Customer Success Manager

1 day ago

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

March Networks Training is seeking a highly skilled Customer Success Manager to lead our Cloud Solutions team. As a key member of our Professional Services team, you will be responsible for ensuring our customers achieve maximum value from our Cloud-based solutions.

Key Responsibilities
  • Customer Success Management: Develop and execute strategies to drive customer success, retention, and growth.
  • Team Leadership: Manage a team of Customer Success Specialists, providing guidance, coaching, and training to ensure they are equipped to deliver exceptional customer experiences.
  • Onboarding and Training: Ensure new Managed Services customers are successfully onboarded and trained on our Cloud solutions.
  • Metrics and Reporting: Measure and report on team performance, identifying areas for improvement and opportunities for growth.
  • Escalation Management: Manage customer escalations, working closely with internal teams to resolve issues efficiently.
  • Customer Advocacy: Build strong relationships with customers, understanding their needs and providing tailored solutions to drive business value.
  • Communication and Collaboration: Develop and maintain effective communication channels with customers, internal stakeholders, and cross-functional teams.
Requirements
  • University Degree: Bachelor's degree in a related field, such as Business Administration, Marketing, or Computer Science.
  • Customer-Facing Experience: 5+ years of experience in a customer-facing role, preferably in the technology industry.
  • Technical Skills: Proficiency in Microsoft Office, Salesforce, and other relevant tools.
  • Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with customers and internal stakeholders.

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