Bilingual Customer Success Manager

2 weeks ago

Toronto, Canada Venngo Full time

**Who we are**

At Venngo, we provide premium discount programs that allow organizations of all sizes to offer their employees, members or customers special offers from national brands and local favourites where they love to shop, eat and play.

We’re an established and growing company that delivers programs and marketing services for leading organizations in North America across a broad range of verticals, including finance, healthcare, retail, electronics, telco, food, etc.

**Who we need**

We are looking for a **Bilingual Customer Success Manager** to join our team. In this role, you will focus on building and nurturing strong client relationships, particularly extending and renewing contracts with small and enterprise sized businesses. You will meet regularly with clients to ensure their satisfaction, set growth objectives, and identify new opportunities. Additionally, you will collaborate with various teams to manage updates, onboard new customers, and represent our offerings at client-hosted or industry events.
- This is a hybrid role, working remotely 80% of the time with the flexibility to travel required_.

**Who you are**

You are a solutions-oriented people person who thrives on connecting clients with opportunities to grow their business. Motivated by ensuring success for all parties, you are dedicated to putting in the effort to meet each client’s unique needs. You are bilingual in English and French.

**What's in it for you**:
**_ Impact. _**You will have the opportunity to work with a diverse and impressive group of clients, many of whom operate nationally. Our clients are excited to engage with our offerings and collaborate toward mutual success.

**_ Work-life balance. _**With benefits like an annual learning allowance, in-house events such as client lunches, golf outings, and sports games, plus generous paid vacation and benefits, and a hybrid work environment, you will have the flexibility to balance work and life.

**_ Growth._** Joining us now is a chance to gain exposure to an exciting range of external stakeholders and partners. It’s a chance to refine your relationship and account management skills and see the measurable growth of your portfolio. Whether you want to move into people leadership or another area of our business, there is always something to look forward to.

**As our new Customer Success Manager, you will**:

- _ Launch and nurture customer accounts. _You will work directly with group sales and other CSMs to onboard new customers. You will manage the day-to-day requests of your assigned clients with a focus on meeting client retention goals. You will build and maintain relationships with 50-75 clients and manage the customer life cycle annually which includes renewals at the end of each contract.
- _ Contribute to marketing efforts. _You will play a key role in supporting the planning and execution of marketing campaigns and training collateral. You will regularly monitor and review usage and campaign metrics and provide insightful analysis. You will stay current on industry trends and attend events hosted by or for our clients.
- _ Lead client satisfaction initiatives_. You will cultivate trust with your portfolio of partners by maintaining regular communication, assessing client satisfaction, and reviewing account performance. You will generate detailed reports and address any technical or performance issues.
- _ Drive Improvements._ You will conduct research and ask thoughtful, probing questions to gain a deep understanding of our clients' businesses and how we can support their goals. By reinforcing the Venngo value proposition, you will identify and execute cross-sell and upsell opportunities. You will enhance the partner experience, collaborating with the broader team to implement improvements and eliminate obstacles.

**You bring**:

- _ The experience._ You have a background in customer success, account management, sales or marketing. You can effectively balance multiple deliverables, adjusting priorities to meet the demands of internal and external stakeholders. You are fluent in both French and English.
- _ The technical skills_. You are comfortable learning and using technology. You are proficient with MS Office 365 and Teams. You may have worked with project management and documentation management programs such as ASANA, Jira, and SharePoint. You can interpret data to identify trends, develop insights, and inform strategies to drive business growth.
- _ The interpersonal skills_. You have outstanding communication skills and can adapt your approach to fit any audience. You ask intelligent questions to obtain and verify detailed requirements. You are comfortable making presentations and networking at events. You are highly collaborative, can build trust, influence decisions, and work closely across teams. You are happy to jump in wherever and whenever needed. You appreciate diverse backgrounds, ideas, and approaches.
- _ The accountability._ You take o

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