Customer Success Strategist

1 week ago

Kingston, Ontario, Canada Tribute Technology Full time

About AdPerfect and Tribute Technology

We are a leading technology company and solutions provider, part of Tribute Technology. Our customers include prominent media brands worldwide, serving millions of users daily. Our mission is to create meaningful connections through innovation and excellent user experience.

Job Summary

We seek a self-motivated problem solver with strong technical support and customer service experience to work with customers and internal teams to investigate and resolve issues, produce and track technical change requests, and create support documentation.

About the Role

The Customer Success Strategist will orchestrate the customer journey through proactive engagement strategies, guide AdPerfect clients to their desired outcomes, and drive value. By monitoring the health of the customer relationship, this role will predict and navigate customer challenges, offering solutions that drive satisfaction, retention, and additional enrichment opportunities.

Key Responsibilities

  • Own the post-sale commercial relationship with customers, continually looking for new ways to deliver value using data to optimize services and provide world-class support.
  • Manage all aspects of new customer onboarding from kick-off to launch.
  • Be the voice of the customer within the team, ensuring current and future client requirements are met.
  • Perform customer health checks: monitor, manage, and influence agreed success statistics for each client.
  • Develop and recommend solutions to customer issues and challenges, with the ability to troubleshoot issues quickly and effectively.
  • Have a deep understanding of AdPerfect's products and services, guiding customers to appropriate existing solutions whenever possible.
  • Provide training on the usage of AdPerfect products and services to our customers.
  • Identify and nurture opportunities to expand the commercial activities within an account.
  • Communicate effectively with colleagues regarding customer needs and with your manager to understand customer needs, maximize retention and growth, and communicate findings.
  • Facilitate interaction and workflow between project team members to ensure deliverables are on time.
  • Collaborate, problem-solve, and strategize upcoming customer meetings with team members.
  • Prepare necessary documentation and/or visuals for the customer to demonstrate the performance of their sites.
  • Anticipate customer requirements and possible challenges to ensure our customer's success.
  • Manage priorities with customers and internal teams.
  • Provide suggestions and consult with internal teams to improve products and processes.
  • Take ownership of accounts and maintain the goal of customer success and satisfaction.
  • Be willing to continuously learn.
  • Follow basic project management processes.

Requirements

  • A minimum of 3+ years of experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional customer service resulting in high client retention.
  • Degree in Computer Science, Business, Marketing, or similar.
  • Experience with a software-as-a-service (SaaS) platform.
  • Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints.
  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
  • The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results.
  • The ability to manage multiple on-the-go projects as well as manage other customers within your portfolio.
  • Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments.
  • Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients.
  • Successful navigation of business processes, specifically sales and procurement.
  • A high degree of organization and proficiency in leveraging internal systems.
  • Confidence in communicating with customers through various mediums (e.g., phone, email, web conferencing, etc.).
  • Excellent verbal and written communication skills.
  • Ability to self-prioritize and escalate proactively.
  • Strong social and storytelling abilities.
  • A proficiency in technology, experience with Salesforce, Jira, CSS, JS, HTML, and XML a plus.

Sounds like you?

  • Able to understand a client's needs and shape and present smart solutions.
  • Have excellent analytical, communication, and presentation skills.
  • Can establish strong relationships, and communicate effectively at all levels of an organization.
  • An independent and proactive self-starter; able to move fast and prioritize effectively.
  • Driven, results-oriented, committed to excellent work product.
  • Thrive in a fast-paced, team-oriented environment with ambitious goals.

What we offer:

  • Competitive salary ($80,000 - $110,000 per year).
  • Great benefits package (RRSP/401k Match, health, vision, dental, PTO, Paid Holidays).
  • An outstanding collaborative work environment.
  • Fully remote in North America.

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