Manager, Client Success

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Reporting to the Vice President, Client Success, the Manager, Client Success plays a key role in driving client goals, product utilization, retention efforts of our clients, and the oversight of our Client Success Managers. This role will lead the day-to-day operations of a Client Success team of 5-8 Client Success Managers and drive the strategic initiatives to support the overall goals of the department and the organization. This role will require daily support not only for clients but also cross-functionally with all internal teams within the organization to ensure continued growth within existing clients and future clients.

WHO ARE YOU?

You believe in a customer-focused company and want to be part of a team that provides world-class customer service. You are an energetic leader, focusing on relationships with a drive for measurable results. You want to be constantly listening to customers and continuously test, enhance, and personalize the customer experience. You believe customer satisfaction is directly related to employee satisfaction and focus on the care and coaching of your team. You are curious, collaborative, and take ownership. You thrive in a fast-paced environment and are not afraid of change.

RESPONSIBILITIES

• Working in collaboration with the Vice President, Client Success, building leading, and mentoring the Client Success team, by ensuring the team remains objective and results driven.
• Oversee the retention of our customer base with the continuous coaching of our Client Success Managers
• Oversee the renewal of customers' service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion.
• Oversee the application of sales methodologies to create,manage and close opportunities for account expansion to increase revenue from existing accounts
• Identify areas of development within the Client Success Managers and ensure that the team remains world-class.
• Coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans.
• Ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services.
• Work with the Client Success Managers to escalate internal and external concerns, by ensuring that all resources used maintain customer satisfaction.
• Ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention.
• Report on KPIs to Management
• Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required.
• Aid in documenting procedures, establish training
• Actively looks for ways to improve process efficiencies and effectiveness
• Other duties as assigned.

SKILLS AND PREREQUISITES:

• Post-Secondary education or equivalent certification in a business-related field is an asset
• 2-3 years leading a customer-facing customer support team
• Proven track record of leading and energizing a group to be successful and meet targets
• Ability to drive results in an ever-changing environment
• Ability to identify meaningful metrics for reporting and analysis of operational issues
• Clear communication, both written and verbal with strong interpersonal skills

BLACKLINE SAFETY OFFERS:

• An exciting high-growth environment
• An experienced, dynamic and motivated team
• Supportive, challenging and collaborative work
• Competitive salary and vacation
• Medical, dental and drug benefits
• Company stock purchase plan

ABOUT BLACKLINE

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products — we offer the broadest and most complete portfolio in the industry. We monitor personnel working alone in populated areas, indoors within complex facilities, and employees operating in the most remote reaches of our planet. Our products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gases. Our products save lives. Our design, marketing, customer care, sales, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSXV: BLN).

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on exciting projects

Disclaimer:

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.