Customer Success Manager

Description
Who We Are
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments "Connect and Simplify Municipal Information to help make data informed decisions." We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What We Offer
Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada. We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits. We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business. We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis' office in Old Strathcona (Edmonton, Alberta). Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more

The Opportunity
This role is pivotal in shaping and delivering an exceptional customer experience, ensuring customer satisfaction, solutions that meet our customers' needs and fostering long-term loyalty. This role manages relationships by communicating regularly with our customers, presenting areas of opportunity and growth, and ensuring a successful continued partnership with them.

Customer Retention
What you Will do

• Conduct account reviews (status, tickets, education on releases, highlighting new solutions etc.)
• Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
• Oversee and escalate billing and collections issues
• Customer satisfaction escalations (support, CSAT, expectation mismatch, executive sponsorship alignment)
• Management of reference relationships, including maintaining a reference list
• Retention risk identification and quantification
• Creation and execution of retention remediation plans
• Onboarding of new customers, including training recommendations and facilitation

Customer Growth

• Identify cross sell opportunities with key accounts
• Account reviews in order to highlight new solutions

Requirements
What you Will Need to Succeed

• Bachelor's degree in business, marketing, communications or a related field
• At least 2 years' experience as a customer service manager, preferably at a SaaS or technology company
• Ability to travel up to 25-50% within United States
• Track record of customer facing roles
• Strong verbal and written communication and customer engagement skills
• High agility and capability of managing many simultaneous customers, projects and engagements
• Comfortable working across multiple departments/teams to achieve customer outcomes
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Software industry experience preferred/a plus.

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.