Intermediate Customer Success Manager

6 months ago

Kanata, Canada Lytica Inc. Full time

**Intermediate Customer Success Manager (CSM)**

**About Lytica**

Based in Ottawa Canada, Lytica is a Supply Chain Intelligence company that has grown to become the most trusted electronic component cost reduction and risk mitigation platform worldwide. Lytica provides the only commercially available SaaS (Software as a Service) platform that allows a company to benchmark the competitiveness of their electronic component pricing against the real market. Since the introduction of Lytica’s proprietary cost benchmarking methodology, a growing list of top electronics manufacturers have made SupplyLens Pro a foundation for their pursuit of a world-class cost base improvement. With our unique SaaS offering and growing set of global customers, Lytica is experiencing explosive growth - and we need you

**Responsibilities**:

- Own and manage a book of business (an assigned list of accounts)
- Manage/guide the customer journey from onboarding to renewal / referencability and everything in between.
- Understand clients’ challenges and why & how they leverage Lytica’s unique data based on your electronics industry experience.
- Train users within the OEM, EMS and CM space on best practices and recommend additional techniques/products to achieve their objectives.
- Solicit and log client feedback and as the voice of the customer within Lytica using your industry knowledge to filter and prioritize.

**You are an ideal fit for this role if**:

- You have experience in the electronics Industry and have been in a customer-facing role so you know how to speak with customers and understand their needs
- You take a proactive approach to Customer Management, relentlessly engaging in customer discussions to better understand their experience and challenges.
- You are comfortable in developing and maintaining strong relationships with customers and can quickly establish trust.
- You have been involved in or responsible for the onboarding of customers and would be comfortable executing basic software training.
- You are comfortable juggling multiple customer priorities and escalating customer issues effectively within the organization.
- You can demonstrate success around the KPIs of CS such as mitigating churn, customer sat, developing upsell potential etc.

**Qualifications**
- Minimum of 4 years of experience within the electronic component ecosystem:

- o Device Manufacturer, Distributor or Contract Manufacturer/EMS provider
- Minimum 3-year degree or diploma in Electronics, Supply Chain, Operations (or related discipline
- Some familiarity with Customer Relationship Management platforms (Salesforce, Hubspot etc.) is an asset
- The ability to relate technical information to non-technical customers
- Demonstrates the ability to communicate clearly with customers both verbally and in writing
- Flexibility to occasionally work outside of normal business hours to support customers overseas

**Why Join Lytica?**

We are a multicultural and diverse team. Put simply, our differences are our strengths. At Lytica all ideas are heard, and the best one’s win. We work with cutting edge technology. Lytica has some of the country’s top technology and analytics experts working to solve complex industry issues and make a real difference for our customers.

What can you expect? How about: a robust benefits plan, a remote/hybrid work environment, competitive compensation, social events, lunch & learns and of course an awesome team of colleagues to work with

**Why build a career with Lytica**

We thank everyone for their interest; however, only applicants continuing in the recruitment process will be contacted.

**Job Type**: Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Work from home

Schedule:

- Monday to Friday

Application question(s):

- Are you flexibility to occasionally work outside of normal business hours to support customers overseas?

**Education**:

- DCS / DEC (required)

**Experience**:

- Electronic component Ecosystem: 4 years (required)
- Contract Manufacturer/EMS provider: 4 years (required)
- Customer Relationship management Platforms: 3 years (required)

Work Location: Hybrid remote in Kanata, ON K2K 2X3

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