Manager, Customer Success

1 week ago

Canada GSOFT Full time

Company Description

We’re GSoft, home to a family of software products that lay the groundwork for a better employee experience. Our goal is to make work simpler, kinder, and faster.

Specifically, we help companies get the most out of Microsoft 365 with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a memorable experience with Softstart. And with Didacte, we enable companies to easily benefit from custom knowledge sharing.

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 and execute action plans for the team to achieve their goals. The plans should follow the different client approaches (high-touch and tech-touch) we use per client segment.
- Establish the team’s objectives and KPI according to the business strategies and be accountable to deliver them.
- 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, Product and Marketing leaders to improve the customer experience and achieve our goals.
- Collaborate with Sales 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 8 enthusiastic and motivated CSMs and Customer Training Manager. 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 necessary CS profiles to complete 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 approaches and how to implement tactics 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

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