Client Success Strategist

1 week ago

Montreal, Quebec, Canada Intello Technologies Inc. Full time

Job Function: Sales & Professional Services

Status: Full Time

Schedule: Regular

Position Overview

Are you passionate about driving value for our clients with a focus on customer satisfaction?

Do you advocate for a culture of ongoing learning and improvement through innovative practices and constructive feedback?

Do you thrive in a diverse and inclusive workplace where authenticity is valued?

In this role, you will play a crucial part in our mission.

The Client Success team is dedicated to enhancing client lifetime value across various sectors. This team is pivotal in ensuring a positive post-sale experience, aiming to maximize the value derived from our services to support clients in achieving their business objectives. Additionally, the team focuses on accelerating value realization, enhancing customer satisfaction and retention, promoting service adoption, driving account profitability, and implementing effective governance and reporting on customer health.

The Customer Success Strategist (CSS) collaborates closely with the account strategy and is responsible for enhancing customer lifetime value among our key clients. The CSS will cultivate enduring relationships with influential decision-makers and must excel in governance, planning, and executing a robust relationship strategy.

Key Responsibilities
  • Safeguard and expand the 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.
  • Prioritize customer needs and assist them in achieving their business objectives by leveraging existing core offerings. Build mature relationships to drive high levels of satisfaction with our partnership, products, and services.
  • Responsible for developing Customer Success Plans and conducting Quarterly Business Reviews to align with customers' business strategies and goals, ensuring value delivery and growth.
  • Establish strong interdepartmental relationships to align strategies with Account Executives, Solution Design, and Product Management.
  • Oversee the customer lifecycle management by monitoring product usage, managing risks, and ensuring customer satisfaction while aligning solutions with customer needs.
  • Facilitate a smooth onboarding process through effective implementation planning and readiness assessments.
Qualifications

What You Bring

  • Proven ability to identify customer needs and demonstrate how our solutions can meet those needs.
  • Strong skills in persuasion and negotiation.
  • Ability to translate customer goals into actionable strategies that align with our solutions for mutual benefit.
  • Excellent communication skills, both verbal and written, with the ability to tailor messages to diverse audiences.
  • Strong business acumen supported by industry knowledge.
  • Understanding of account profitability and economic trends.
  • Well-developed interpersonal skills with the ability to prioritize multiple tasks across various clients.
  • Knowledge of technology and industry trends at a business level, fostering relationships across different business lines.
  • Fluency in both English and French is essential for effective communication with internal teams and clients.

Education & Experience

  • Bachelor's degree in business or a related field, or equivalent experience.

Required Experience

  • 3-5 years of experience in Customer Success, sales, or customer relationship management at an intermediate or senior level.
  • Experience engaging with senior leadership in enterprise organizations.

Preferred Qualifications

  • Previous experience in a sales role.
  • Professional certifications in Customer Success or Business Relationship Management.
  • Experience in a telecommunications or technology customer-facing environment.
  • Fluency in both English and French is required.

What We Offer

  • Visibility with senior leadership in support of our largest clients.
  • A key role in shaping our enterprise strategy with major clients.
  • The opportunity to collaborate with a dedicated team focused on delivering exceptional client experiences.
  • Flexible work arrangements and a comprehensive benefits package.
  • Career development opportunities and a commitment to diversity and inclusion.
About Us

We are a customer-centric team committed to innovation and positive impact. Our mission is to enhance lives through technology solutions while fostering a culture that empowers our team members to tackle complex challenges and achieve remarkable outcomes.

Our inclusive and high-performance culture is both fulfilling and rewarding. We value diverse perspectives and are dedicated to equitable access to employment opportunities.

Accessibility

We 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.

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