Customer Success Manager

**We're revolutionizing the manufacturing industry and we want you to join us as we innovate into the Industrial Revolution 4.0**
Poka is a fast growing company looking to add a knowledgeable Customer Success Manager to our expanding team If you're passionate about the success of your customers and becoming their most trusted partner, this is the place for you.
As a CSM at Poka, you'll act as a strategic advisor to our customer, analyzing and communicating in depth to ensure maximum business value from leveraging our product, ultimately working to enable the customer to grow their use of Poka.
- It's important to note that while we understand and take into consideration skills are transferable, success in this role is more easily achieved when you have a thorough understanding of the product, so that means having _an engineering degree (industrial or mechanical) and an extensive background in lean manufacturing principles_ is a winning factor._

**_What your days will look like: _**:

- You'll partner with our clients to deliver business outcomes by: _
- _Managing the success of complex global enterprise customers_
- _Delivering and communicating ROI for our clients, throughout the customer lifecycle_
- _Developing high and wide relationships across our clients_
- _Being the trusted partner for our manufacturing customers on use-case and product functionality_
- _Quarterbacking experiences by various cross-functional teams at Poka on behalf of the customer_
- _Securing renewals of all contracts under management and collaborating to drive account growth_
- _Align the customer to the voice of Poka_
- _Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth_
- _You are expected to challenge customers with their existing Poka usage and promote new ways of leveraging Poka._
- _Ability to travel up to 30% of the time_

**_You will be a great fit for this role if: _**
- _2+ years of experience in customer success or in a client facing role_
- _You pride yourself on being both a great communicator and collaborator, both with internal and external stakeholders_
- _You speak the same language as the customer, your manufacturing background enables you to position use cases and workflows to different personas._
- _You have a clear understanding of concepts such as Lean manufacturing (5S, Kanban, Process Mapping, Spaghetti diagrams, PDCA, 5WHYs, Fishbone Diagram, TPM)_
- _You're a storyteller, you're highly organized and can use data to document the natural progress of the customers use of Poka_
- _You're not afraid to get into discussing financial terms with clients_
- _You're a problem solver and can break down challenges the customer has with their current use of Poka._
- _You have project management experience in a multiple site deployment, Impressive executive presence and communication abilities in English_
- _Any experience in solution-selling situations and B2B growth strategies is an asset_

**_What we offer: _**
- Dynamic and collaborative work environment
- Generous vacation policy upon arrival
- 100% remote with access to our offices in Quebec City and Montreal if you want to
- Flextime and Flexible Fridays
- Group insurance (life, health, travel and disability insurance, prescription drug coverage, dental and more) paid in half by the employer
- Telemedicine service with Dialogue
- GRSP matching contributions
- MacBook Pro and $750 allowance for your home office upon hire
- Tasty snacks (Fresh fruits, snacks, coffees, teas, etc.)
- Referral program
- Whatever you need to keep learning and evolve professionally
- Rapid evolution in your role. Your responsibilities will not be limited

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