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Client Success Strategist
2 months ago
Job Function: Sales & Professional Services
Status: Full Time
Schedule: Regular
Position OverviewAre you eager to enhance value realization for our clients with a customer-focused approach?
Do you advocate for a culture of ongoing learning and improvement through innovation and feedback?
Do you thrive in a diverse and inclusive workplace where you can express your authentic self?
Discover what we can achieve together.
Our Client Success team is dedicated to maximizing client lifetime value within both Commercial Enterprise and Public sectors. This team champions the post-sale client experience, aiming to extract the utmost value from the services provided to help clients meet their business objectives. Furthermore, the Client Success team is tasked with accelerating time to value, enhancing customer satisfaction and retention, expanding service adoption, and ensuring governance, measurement, and reporting of customer health.
The Client Success Strategist is a collaborative player in executing account strategies and is accountable for driving customer lifetime value within our strategic clients. This role requires the ability to cultivate long-term relationships with key decision-makers and influencers at senior levels, while being adept in governance, planning, and executing effective relationship strategies.
Key Responsibilities- Safeguard and expand the billed revenue base through organic growth while maximizing customer lifetime value by managing costs, credits, renewals, and churn. Identify opportunities for organic growth and cross-selling to the sales team, focusing on revenue assurance and credit mitigation.
- Prioritize customer needs and assist them in achieving their business objectives by optimizing existing core offerings. Build mature customer relationships to ensure high levels of satisfaction with their partnership, products, and services.
- Compile Customer Success Plans and conduct Quarterly Business Reviews to uncover clients' business strategies and goals, delivering lifetime value and growth for the company.
- Establish robust relationships and collaborate with internal stakeholders (aligning strategy with Account Executives, Solution Design, Process Improvement, Product Management, etc.).
- Oversee the customer lifecycle management through product usage, risk management, and customer satisfaction, ensuring solutions align with customer needs.
- Facilitate a seamless onboarding experience through effective implementation planning and readiness reviews, including initial billing assessments.
What You Bring
- Ability to identify customer business needs and consult on how our solutions can support them.
- Proficient in managing influence through persuasion and negotiation.
- Skilled in translating customer business goals into actionable strategies that align with our solutions for mutual benefit.
- Excellent communication skills (verbal, written, presentations) with the ability to tailor messages to various audiences, utilizing storytelling techniques for effective engagement.
- Strong business and financial acumen, supported by industry and competitive insights.
- Understanding of account profitability metrics (e.g., Gross Margin, cost of goods sold), economic trends, and competitive landscape.
- Well-developed interpersonal, planning, and organizational skills, with the ability to prioritize competing deliverables across multiple clients.
- Knowledge of technology and industry trends at a business level, fostering relationships across various business lines and management levels.
- Fluency in both English and French is essential for conducting business discussions effectively with internal teams and providing nationwide customer support.
Education & Professional Designation/Certification
- Bachelor's degree in business or a related field, or equivalent experience.
Required Experience
- 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).
Preferred Qualifications
- Previous experience in a sales role, either direct or indirect.
- Professional certifications in Customer Success, Business Relationship Management, Sales, and/or ITIL.
- Experience in a telecommunications customer-facing environment or technology sector.
- Fluency in both English and French is required for effective communication with internal teams and customer support nationwide.
What We Offer
- Visibility with senior leadership teams in support of our largest clients.
- A pivotal role in transforming our Enterprise strategy with key clients.
- The opportunity to collaborate with a passionate team focused on delivering a best-in-class client experience.
- Flexible work arrangements, a diverse and inclusive team culture, and numerous career development opportunities.
- Competitive salary and bonus structures, a minimum of 3 weeks of vacation, and a flexible benefits plan tailored to your needs.
- Generous company-matched pension and share purchase programs.
- Opportunities to contribute to the communities in which we operate.
- Career growth and learning & development opportunities to enhance your skills.
- And much more...
We are a people-focused, customer-first, purpose-driven organization that collaborates daily to innovate and make a positive impact. Our technology solutions improve lives and foster a culture of innovation that empowers team members to tackle complex challenges and create remarkable outcomes in a digital landscape.
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. Your unique contributions and talents will be valued and respected here.
AccessibilityWe are proud to promote an inclusive culture that embraces diversity. We are committed to fair employment practices, and all qualified applicants will receive consideration for employment.
We offer accommodations for applicants with disabilities during the recruitment process as needed.
