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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our Ottawa-based Professional Services team. As a key member of our team, you will be responsible for ensuring our customers achieve maximum value from our Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.
Key Responsibilities- Establish and maintain strong relationships with customers to drive customer retention and satisfaction.
- Develop and execute customer onboarding plans to ensure seamless adoption of our solutions.
- Collaborate with cross-functional teams to identify and resolve customer issues.
- Provide coaching and training to customer-facing teams to ensure they have the necessary skills to deliver exceptional customer experiences.
- Monitor customer usage and provide regular metrics to senior leaders.
- Manage escalations and ensure timely resolution of customer issues.
- Work closely with the Sales and Project Management teams to prepare customers for contract renewal and provide periodic account reviews.
- Onboard new Enterprise-level customers through post-installation checklists, user account creation, software training, and periodic call-ins.
- Develop and maintain a deep understanding of our solutions and their features to provide best-in-class support to customers.
- University degree, college diploma, or post-graduate certificate.
- 5+ years of experience in a customer-facing role in technology, with experience across a global enterprise customer base.
- Excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical stakeholders.
- Strong problem-solving skills, with the ability to troubleshoot issues quickly and efficiently.
- Experience with Microsoft Office, Salesforce, and other relevant tools.
- Ability to work independently and as part of a team, with a strong focus on customer satisfaction.
