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Customer Success Manager

3 months ago

Montréal, Canada Explorance Full time

Explorance is a rapidly growing software company recognized for its uniquely welcoming workplace culture. Currently, we are looking for a Customer Success Manager (CSM) with strong technical skills and a passion for relationship building to join our dynamic and diverse team.

**This position is based in Montreal - must be in the office at least two days a week on Mondays and Thursdays.**

**Job Overview**:
Our CSMs are responsible for providing stellar service and helping clients realize the full value of our SaaS based learning analytics software. Through a focus on building strong relationships, CSMs ensure the satisfaction and success of our clients on a day-to day basis.

Successful CSMs are thoughtful communicators with a strong customer orientation and a history of naturally becoming experts in any software they utilise. We use a proactive, resourceful approach to not only answer questions and resolve issues, but to become a trusted partner and exceed client expectations.

**What you will do as our new Customer Success Manager**:

- Manage a dedicated portfolio of clients.
- Be a strategic thinker who connects customer goals with Explorance products.
- Serve as a technical expert, providing exceptional support by troubleshooting inquiries and sharing best practices as it relates to the Explorance software.
- Maximize client satisfaction and adoption across product and service lines.
- Contribute to client retention for assigned accounts through proactive engagement.
- Develop strong consultative relationships with clients, including understanding their business objectives and identifying how Explorance can meet their needs.
- Serve as an expert in learning analytics within our Blue and/or Metrics that Matter software platforms.
- Perform quarterly and annual client reviews for strategic accounts.
- Perform high level product and service consultations.
- Perform software trainings, implementations, and oversee software upgrades.
- Bring intelligent product feedback from clients to the Explorance Product team.
- Provide client account updates to team members, Sales Executives, and Leadership staff.
- Independently manage incoming client support tasks and ad-hoc projects.

**Key Skills Needed for Success**:

- Empathy and an intrinsic desire to help others.
- High degree of self-motivation and ability to work independently.
- Outstanding written and verbal communication; able to communicate effectively with all levels at an organization.
- Strategic thinker who connects customer goals with Explorance products.
- Ability to quickly learn complex technology.
- Strong PowerPoint and presentation skills.
- Critical thinking, resourcefulness, attention to detail, and problem solving.
- Proven experience managing projects and meeting deadlines.
- Time and task management expertise.

**Experience & Education Preferred**:

- Bachelor’s degree
- 2+ years of professional work experience supporting clients and technical problem solving in a SaaS based environment:

- Customer service or client success management
- Ability to travel up to 20% for onsite customer meetings or team trainings.
- Higher Education, Enterprise L&D, or Enterprise HR experience is a plus.
- Microsoft Office, Zendesk, and Salesforce.

**Benefits**:Competitive benefits based on location (either Canada or US)

**_ Kindly note that employment is contingent upon receipt of a satisfactory background and reference check._**

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