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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Group ID. As a key member of our organization, you will play a critical role in ensuring customer satisfaction, retention, and account growth through your expertise in our SaaS platform.
Key Responsibilities- Client Onboarding: Develop and execute personalized onboarding sessions to ensure seamless product adoption by new clients.
- Account Management: Foster and maintain strong client relationships, understand their specific needs, and provide regular follow-up to ensure their satisfaction and long-term engagement.
- Data Analysis: Track and analyze client usage data to identify trends, forecast needs, and recommend actions to enhance the customer experience.
- Education and Training: Provide educational resources and training to clients to help them maximize the value of our product.
- Customer Success Strategy: Develop and execute personalized customer success plans, including clear objectives and KPIs to monitor progress and impact on ARR.
- Renewals and Expansion: Identify renewal and upsell opportunities by aligning additional features and new products with client needs.
- Customer Feedback: Collect and relay customer feedback to the product development teams to contribute to the evolution of our offering.
- Churn Prevention: Identify risks of termination and proactively work to resolve issues and improve the customer experience.
- Promotion: Encourage and facilitate the creation of customer testimonials, case studies, and references that can aid in the promotion and credibility of our product.
- Internal Collaboration: Work closely with sales, marketing, support, and product development teams to ensure a consistent, customer-centric approach.
- Education: Degree in a relevant field (management, health and safety, etc.)
- Experience: Minimum of 3 years of experience in a customer success management role, preferably in the SaaS software industry.
- Industry Knowledge: Knowledge in the mining and metals industry.
- Communication Skills: Excellent communication and interpersonal skills.
- Data Analysis: Ability to analyze data to improve the customer experience.
- Occupational Health and Safety: Strong understanding of occupational health and safety.
- CRM and Customer Success Tools: Experience with CRM and Customer Success tools such as Salesforce, HubSpot, Gainsight, etc. is an asset.
- Language Skills: Fluency in French and English.
- Flexible Work Schedules: Flexible work schedules to accommodate your needs.
- Group Insurance: Comprehensive group insurance, including dental and other benefits.
- Team Perks: Regular team breakfasts, sports during lunch breaks, and a social club to foster a positive work environment.
- Professional Development: Opportunities for career growth and skills development through our career counselors and training programs.
- Unlimited Coffee: Unlimited coffee and other perks to keep you energized and focused throughout the day.
