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Strategic Customer Success Manager
3 weeks ago
**Strategic Customer Success Manager** Our mission at Stormboard is to remove all barriers to turning ideas into action. We believe that employee engagement and the exchange of ideas shouldn’t have to start or stop within the confines of the boardroom. Our team is united by shared values of creativity, passion and learning. We work with some of the world’s biggest brands and you will have opportunities to work with them while growing in a collaborative company culture. We promise you will grow, learn, and make a difference. This role includes a balance of individual work within a highly collaborative team. Reporting to the Director of Customer Success, you will be working directly with the client, as well as internal stakeholders like Account Executives and Account Managers. If you are a person who is passionate about Customer Success, then this role is for you **You** - Have a great track record of revenue expansion and churn mitigation in large enterprise customers for a software or SaaS company. - Love inspiring others with enthusiasm. - Have a “never say never” attitude. **You’re good at** - Communicating with customers and team members. - Building and maintaining strong professional relationships. - Identifying customer needs. - Follow-up; You respond to queries in a timely fashion and stay on top of tasks. - Being an independent learner; You can problem solve autonomously. - Collaborating with others to drive best practices. - Identifying expansion opportunities. - Being proactive. - Project management. Experience in the Agile methodology is a plus. - Working with Account Executives on closing deals. - Working remotely in a team environment and with individual work. - Implementing software with multiple customer accounts. **What you’ll do** - Build healthy customer relationships through trust and transparency. - Be involved with the pre-sales process by leading product demo’s and managing technical related queries. You’ll quickly establish yourself as an advocate for the customer and showcase how Customer Success will support them throughout the entire relationship. - Onboard new customers; you’ll train administrators and end users on how to use Stormboard in relation to their desired outcomes of the product. You’ll also support implementation and configuration of the product to the customers specifications. - Conduct business reviews; you’ll build and maintain adoption of Stormboard with stakeholders by reinforcing the value that the tool delivers. - Work closely with Account Executives to identify expansion opportunities and strategize a growth plan. - Be a partner in managing account renewals. - Clearly communicate the value of new product features, further driving adoption. - Work with the customer to identify gaps or shortfalls in our product that impact them and escalate to the appropriate department. - Work closely with the product team to ensure issues are resolved in a reasonable timeframe. - Use aggregated usage analytics to identify risk and engage accounts proactively. Ultimately mitigate churn and drive adoption. **What you need** - Minimum of 5+ years’ experience in a Customer Success or customer facing role - preferably in a B2B environment. - Excellent written, oral and active listening communication skills. - Fluency in English, both written and verbal. - Proficiency with CRMs, agile product management tools and Microsoft 365. **More details** - Salary is dependent on experience. - Competitive benefits. - Fully remote; must be located in Canada. **Stormboard & diversity** Stormboard is all about innovation and we believe that diversity leads to innovation. Stormboard is committed to employment diversity and works affirmatively to recruit a diverse group of employees. All qualified applicants will receive consideration for employment regardless of race, colour, religion, gender, sexual orientation, marital status, national origin, age, ancestry, disability status, or place of origin.
