Client Success Manager

Are you a Store Manager or District Manager looking to transfer your skills into a rewarding career working alongside some the best retailers in the world? Are you passionate about analytics, training, and providing superior client support? If so, StoreForce has an exciting opportunity for you to join the Client Success team.

**ABOUT STOREFORCE**

StoreForce is deeply passionate about Specialty Retail - it’s in our roots. Every day we strive to help Specialty Retailers set a new standard for operational excellence and accelerate their results. We focus on building intuitive and powerful, made-for-retail software and support them with experienced, knowledgeable retail professionals who have walked in their shoes.

Our goal is to help Specialty Retailers around the world consistently deliver amazing customer experiences. With your help, Specialty Retailers will continue to look to StoreForce as the single most powerful tool they can have to run their Store Operations and maximum results.

This role reports to the VP of Client Success and is based in our Toronto headquarters.

**OVERVIEW**

The Client Success Manager works directly with our clients to help them achieve their business goals. As a CSM, you will be responsible for driving client satisfaction, retention, and expansion by ensuring clients derive maximum value from our solutions. You will serve as a trusted advisor, understanding each client’s needs and goals, while managing and optimizing the client journey. This position is client facing and has interaction with all internal functions.

**WHAT YOU'LL DO**
- Interact with client resources to provide guidance and input on how StoreForce can support their operational initiatives.
- Build relationships with assigned clients, help them with business issues, and continually deliver a positive, client-centric attitude.
- Proactively partner with assigned clients to ensure they leverage StoreForce software solutions effectively and find value in our services.
- Demonstrate product expertise in StoreForce’s software solutions and educate clients on use, monitor engagement levels and performance.
- Conduct regular analysis to identify opportunities; Share findings and collaborate on client training initiatives.
- Collaborate with Sales, Support, Finance, and other functional teams to ensure an exceptional client experience.
- Advocate for clients by capturing client feedback and reporting requests to Product and Development; Stay abreast of retail business trends.
- Manage time effectively to focus on essential activities to ensure client satisfaction, account renewal, and account growth; Maintain a revenue base by managing account retention and renewal.
- Drive upgrade revenue through increased product adoption and increased usage.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our initiatives and processes.
- Lead Administration and Train-the-Trainer sessions; Modify materials based on client requirements.
- Build referenceable relationships; Provide input and coordinate references as required;
- Actively participate in sales presentations to share stories and communicate our retail expertise;
- Contribute to monthly newsletter, marketing pieces, and conference content.

**QUALIFICATIONS**

**Competencies Required**:

- **Integrity** - Ethical and honest. Maintains principle when faced with challenge.
- **Leadership** - Seen as a role model; motivational, supportive. Fosters cooperation and collaborates with others.
- **Communication** - Good oral and written communication skills. Able to deliver clear and concise information; demonstrates the ability to adapt to the audience.
- **Service Oriented** - Natural desire to provide assistance; achieves a sense of reward through helping others.
- **Self-motivated** - Identifies what needs to be done and takes action; contributes new ideas; looks for ways to add value.
- **Conceptual Thinking -**Notices similarities between different and apparently unrelated situations; quickly identifies the central or underlying issues in complex situations
- **Problem Solving** - Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.

**EXPERIENCE / KNOWLEDGE**
- 5+ years’ experience in retail - ideally in a central operations support function or multi-unit role;
- Experience in SaaS, an asset;
- Experience in retail program development an asset;
- Excellent writing skills, and experience with Word and PowerPoint;
- Strong Excel and analytical skills;
- Experience across different formats, or retail sectors would be beneficial.

**WHY WORK WITH US AT STOREFORCE**

StoreForce is growing quickly - it’s the kind of place you can make a real impact. We thrive on change, collaboration, and trust; And are fueled by a mutual passion for Specialty Retail. At StoreForce you’ll have the chance