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Customer Success Executive

2 weeks ago

Remote, Canada Miovision Full time

**Position Summary**
Miovision is looking for a Customer Success Executive (CSE) to join our team. We love to meet our customer’s needs with every interaction. Our CSEs empower our entire support organization to proactively manage post-sales customer relationships with our focus accounts as assigned. The CSE will provide our teams with measuring customer health, while maximizing revenue growth, and drive a culture of customer success. If that sounds like the team you want to work for, this opportunity is for you.

The CSM/CSE team loves being at the forefront of new customer introductions, onboarding and creating the best experience for every situation. They thrive on engaging with our customers to help them achieve ROI from our solution and share industry best practices and thought leadership. They use our product daily and are experts in helping customer success teams define and execute their strategy. Our CSMs are excellent at collaborating with their internal, cross-functional team members to drive alignment and execution for our customers.

**Key Accountabilities**
- Acts as the point person within MIOVISION to manage our Focus Customers and ecosystem as it relates to the account.
- Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion.
- Responsible for strategic management of the assigned focus accounts with the goal of deepening the MIOVISION relationship across all stakeholders within the accounts.
- Document each individual customer journey and implementation process with a focus on accuracy and data integrity, including assembling necessary reporting.
- Develop trusted relationships with customers including executive sponsors, key contacts, and end-users.
- Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience.
- Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way.
- Be a problem solver for your customers and internally - see a challenge, create a solution.
- Proactively monitor and manage customer health, risk, escalations and opportunities.
- Coordinate with the product team on product documentation and customer enablement
- Develop strategy to monitor rollout programs, track progress, address schedule changes as needed and coordinate the proper and time close out of each project.
- Understand the strategic overview of the future city plan as it relates to the current technology offerings of MIOVISION and any affiliates, with V2x inclusion for our focus accounts..
- Build a support and implementation team around the account and coordinate all resources and communication between sales, technical services, SE, engineering and product development.
- Travel is required approximately 50% of the time across the United States and Canada.

**Skills/Qualifications**
- Bachelor’s degree or equivalent experience in information technology, engineering, or business development.
- Minimum experience of 5 years technical account management, project management, installation, or configuration in a technical field.
- Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
- 5+ years in the role of sales, National / Focus Accounts, Sales engineering or Project Management ideally in the solutions market.
- Strong project management skills with particular focus on attention to detail.
- Strong account management and team building skills with particular focus on attention to strategic planning
- Proven ability to build strategic and trusted relationships at all levels with the end user and the ecosystem partners
- High level of technical ability for POC, Pilots, Outcomes and success measures
- Proven ability of solution sales and how to assess customer needs, outcomes and the proper solution to meet the objectives.
- Experienced design documentation skills.
- 5+ years of experience supporting customers in a business-to-business technical industry
- Results-oriented driving technical and commercial outcomes for both Miovision and the customers you support
- Ability to learn technical concepts around our product and our customer’s requirements, aligning the two.
- Required passion and empathy to understand your customers and deliver to their needs
- Previously demonstrated leadership qualities that show your ability to be assertive, be a technical problem solver, be a builder, and improve people & processes around you.
- Strong presentation skills

**Perks and Benefits**
- Comprehensive health benefits starting on day one
- RRSP Matching Plan
- Variable Incentive Plan
- Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
- Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
- Internet subsidy and a remote work allowance