Customer Success Manager

6 days ago

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

At March Networks, we're committed to delivering exceptional customer experiences. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve their goals with our solutions.

Key Responsibilities
  • Customer Onboarding: Develop and implement onboarding strategies for new Enterprise-level customers, ensuring seamless integration with our solutions.
  • Relationship Building: Foster strong relationships with customers, understanding their needs, and providing tailored support to drive business success.
  • Team Management: Lead a team of Customer Success Specialists, providing guidance, coaching, and training to ensure they're equipped to deliver exceptional customer experiences.
  • Escalation Management: Effectively manage customer escalations, working closely with internal teams to resolve issues promptly and efficiently.
  • Metrics and Reporting: Track and analyze key performance indicators, providing regular insights to senior leaders on customer success and team performance.
Requirements
  • Education: University degree, college diploma, or post-graduate certificate in a relevant field.
  • Experience: 5+ years of experience in a customer-facing role, with a proven track record of delivering exceptional customer experiences in a technology-driven environment.
  • Skills: Excellent communication, problem-solving, and time management skills, with the ability to work independently and as part of a global team.
Preferred Qualifications
  • Language Skills: Fluency in multiple languages, including Spanish, French, or Italian.
  • Technical Skills: Proficiency in Microsoft Office, Salesforce, and other relevant tools, with experience in providing webinars and training sessions.

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