Client Success Manager

2 days ago

Calgary, Canada Blackline Safety Full time

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Reporting to the Manager, Client Success, the Client Success Manager plays a key role in driving client goals, retention efforts of our key clients, and the efficiency of our renewals and account management process. This role will be responsible for the retention of the customer base within your assigned book of business and will work directly with some of largest customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline products and services.

**Responsibilities**:

- Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
- Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
- Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
- Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
- Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution and use their ability to effectively prepare, and deliver these messages to client accounts. This includes consistently demonstrating an understanding of the audience within the client account.
- Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- Work as an ambassador to help clients realize the full benefit of available Blackline products and services
- Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned.

**Qualifications**
- Previous account management or sales professional experience in multi million dollar product sales and/or service renewal or retention contracts
- Post-secondary degree in business or marketing is an asset
- Proven ability to work within a team structure, collaborate and lead a team when called upon
- Proven experience managing customer relationships with strong problem solving abilities and a proactive approach to addressing client needs.
- Ability to analyze data and present insights to client
- Availability to travel up to 15%
- Clear communication, both written and verbal with strong interpersonal skills.

**About Blackline Safety**

**Disclaimer**:
Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.

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