Client Success Manager

7 months ago


Charlottetown, Canada iWave Full time

Are you an engaging, detail-oriented person who wants to work in a dynamic and growing tech company? Do you love to work with clients to help them meet their goals?

The **Client Success** team is absolutely vital to our long-term vision and you can be part of it You take initiative, are willing to learn, and want to be part of something where you can make a meaningful impact You're also are an excellent communicator and continue to build relationships by way of in-person, phone, and written communication If this sounds like an ideal fit for you, and you are located in the Maritimes, keep reading

**What You'll Do**
- Drive client retention and growth among our customers by understanding their fundraising and prospect research needs, and helping them succeed in their mission
- Enable successful adoption of iWave to customers via communication of use cases and best practices
- Maintain a regular cadence of communicating with customers about their adoption and usage trends, sentiment, and mining for deeper engagement and upsell opportunities
- Pro-actively identify clients at risk of non-renewal and assist them to receive value from iWave
- Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
- Provide expert coaching to customers to enable them to maximize the value they derive from the iWave product
- Identify opportunities for customers to act as iWave advocates (e.g. testimonials, case studies)
- Marshall resources across the iWave teams as needed to support customers’ needs
- Represent the voice of the customer to better inform our sales process and product roadmap
- Be available, if needed, to represent iWave at customer conferences (virtual and in-person)
- Other duties, as required.

**What We're Looking For**
- 3+ years in Customer Success, Relationship Management, Account Management in a SaaS environment
- Experience working with and a passion for non-profit organizations
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Results-driven mentality, with a bias for speed and action
- Strong analytical skills, with the ability to translate data into insights. Experience with Excel, PowerPoint and Salesforce CRM required
- A high level of accuracy and attention to detail is required
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Comfort in a very fast paced environment, we move quickly and wear many hats
- This is an in-office/onsite role at our headquarters in PEI

**We are 'Great Place to Work' certified and offer so many great benefits, rewards and perks We can't wait to speak with you


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