Customer Success Manager

4 weeks ago

Ottawa, Ontario, Canada March Networks Training Full time
Job Description

Job Title: Customer Success Manager

Job Summary:

We are seeking a highly skilled Customer Success Manager to join our Professional Services team. As a key member of our team, you will be responsible for ensuring our customers achieve their desired outcomes from our Searchlight Cloud and CloudSight solutions.

Key Responsibilities:

  • Establish strong relationships with customers to drive value from our solutions
  • Manage customer onboarding and training activities
  • Measure and report on team performance metrics
  • Escalate customer issues to management
  • Provide coaching and training to new team members
  • Monitor customer usage of hosted solutions
  • Work with sales and project management teams to prepare customers for contract renewal
  • Onboard new enterprise-level customers through post-installation checklist, user account creation, and software training
  • Provide best practices and deliver clear value on service features based on customer needs
  • Introduce customers to our self-help portal and continuously monitor their success
  • Manage escalations from customers quickly and efficiently

Requirements:

  • University degree, college diploma, or post-graduate certificate
  • Ability to understand issues and propose solutions
  • Troubleshoot issues quickly under time pressure
  • Earn and understand networking equipment and cloud infrastructure
  • Monitor distributed systems on an IP infrastructure
  • Work independently with corporate team support
  • Speak to groups of people and hold interactive conversations through webinars
  • Motivated and driven to share knowledge and learn from others
  • Excellent verbal and written communication skills with great time management and organizational skills

Experience:

  • 5 years of experience in a customer-facing role in technology with experience across a global enterprise customer base
  • 5-7 years of experience providing exceptional customer service, onboarding, and support to customers
  • Experience with Microsoft Office (Word, PowerPoint, Excel)
  • Proficiency in Salesforce and other relevant tools creating accounts and cases
  • Experience providing webinars with applications like Teams, GoToMeeting, Join.me, Zoom, Adobe Connect, or others

Assets:

  • Fluency in other languages such as Spanish, French, or Italian
  • Experience coordinating and managing multiple projects simultaneously

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