification, content distribution, coverage monitoring, and reporting.

The role involves hands-on training, onboarding, and customer service, necessitating organizational, time-management, and problem-solving skills. The CSM collaborates with clients to devise success strategies, conducts web-based training sessions, and actively engages with internal teams to share expertise. Independence and initiative are crucial, as the CSM organizes training, onboarding, and client outreach, addressing concerns promptly and contributing to upselling efforts.

Familiarity with CMS and account administration, along with collaboration with sales, research, and engineering teams, are essential aspects of the role.

**Key Responsibilities**
- Develop expertise of current products and new products as they are launched.
- Take responsibility for the highest value and most demanding clients (volume of clients assigned will be tailored accordingly).
- Proactively offer, prepare and lead client and internal training sessions.
- Accurately assess customer needs or difficulties and recommend appropriate solutions.
- Track client use and experience of our services and assess client satisfaction using CSAT ratings.
- Collaborate with the Agility Support team in delivering services to clients as required, including offering colleagues directions and instructions to fulfil obligations to clients.
- Uncover and act upon any opportunities for securing renewals and growing the value of accounts.
- Assist in the sales process, by providing product education and customer history information to sales people.
- Collaborate with other teams, such as Product Development and Engineering, to share the voice of customer leading to improved products and services for our clients
- Mentor and train junior members of the team as required.
- Other duties as required.

**Required Skills**:

- Post Secondary Diploma or Degree (Public Relations, Media and/or Communications an asset).
- At least three years of successful customer service experience with proven ability to support and train clients in a professional environment. (Working in public relations, media communications or similar role an asset).
- At least two years of experience in leading web-based demonstrations and client training.
- Proven excellent organizational, communication, presentation, technical troubleshooting, and persuasion skills.
- Ability to handle multiple tasks simultaneously while still delivering a quality customer service experience.
- Experience of being a senior or prominent member of a customer service team an asset.
- Experience with various software programs and the ability to learn new programs rapidly; computer-savvy and technology-comfortable.
- Fluent in English, secondary language an asset.
- Experience with Salesforce a plus.

**What we offer**:

- Fully remote work environment
- Collaborative culture - and key tools enabling it
- Competitive compensation package
- Health, Dental & Vision benefits
- RRSP matching
- Employee Assistance Program (EAP)
- Career Development & Progression opportunities
- Paid Vacation & Personal Days; and Sick days
- Flex Fridays in Summer, Week off between Christmas and New Years'
- No Meetings Fridays

**Application deadline: Wednesday, March 27th 2024**

Thank you for your time in reviewing this opportunity, and we hope to hear from you should you find this the right fit

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