Client Success Strategist
4 weeks ago
About Descartes
Descartes integrates the people and technology that facilitate global movement. The demand for effective, secure, and agile supply chains and logistics operations has become increasingly vital and intricate. By merging innovative technology, robust trade intelligence, and the breadth of our network, Descartes ensures that goods, information, transportation assets, and personnel reach their destinations when needed.
As one of the most widely utilized logistics and supply chain technology firms globally, over 26,000 clients rely on our cloud-based solutions to revolutionize their inventory and information movement, enhancing productivity, improving customer service, maintaining competitive advantage, adapting to evolving regulations, and responding to swiftly changing market dynamics. Descartes is publicly traded and has its headquarters in Waterloo, Ontario, Canada, with a global presence through offices and partnerships.
Position Overview
As we expand our customer base, we are seeking a Customer Success Manager to be part of our remote North American team. This role is pivotal in fostering engagement with our MK Data product, a solution that adds value for leading global enterprises while ensuring compliance with local and international regulations and sanctions. You will serve as a strategic consultant to our clients, offering your expertise, insights, best practices, and recommendations. Your focus will be on understanding clients' business objectives and maximizing the value derived from our solutions. Ultimately, you will manage a portfolio of clients to enhance retention, drive expansion, and cultivate advocacy.
Benefits of the Role
- Professional Development: You possess experience in Account Management, B2B Consulting, or Customer Success, and are eager to leverage your relationship-building and problem-solving skills to assist clients with dedication and integrity. At Descartes, we appreciate the contributions of every employee towards achieving our corporate objectives, ensuring each team member has the necessary tools and support to make impactful contributions.
- Career Advancement: This sector is growing within the industry and our organization. You will have the opportunity to shape the team and contribute to developing processes that ensure customer success. You will receive coaching and support as part of a dynamic team, with potential pathways to team leadership or roles in other business areas, including sales or implementation.
- Exposure to Industry Leaders: At Descartes, we encourage a bottom-up approach, allowing every team member to influence how we attract and retain customers. This position offers the chance to collaborate with top-tier global clients, develop engagement through tailored solutions, and work alongside internal sales and product teams.
- Continuous Learning: In this role, you will engage with global clients, assisting them in addressing critical compliance and logistics challenges. The solutions provided by Descartes are market-leading, and your role will be to ensure clients maximize their investment. You will interact with various stakeholders from our clients, including executives, IT, and compliance professionals.
- Flexibility: Descartes has embraced remote and hybrid work models for years. Joining our Customer Success team allows you to be part of a well-established remote workforce, with flexible hours tailored to meet the needs of both our clients and your personal life.
Key Responsibilities
- Demonstrate Expertise: Act as a trusted advisor, providing strategic consultation and addressing customer inquiries. Identify organizational needs and goals to enhance success. Exhibit intellectual curiosity to explore clients' businesses and determine how Descartes can deliver value.
- Enhance Retention: Proactively engage clients and develop action plans to optimize usage and reduce churn risk. Identify growth opportunities and nurture clients into advocates for Descartes.
- Manage Client Portfolio: Conduct data-driven, solution-oriented business reviews and success meetings. Facilitate client migration to our new web-based solution, assist with platform setup, suggest additional features, demonstrate capabilities, and provide training.
- Collaborate Across Teams: Work with Sales, Marketing, Product, and Implementation teams on webinar development and improvement suggestions based on customer feedback.
- Expand Knowledge: Stay informed about technical changes, market conditions, government regulations, emerging trends, and competitive activities to reinforce our solutions as the preferred choice for clients addressing significant business challenges.
Qualifications
- Experience: A minimum of 3 years in a B2B customer-facing role, with a background in Account Management, Customer Success, or Consulting. You possess the skills to manage pricing, renewals, and negotiations, focusing on retention and growth.
- Customer-Centric Approach: Exceptional communication, presentation, written, and negotiation skills. Ability to build relationships that foster long-term business partnerships. A consultative approach to engaging with clients to optimize their software product usage.
- Strategic Planning: Ability to understand both the overarching organizational goals of clients and the root causes of business challenges, effectively aligning solutions to address complex issues. Metrics-driven and insightful in communicating progress and overcoming barriers.
Location: This is a remote opportunity open to applicants authorized to work in Canada or the United States.
Compensation: Salary range is $65,000 to $75,000 CAD plus a 20% variable commission. Compensation information provided is a good faith estimate for this position only. Actual salary may vary based on specific skills and years of experience.
Commitment to Diversity: Descartes is an Equal Employment Opportunity employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by law.
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