Customer Success Manager

2 months ago

Ottawa, Ontario, Canada March Networks Full time
About the Role

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 the successful onboarding and adoption of our Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.

Key Responsibilities
  • Build and manage a team of Customer Success Specialists to ensure seamless onboarding and training activities
  • Develop and implement effective onboarding strategies to ensure new Managed Services customers are up and running within a quarterly timeframe
  • Measure and analyze team performance, providing key metrics to senior leaders to inform business decisions
  • Manage escalations and provide coaching/training to new team members
  • Provide regular updates on customer usage of our hosted solutions
  • Collaborate with our Sales and Project Management teams to prepare customers for contract renewal and provide periodic account reviews
Customer Onboarding – Enterprise Level
  • Onboard new Enterprise-level customers through a comprehensive post-installation checklist, user account creation, software training, and regular call-ins
  • Establish trusted advisor relationships with multiple stakeholders within each account, advocating on their behalf within March Networks
  • Deliver clear value to customers by providing best practices and showcasing the features of our services, tailored to their specific needs
  • Introduce customers to our self-help portal and continuously monitor their success
  • Manage escalations efficiently and effectively, ensuring seamless customer experiences
Requirements
  • University degree, college diploma, or post-graduate certificate
  • Excellent verbal and written communication skills, with strong time management and organizational abilities
  • 5+ years of experience in a customer-facing role in technology, with a global enterprise customer base
  • Proven track record of providing exceptional customer service, onboarding, and support
  • Proficiency in Microsoft Office, Salesforce, and other relevant tools
  • Experience with webinar platforms, such as Teams, GoToMeeting, Zoom, or Adobe Connect
Preferred Assets
  • Fluency in additional languages, such as Spanish, French, or Italian
  • Experience coordinating and managing multiple projects simultaneously

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