Customer Success Manager

**Overview**

At Ontopical, the Customer Success team is dedicated to providing exceptional service and support experiences to enterprise customers predominantly in the construction, engineering, consulting and software industries. Through our cutting-edge market intelligence platform, enhanced by our generative AI Copilot, Oliver, we help our customers to win more business with government by enabling early opportunity detection through our comprehensive and unparalleled data.

Joining the team as our Customer Success Manager, you will lead the design and execution of compelling and creative strategies to deliver value through engagement, success and revenue based metrics - achieving targets centred around the enterprise customers’ requirements and our business needs. We are a nimble scale-up company punching above our size - and changing the government procurement industry with unique data & AI. You will fuel the success of our enterprise customers by driving a frictionless experience with our product and support - and through innovative ideas to add more value. You will collaborate with stakeholders from various departments to influence product roadmaps and growth initiatives ensuring alignment with customer needs, while creating and maintaining a robust feedback loop to drive continuous improvement.

The role includes: achieving revenue targets, account planning strategy and driving enterprise customer growth - through up/cross-selling and retention, analysis of feedback, data and reporting. You will provide expertise and guidance to improve customer experiences across all touchpoints, to achieve business outcomes.

**What you'll bring**
- Demonstrable experience at achieving or exceeding revenue growth targets. Including account planning, forecasting, monthly business reviews in order to achieve financial targets.
- 8+ years of experience in account management, relationship management, customer success, or a related field.
- A Bachelor’s degree from a top tier university or equivalent work experience.
- Advanced knowledge on quantitative or qualitative research methodologies.
- Proficiency in CRM platforms, and data analytics software.
- Proven experience in implementing CX initiatives, managing process and organisational change.

**About You**
- Hunger to Win - drive to build a strong customer base, alongside like minded individuals.
- Strategic-thinking - come up with innovative ideas and define strategies to impress our customers and drive revenue growth.
- Communication - the ability to listen to others, ask the right questions, storytelling, and clearly convey your ideas and feedback, to internal teams.
- Leadership - drive customer focused initiatives and growth, influencing positive change within the organisation.
- Analytical skills & Critical thinking - assess qualitative and quantitative data to identify customer trends and patterns, draw conclusions and make data-driven decisions to enhance the customer journey and experience.
- Problem-Solving - identify and address customer problems, increase engagement and find creative solutions to drive retention.
- Adaptability - proactively respond to evolving customer needs, industry trends and shifting business dynamics.
- Emotional Intelligence - display a high level of emotional intelligence and empathy when managing dynamics with customers and team members.

**What We Offer**:

- Competitive salary, incentive structure and benefits.
- An opportunity to gain valuable experience at a disruptive startup.
- The chance to work with top tier companies, and help make an impact.

**Schedule and Location**:

- Monday to Friday - Suite 101, 224 11th Avenue SW, Calgary, AB

**Education**:

- Bachelor's Degree

Pay: From $80,000.00 per year

Additional pay:

- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Account management: 8 years (preferred)

Work Location: In person

Application deadline: 2024-11-15