Senior Manager, Enterprise Customer Success and Implementation

1 month ago


Calgary, Alberta, Canada CLIO Full time

About the Role:

We are seeking a highly skilled Senior Manager to lead our Enterprise Customer Success and Implementation team. As a key member of our leadership team, you will be responsible for driving the growth and productivity of our department members, leveraging your expertise to build out a strong Implementation function, and collaborating cross-functionally with our pre and post-sales customer-facing teams.

Key Responsibilities:

  • Oversee the growth and productivity of the department members through training, coaching, quality assurance, and monitoring.
  • Leverage your Implementation expertise to build out a strong Implementation function within Clio.
  • Collaborate cross-functionally with our pre and post-sales customer-facing teams to enable maximum impact.
  • Assist in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels.
  • Act as an escalation point for service resolution and challenging customer issues.

Requirements:

  • 3+ years of progressive leadership experience, including 2+ years as a manager of manager.
  • Experience leading teams responsible for Enterprise Customer Success, Professional Services, and/or Implementation.
  • Strong experience building out Implementation functions and processes.
  • Experience using a CRM system to manage customer ownership and interactions.
  • Experience working closely with Sales organizations.
  • Experience working in a SaaS company.

What We Offer:

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
  • Hybrid work environment with expectation for local Clions to be in office at least once per week.
  • Flexible time off policy with an encouraged 20 days off per year.
  • $2000 annual counseling benefit.
  • RRSP matching and RESP contribution.


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