Customer Success Manager

2 weeks ago

Ottawa, Ontario, Canada March Networks Full time

About the Role

The Customer Success Manager will play a critical role in ensuring the success of our customers by providing exceptional onboarding and support experiences. This position will be instrumental in driving customer retention, expanding our service offerings, and fostering strong relationships with our global enterprise customer base.

Key Responsibilities

  • Customer Onboarding
    • Develop and implement a comprehensive onboarding program for new enterprise-level customers, ensuring seamless integration with our solutions.
    • Provide personalized training and support to customers, ensuring they achieve maximum value from our services.
    • Establish a strong relationship with each customer, understanding their unique needs and goals.
  • Customer Success Management
    • Lead a team of Customer Success Specialists, providing guidance and coaching to ensure exceptional customer experiences.
    • Develop and track key performance indicators (KPIs) to measure customer success and identify areas for improvement.
    • Collaborate with cross-functional teams to resolve customer issues and escalate concerns to senior leaders.
  • Technical Expertise
    • Stay up-to-date with the latest technology trends and advancements in the industry.
    • Develop and maintain expertise in our solutions, including networking equipment and cloud infrastructure.
    • Provide technical guidance and support to customers, ensuring they achieve maximum value from our services.

Requirements

  • Education and Experience
    • University degree in a related field (e.g., computer science, business administration).
    • 5+ years of experience in a customer-facing role, with a focus on technical account management or customer success.
  • Skills and Qualifications
    • Excellent verbal and written communication skills.
    • Strong problem-solving and analytical skills.
    • Ability to work independently and as part of a team.
    • Proficiency in Microsoft Office and Salesforce.
    • Experience with webinar platforms (e.g., Teams, GoToMeeting, Zoom).

Preferred Qualifications

  • Fluency in multiple languages (e.g., Spanish, French, Italian).
  • Experience coordinating and managing multiple projects simultaneously.

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