**Senior Customer Success Manager**
7 days ago
We are seeking a highly skilled Sr. Customer Success Manager to join our team at Tbwa Chiat/Day Inc. As a key member of our Customer Excellence Team, you will be responsible for driving exceptional customer experiences throughout the post-sales journey.
Key Responsibilities- Customer Portfolio Management: Manage a portfolio of customers and conduct proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution.
- Strategic Account Planning: In partnership with your aligned sales account executive, build a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals.
- Consultative Relationship Building: Build a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
- Customer Escalation Management: Serve as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier.
- Strategic Outcomes: Convert ideas into actionable plans to further increase our stickiness within a customer's organization.
- Industry Insights: Provide industry insights, guidance, best practices, and recommendations to drive the customer's identified strategic outcomes with their purchased Visier solutions.
- Customer Satisfaction and Strategic Initiative Targets: Meet assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership.
- Product Expertise: Pass initial certification exams, quarterly releases, maintaining expert-level knowledge of Visier product offerings, configuration options, and the ability to demonstrate to customers.
- Additional Responsibilities: Be willing to take on additional responsibilities as needed.
- Emerging Technology Adoption: Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly.
- Partnership Mentality: A partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences.
- Entrepreneurial Thinking: Actively building a network of relationships and using network connections to help get things done.
- Domain Expertise: Strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.
- Proactive Problem-Solving: Proactively identifying or anticipating a need for customers prior to them asking.
- Working Knowledge of Sales and Renewal Cycles: Working knowledge of the sales and renewal cycles.
- Implementation Program Management: The ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model.
- Communication Skills: Communicating in a polished, professional, and authentic way, with the ability to understand your stakeholders and adapt communication styles to foster desired outcomes.
- Detail-Oriented: Being highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously.
- Travel Requirements: Being able to travel up to 15% as required.
At Tbwa Chiat/Day Inc, we are committed to creating a diverse and inclusive workplace to ensure every employee feels a sense of belonging and is connected to their work, their team, and the company. We believe in a 'people-first' approach to business strategy and are looking for talented individuals who can help us grow, evolve, and win.
The base pay range for this position in Canada is $107,000 - $130,000 / year + bonus. The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge, and skills.
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