Enterprise Client Success Manager

1 day ago

Remote, Canada 360insights Full time

**360insights** is a SaaS technology company that works with high-profile brands to build and facilitate their rebate and incentive programs.
- At 360, our culture is driven by a simple concept_ - _happiness_. _We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients. 360insightsAwarded “Best Workplace in Canada” by the _**_Great Place to Work® Institute_**_ and rocking a Net Promoter Score of 88%._

**About this role**

The Enterprise Client Success Manager is responsible for overseeing the operational excellence of rebate and channel incentive programs for 360’s most complex clients. The Enterprise Client Success Manager builds a strong relationship with clients helping them to adopt and realize meaningful business goals and strategies with 360Insights platform and services by being their first point of contact at 360Insights.

**What will you be doing?**
- Helps drives the success of a portfolio of clients that represent approximately $3M to $5M in annual revenue.
- Leverages operational and program knowledge to partner with clients to establish clear success criteria and KPIs, measure and report on said KPIs
- Works towards learning how to prepare, implement and execute Strategic Success Plans to drive adoption, renewal, advocacy and expansion
- Prepares, leads and delivers QBRs (Quarterly Business Reviews)
- Collaborates with cross-functional teams (ops, support, product) in order to ensure program performance is consistent with or exceeds service levels as well as identify ways to optimize operational efficiency
- Effectively quarterbacks client communications and escalation management
- Contributes to the maintenance and enhancement of the solution and operational knowledge base
- Notifies Account Directors of new expansion and growth opportunities
- Travelling to offices as needed

**What will make you a success?**
- Proven communication skills - written and verbal
- A client-first mentality and deep understanding of commercial business and client service
- Proven ability to build client advocacy
- Proven analytical and problem-solving skill
- Proven ability to work as an effective member of a team
- Proven organizational and follow-up skills (including prioritization)
- Strong documentation and presentation skills
- Ability to work independently, with mínimal supervision, and provide leadership
- Demonstrated ability to mine valuable feedback and provide practical solution options based on that feedback
- Bilingual (French) is an asset
- Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word)
- Experience in the fields of Client Success, Client Service or Account Management in a technology-related industry (preferably SaaS)

***Why 360?**
- Benefits on day 1
- Bonus plan
- Employee stock options
- Retirement Savings
- Global Family Leave policies
- Tuition reimbursement
- Flexible vacation policies
- Remote, hybrid, or in-office options
- Employee recognition platform
- Career growth opportunities
- Mentorship program
- Employee led clubs

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