Manager, Customer Success

1 day ago

Montréal, Canada GSOFT Full time

Company Description
GSoft is the independent software company behind a family of products focussing on distributed work and using the digital revolution to change the employee experience. Our goal is to make work simpler, kinder and faster. One software at a time.
Specifically, we help companies get the most out of Microsoft with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a success with Softstart.
Every day, we find better ways to work.

Job Description_
So, what will your new role look like?_
As Manager of the Customer Success team, you will be responsible to drive customer success outcomes by ensuring our clients realize our products value and achieve their business objectives.
You will be responsible to deliver the relevant success milestones for all GSoft clients according to their stage in the customer journey and therefore improve adoption and retention.
What you will do:

- Establish the team’s objectives and KPI according to the business strategies and be accountable to deliver them
- Establish and execute action plans for the different client approaches (high-touch and tech-touch)
- Lead, coach and develop the CS team and its different roles to improve and accelerate value realization, foster culture of collaboration and continuous learning
- Collaborate closely with the Sales leaders to ensure a successful onboarding of the new clients, identify opportunities for expansion and optimize the renewal process
- Ensure customer issues are identified and resolved quickly and proactively by leveraging tools and resources across multiples departments
- Act as a senior point of escalation as required to ensure consistent and satisfactory client experience

**What will your future team look like?**
Our Customer Success team includes 9 enthusiastic and motivated CSMs and Onboarding Specialists. Everyone is eager and ready to have a leader bringing GSoft Customer Success to the next level.
- What are the newest challenges awaiting your team?_
The Customer Success team takes care of all our GSoft products, which includes Officevibe and ShareGate. As the Manager, you will need to consolidate the processes and initiatives depending on the product’s customer journey to ensure adoption and retention. You will also recruit the CS profiles that will help you operationalize and scale the team.

**Qualifications**:
Being curious about HR and IT industries will be inevitable for you to understand our products and clients.
What you will bring:

- Experience in managing a team of Customer Success profiles
- Excellent understanding of how Saas products work
- Deep and solid knowledge of the high-touch and tech-touch strategies and how to implement them in the Customer Journey

Additional Information
At GSoft, we build together, we trust each other, and we support each other in success or failure. You will be able to express yourself, evolve and develop your creativity in an environment that will adapt to your daily life and your needs.
We strive to create a healthy and inclusive work environment. This is everyone’s business.
**Phone Screen - Virtual Interview using Microsoft Teams - Work Sample - Job Offer**

We are looking forward to getting to know you
LI-Remote

Location: 1751 Rue Richardson, Montréal, QC

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