Client Success Manager

Who we are

Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

Adlib is currently working in a remote capacity. This opening can be a hybrid remote role.

Our Client Success Manager is responsible for:
This position is part of the Client Success team designed to deliver a high degree of client satisfaction, expand the relationship with Adlib's top accounts and continue to enable long-term relationships to drive a recurring revenue business.

This role will work hand in hand with the Account Executives and enable them to reach their objectives of multiple year renewals, upgrade to the latest editions of Adlib’s software product line and create executive sponsor relationships.

Our Client Success Manager role will:

- Promote adoption and customer retention for a specific book of accounts.
- Interact and build relationships with customers to ensure they are plugged into all the resources Adlib has to offer (training, support services, new release information, events happening in the area, all to ensure the customer is successful using Adlib software)
- Handle Client & Service Inquires and align client’s business pain points to technical solution options.
- Working alongside the Sales Executives, proactively develop an actionable ‘success plan’ to guide client through their evolving Adlib footprint.
- Learn industry best practices in our target markets and identify how Adlib solutions can be leveraged to implement these practices for customer success.
- Drive product adoption/growth and success for a defined set of customers by becoming a trusted advisor, educating clients on product capabilities and engaging professional service resources as necessary.
- Drive regular account reviews and continuously sell the value of Adlib’s technology within a given customer, encouraging face to face meetings in order to generate new opportunities.
- Provide constant feedback to Sales Executives on the progress of your efforts to expand an account.
- Management of and responsibility for renewals for your client book.
- Proactively manage and increase client satisfaction.
- Maintain and track frequent contact with customers and serve as an escalation point for issues that impact their success.
- Professional client communication and C-Level Relationship building in Accounts, both proactively and when under duress.
- Complete understanding of the Adlib strategy and our products and services.
- Strong presentation skills and credibility with Senior IT and VP/C-level executives
- Develop customer success stories and client references with Marketing Communications
- Work with account managers, support and professional services to devise the best possible client solutions.
- Provide assistance across the organization that coincides with the company’s core values. For example, providing input into product management.
- Understand user base and assist in the facilitation of user groups.

Our Client Success Manager has:

- Bachelor’s degree with working knowledge of Microsoft Office products
- Prior experience in account management and being able to navigate complex multi-national organizations
- 6+ years in business analysis in software and technology - Sales, Services and customer engagement
- Excellent business consulting skills, primarily in the ability to determine business pain points and the ability to align appropriate solution recommendations
- Deep technology and software knowledge in Enterprise Content Management, Business Process Automation a strong asset
- Exceptional client management and client services skills
- Exceptional communication, interpersonal and problem-solving skills. Demonstrate resourcefulness, motivation, initiative.
- Extremely high energy and stamina to perform consistently and at a high level in a very demanding environment
- Quarterly short stay (2-3 days) travel may be required

What’s in it for you?

We wholeheartedly believe that maximizing work-life balance is one of the most important paths to high performance. To that end, we have an open-vacation policy and many programs to promote employee wellness. We have massage therapist days, badminton, baseball, fresh fruit in the lunchroom and fitness membership reimbursement.

Adlib is located in Burlington, Ontario and many of our employees also enjoy a mínimal commute which allows for maximum family and friends time.

Our company

Adlib's headquarters are located in Burlington, Ontario. As a company, we care about employee health and wellness and develop programs that align to achieving personal and professional satisfaction. We are also passionate about our community and particip