Customer Success Manager

1 month ago

Ottawa, Ontario, Canada March Networks Training Full time
Job Title: Customer Success Manager

At March Networks, we're seeking a highly skilled Customer Success Manager to join our Ottawa-based Professional Services team. As a key member of our team, you'll be responsible for ensuring our customers achieve maximum value from our Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.

Key Responsibilities:
  • Develop and maintain strong relationships with customers to drive customer retention and satisfaction
  • Lead the onboarding process for new Managed Services customers, ensuring a seamless transition to our solutions
  • Manage and coach a team of Customer Success Specialists to achieve their goals and objectives
  • Measure and report on team performance, identifying areas for improvement and implementing changes as needed
  • Provide exceptional customer communication and technical support, resolving issues quickly and efficiently
  • Collaborate with the Sales and Project Management teams to prepare customers for contract renewal and provide periodic account reviews
  • Onboard new Enterprise-level customers, providing software training and periodic call-ins to ensure successful adoption
  • Act as a trusted advisor to multiple stakeholders within each account, advocating for their needs within March Networks
  • Introduce customers to our self-help portal and continuously monitor their success, providing best practices and delivering clear value on our service's features
  • Manage escalations from customers quickly and efficiently, ensuring timely resolution and minimizing downtime
Requirements:
  • University degree, college diploma, or post-graduate certificate
  • 5+ years of experience in a customer-facing role in technology, with experience across a global enterprise customer base
  • Exceptional customer service, onboarding, and support skills, with a proven track record of driving customer retention and satisfaction
  • Proficiency in Microsoft Office, Salesforce, and other relevant tools
  • Experience providing webinars and training sessions, with a strong ability to communicate complex technical information to non-technical stakeholders
Preferred Qualifications:
  • Fluency in multiple languages, including Spanish, French, or Italian
  • Experience coordinating and managing multiple projects simultaneously, with a strong ability to prioritize tasks and meet deadlines

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