Account Growth Specialist

1 week ago


Montreal, Quebec, Canada Velixo Full time

With Velixo, you can build financial, project, and other business reports in Excel with live ERP data in just a few minutes. This empowers businesses to make informed decisions quickly.

About the Role:

We are seeking an experienced Customer Success Manager to join our team. The ideal candidate is customer-centric, excelling at understanding client needs and committed to ensuring they achieve maximum value from our solutions and services.

The right candidate will use data-driven insights to optimize the customer experience, proactively identifying potential roadblocks and continuously seeking improvements in the customer journey. Excellent communication skills are necessary to clearly articulate complex ideas to both technical and non-technical stakeholders.

This individual will be focused on delivering solutions that drive success, whether assisting with technical issues or optimizing workflows.

  1. Develop and implement strategies to provide customers with a stellar experience through a combination of digital and traditional CSM approaches, helping them to realize the full value of Velixo.
  2. Maintain and enable new customers through the digital onboarding process, ensuring seamless integration and adoption of our solutions.
  3. Understand the customer experience for both high and low-touch users to deliver education resources such as training, knowledge base articles, video walkthroughs, and progress tracking.
  4. Implement & update the digital onboarding process and content for customers, help to increase user adoption & usage of Velixo.
  5. Support or respond to any account escalations, providing timely resolutions and escalating issues when necessary.
  6. Be one of the faces of Velixo in many of our customer/value added reseller webinars, video walkthroughs, and other digital communications.
  7. Monitor telemetry usage, account health gauges, and other relevant data to flag and connect with at-risk customers.
  8. Identify leads and collaborate with Sales and Services to share customer insights and growth opportunities.

Requirements:

  • Bachelor's Degree or equivalent experience.
  • 2+ years of work experience in a SaaS Customer Success or Customer Support role.
  • Strong proficiency in the English Language - Multilingualism is a huge asset.
  • Industry or business domain knowledge an asset (ERP / accounting / Microsoft Excel).

The estimated salary for this position is $80,000-$120,000 per year, based on industry standards and location considerations.



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