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Client Success Strategist
3 months ago
Full Time
Are you passionate about enhancing value realization for our clients with a customer-focused approach?
Do you believe in nurturing a culture of ongoing learning and improvement through experimentation, feedback, and innovation?
Our Client Success team is dedicated to driving client lifetime value within both Commercial Enterprise and Public sectors.
The Client Success team champions the post-sale customer journey, aiming to maximize the value derived from the services purchased to help achieve business objectives.
Furthermore, Client Success is tasked with accelerating time to value, enhancing customer satisfaction and retention, increasing service adoption and usage, driving account profitability, and establishing governance, measurement, and reporting of customer health.
The Client Success Strategist (CSS) collaborates with the team to execute account strategies and is accountable for driving customer lifetime value within our strategic clients.
The Client Success Strategist will cultivate long-term relationships with key decision-makers and influencers at senior levels, demonstrating proficiency in governance, planning, and executing effective relationship strategies.
Safeguard and expand the billed revenue base through organic growth while maximizing customer lifetime value by managing costs, credits, renewals, and churn.
Prioritize customer needs and assist them in achieving their business outcomes by optimizing existing core and standard offerings. Establish a mature customer relationship to ensure high levels of satisfaction with their partnership, products, and services.Responsible for compiling Client Success Plans and Quarterly Business Reviews to uncover customers' business strategies and goals, delivering lifetime value and generating growth.
Build strong relationships and collaborate with internal stakeholders (Strategy alignment with Account Executives; Product Management, etc.).Oversee the customer lifecycle management through product usage, risk management, customer satisfaction, and aligning solutions with customer needs.
Ensure a seamless onboarding experience through effective implementation planning and readiness reviews, including initial bill assessments.Ability to identify customer business needs and consult on how our solutions can support them.
Skilled in managing influence through persuasion and negotiation.
Exemplary listening skills with the ability to tailor communications to the audience, utilizing storytelling techniques for effective interactions.
Strong business and financial acumen supported by industry and competitive knowledge.Understanding of account profitability, well-developed interpersonal, planning, and organizational skills, with the ability to prioritize competing deliverables across multiple clients.
Awareness of technology and industry trends at a business level, as well as the competitive landscape, market, and economy. Proactively build relationships across business lines and management levels.
Fluency in both English and French is essential for conducting business discussions in the appropriate language for the intended audience, ensuring effective communication with internal team members and providing nationwide customer support.
Bachelor's degree in business or a related field or equivalent experience.Minimum 3-5 years of experience in Customer Success, sales, and customer relationship management at an intermediate or senior level or equivalent experience.
Experience engaging with senior leadership in an Enterprise organization (private/public sector).
Professional certifications in Customer Success, Business Relationship Management, Sales, and/or ITIL.
Experience in a telecommunications customer-facing environment or technology sector supporting clients.
Fluency in both English and French is required for effective business discussions and customer support nationwide.
Visibility with senior leadership teams in support of our largest clients.We offer a comprehensive total rewards package highlighting competitive salary and bonus structures, a minimum of 3 weeks of vacation, and a flexible benefits plan to meet the needs of you and your family.
Flexibility to work in-office, virtually, or a combination of both, based on the role's requirements.Generous company-matched pension and share purchase programs.
Opportunity to contribute to the communities in which we work and live.
We enhance lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable outcomes in a digital world.
Our engaging, high-performance culture is both personally fulfilling and professionally challenging. We are committed to diversity and equitable access to employment opportunities based on ability.