Client Success Leader

4 weeks ago

Ottawa, Ontario, Canada March Networks Corporation Full time

About March Networks Corporation

At March Networks, we strive to foster a positive workplace culture that empowers our employees to excel.

Position Overview

The Client Success Leader will be an integral part of our Professional Services team, focusing on the onboarding process for our innovative Searchlight Cloud and CloudSight solutions, along with our Insight Monitoring and Resolution Service.

This pivotal role is designed to help our clients maximize the benefits of our offerings by building strong relationships, driving the value of our solutions, ensuring customer retention, and overseeing a team of Customer Success Specialists to achieve these goals.

Key Responsibilities

  • Lead and manage a team of specialists in their daily onboarding and training activities.
  • Ensure timely onboarding of new Managed Services clients on a quarterly basis.
  • Evaluate team performance and share metrics with senior management.
  • Handle escalations from the team effectively.
  • Provide coaching and training to new team members.
  • Escalate all customer-related issues to management.
  • Collaborate with the Sales and Project Management teams to prepare clients for contract renewals and conduct periodic account reviews.

Client Onboarding

  • Facilitate onboarding for new Enterprise-level clients through comprehensive post-installation checklists, user account setup, software training, and regular follow-up calls.
  • Establish yourself as a trusted advisor to multiple stakeholders within each account, advocating for their needs within March Networks.
  • Deliver best practices and articulate clear value regarding our service features tailored to each client's requirements.
  • Introduce clients to our self-service portal and continuously monitor their success.
  • Address customer escalations promptly and efficiently.

Qualifications

  • A University Degree, College Diploma, or Post Graduate Certificate.
  • Understanding of networking equipment and Cloud infrastructure.
  • Ability to work independently while leveraging corporate support.
  • Exceptional verbal and written communication skills, along with strong time management and organizational abilities.

Experience

  • 5-7 years of experience in delivering outstanding customer service, onboarding, and support.
  • Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
  • Experience with Salesforce and other relevant tools for account and case management.

Additional Assets

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

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