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Customer Success Manager

3 weeks ago

Kingston, Canada Tribute Technology Full time

Tribute Technology is an established best-in-class Software as a Service technology company and solutions provider. Our customers include some of the largest and most prominent media brands in the world, spanning 4 continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience.

**ABOUT TRIBUTE TECHNOLOGY**:
At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 300 individuals in the US, Canada, Philippines, and Ukraine.

**ABOUT YOU**:
The CSM will play a critical role in achieving Tribute’s revenue growth goals, ensuring we successfully retain and expand our existing customer base. The CSM will have ownership over renewals of his or her accounts while also proactively identifying upsell and cross-sell opportunities by introducing new products and features that will drive additional value for our customers.

**WHAT YOU'LL DO**:

- Own the post-sale commercial relationship with customers; relentlessly looking for new ways to deliver value to our customers, using data to optimize services and providing world class support
- Be the voice of the customer within the Product Team to ensure current and future client requirements are met
- Perform customer health checks: monitor, manage and influence agreed success statistics for each client
- Work closely with cross functional teams in the development and execution of the account plan, with the objective to create genuine client value and maximize revenue potential
- Have a deep understanding of Tribute’s service offering and continuously find smarter solutions to client needs
- Coordinate the launch of new services, ensuring alignment between operations, product and marketing teams
- Identify and nurture opportunities to expand the commercial activities within an account
- Communicate effectively with colleagues regarding customer needs and with your manager to understand customer needs, maximize retention and growth, and communicate findings
- Facilitate interaction and workflow between project team members to ensure deliverables are on time
- Collaborate, problem-solve, and strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns
- Analyze trends in C-Sat/NPS scores to identify areas of improvement
- Collect and continually document customer experience and customer satisfaction to help facilitate customer case studies and references

**WHAT YOU NEED**:

- 2+ years of experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional customer service resulting in high client retention
- Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints
- Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
- The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results
- Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments
- Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients
- Successful navigation of business processes, specifically sales and procurement
- A high degree of organization and proficiency in leveraging internal systems
- Successful navigation of business systems and processes to obtain high client advocacy and business results
- Excellent verbal and written communication skills
- Strong social and storytelling abilities
- A proficiency in technology, experience with Salesforce a plus

**SOUND LIKE YOU?**
- Are commercially minded, able to understand a client’s needs and able to shape and present smart solutions
- Have excellent analytical, communication and presentation skills
- Can establish strong relationships, and communicate effectively at all levels of an organization
- Are an independe