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Customer Success Manager

2 months ago

Ottawa, Ontario, Canada March Networks Corporation Full time

At March Networks Corporation, we strive to foster a supportive work environment that empowers our employees to excel. Our commitment to flexibility and work-life balance, along with opportunities for professional growth, ensures that you can develop your career in a thriving global technology firm that values collaboration and innovation.

Position Overview:

The Customer Success Manager will be an integral part of our Professional Services team, focusing on the onboarding process for our advanced Cloud solutions and monitoring services.

This pivotal role is designed to enhance customer experience by cultivating strong relationships, driving the value of our offerings, maintaining customer loyalty, and overseeing a team of Customer Success Specialists to achieve similar goals.

Your outstanding communication skills, technical problem-solving abilities, and enthusiasm for showcasing our leading-edge products will make you an exceptional fit for this position.

Key Responsibilities:

Customer Success Leadership

  1. Developing and supervising a team of specialists in their daily onboarding and training tasks.
  2. Facilitating the onboarding process for new Managed Services clients on a quarterly basis.
  3. Evaluating team performance and sharing insights with senior management.
  4. Managing escalations from the team effectively.
  5. Providing coaching and training to new team members.
  6. Delivering metrics on customer engagement with the hosted solutions.
  7. Escalating customer and dealer concerns to management.
  8. Collaborating with the Sales and Project Management teams to prepare clients for contract renewals and conducting periodic account assessments.

Enterprise-Level Customer Onboarding

  1. Leading the onboarding of new enterprise-level clients through comprehensive checklists, user account setup, software training, and regular follow-ups.
  2. Establishing trust and acting as an advocate for multiple stakeholders within each account.
  3. Providing tailored best practices and demonstrating the value of our services based on individual customer needs.
  4. Introducing clients to our self-service portal and continuously tracking their success.
  5. Efficiently managing customer escalations within the organization.
  6. Willingness to travel as required.

Qualifications:

  1. University degree, college diploma, or postgraduate certificate.
  2. Ability to analyze issues and propose effective solutions.
  3. Quickly troubleshoot problems under pressure.
  4. Familiarity with networking equipment and cloud infrastructure.
  5. High-level monitoring of distributed systems on an IP network.
  6. Ability to work independently while leveraging corporate support.
  7. Experience in delivering presentations and engaging in interactive discussions through webinars.
  8. Motivated to share knowledge and learn from others.
  9. Exceptional verbal and written communication skills, along with strong time management and organizational abilities.

Experience:

  1. A minimum of 5 years in a customer-facing role within the technology sector, with experience across a global enterprise customer base.
  2. 5-7 years of delivering outstanding customer service, onboarding, and support.
  3. Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
  4. Experience with Salesforce and other relevant tools for account and case management.
  5. Experience conducting webinars using platforms such as Teams, GoToMeeting, Zoom, or Adobe Connect.

Additional Assets:

  1. Fluency in additional languages such as Spanish, French, or Italian.
  2. Experience in coordinating and managing multiple projects simultaneously.

Application Process:

To apply, please follow the designated application process outlined on our website.