Bilingual Customer Success Manager, Small/medium

Position Overview

Reporting to the VP Customer Success, the Bilingual Customer Success Manager (_CSM - Small/Medium Business_) is responsible for developing/servicing customer relationships that promote retention, loyalty and drives increased revenue. The role will manage a portfolio of small and medium business accounts and collaborate with a variety of teams to ensure customer engagement and organizational success.

Tasks and Responsibilities
- Drives retention and growth among our small/medium business customers by understanding their business needs and helping them succeed.
- Prepares proposals and makes product recommendations using standard templates, pricing and contracts.
- Utilizes and follows standard and defined process flow documentation and escalation plans.
- Coordinates with other departments to facilitate implementation of technical solutions to meet customers’ needs.
- Collects and analyses data and customer feedback/referrals/testimonials and translates those into onboarding and retention strategies as well as feeds into the product road map.
- Identifies opportunities in assigned book of business of current customers and develops these opportunities through Quotes and ultimately to Orders, tracking progress at all times in Microsoft Dynamics.
- Provides insights to customers to ensure that they get the most out of our products with the aim of helping grow revenue.
- Monitors and reports on customer health, quickly identifying and resolving any issues and problems faced by customers and effectively resolves complaints to maintain trust.
- Maintains accurate Customer CRM accounts (Dynamics) that are meaningful and up to date and includes the Clean Order process steps.
- *All other duties as assigned._

**Scope of Responsibilities**
- Customers typically using one distinct Commport service/product line
- Responsible for book of business worth up to $500,000 in revenues per year
- Approximately 300 customers, with approximate value of $1,200 per account/per year
- Handles standard and simple opportunities

Key Competencies
- Communication
- Leadership
- Negotiation
- Networking and Relationship Building
- Planning and Organizing
- Results Orientation

Education and Experience
- Post-Secondary education in a related field preferred; OR
- 2+ years of relevant work experience in a Marketing, Business Development or other client-facing role
- Bilingual (English / French) - 100% in both verbal and written forms
- EDI, Van, QA or other technical skills are an asset (or eager to learn)
- B2B and/or SaaS experience is a definite asset
- Strong knowledge of Microsoft Office Suite; MS Dynamics a definite asset
- Strong communication and interpersonal skills with ability to build strong client relationships
- Driven, self-motivated, enthusiastic and with a “can do” attitude and a bias for action
- Problem solving and decision making skills
- Excellent time management and organizational skills
- Attention to detail and accuracy in preparing financial and metrics information
- Passionate about customers and provides world class customer experiences
- RCMP Criminal Background Check (for Secure B Reliability Status) required for this role

**About us**

At Commport Communications, we live and breathe our Purpose: To _solve integration challenges_ in business-to-business relationships for the benefit of the communities in which we are all members.

E-commerce continues to be a high growth market and our leadership teams' entrepreneurial spirit is energized by the challenge to continue as leaders within our industry. Commport believes that empowering our employees to grow and develop opens doors for the future of our team, our business and our clients. We encourage collaboration and innovation to continue to provide our clients with the newest technological advancements in EDI, VAN and GDSN solutions.

**Application Process**:
Commport Communications International, Inc. welcomes all applicants. Accommodations during all phases of the screening and recruitment process will be made wherever possible.

If you are interested in and well-qualified for this exciting opportunity, please submit your resume via Indeed.

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00-$80,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Aurora, ON L4G 3V1: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Aurora, ON L4G 3V1