Senior Customer Success Manager
2 weeks ago
Organizations don't innovate, people do.
As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.
And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.
Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.
We are looking for Senior Customer Success Manager to join our team. Reporting to the Head of Customer Experience, this role will help define and implement a Customer Success strategy for the Products and Platforms business within the GHD Digital.
About the job:
As a Senior Customer Success Manager you will work independently and in collaboration with the Head of Customer Experience and other leaders to define and implement Customer Success policies and procedures within the Products and Platforms business. You will also act as a Customer Success manager to several key clients to ensure we maintain strong relationships with them, and stay in touch with the voice of our clients.
You will define, propose, and ultimately implement a Customer Success Strategy and program that is aligned with our business and our client base. With an approved strategy in hand, you will implement, manage, and work to continuously improve the Customer Success program including hiring, training, coaching, and mentoring a highly effective Customer Success team.
You will be a member of our Leadership Network Committee, an advisory group of Managers, Team Leads, and Tech Leads within the PnP business who meet regularly to provide feedback to the Senior Leadership Team on business objectives, and work with individual contributors to deliver on the business strategy.
About you:
You are an experienced Customer Success Manager in the SaaS universe and are ready for the next stage of your career. You have a proven track record of managing highly satisfied clients and have exceptional retention rates, and some days you feel like you’ve seen it all.
You’re seen as a “go-to” person when others need a sounding board or some advice and guidance, and you enjoy helping, mentoring, and coaching others toward success.
You’re a tech-savvy power user who is extremely comfortable with software, and confident to learn-by-doing when adopting new tools.
You’re always looking for opportunities to improve the way things are done. You love automation and efficiency, and creating documentation is your jam.
Communication is one of your super powers, and negotiating, persuading, facilitating, and de-escalating come naturally to you.
You know your stuff and are ready to the take the lead
What you’ll do:
Propose a customer success strategy and program that is aligned with the PnP business and client base, including, but not limited to: An approach for collecting customer health data and using it to calculate customer health scores, monitoring those scores for at-risk clients, and taking action when needed to preserve a good relationship between the client and our business An approach for identifying potential account expansion opportunities, and creating qualified leads for the sales team An approach for incentivizing Customer Success managers to perform based on key KPIs such as qualified leads, churn, CSAT, etc An approach for maintaining accurate, relevant, and fresh customer information (key contacts, renewal dates, products/services used, etc) A data-driven model for resourcing the proposed strategy (people, software, rewards/incentives) Automation plan to minimize effort needed to sustain the customer success strategy An approach for building an active and engaged user community amongst our clients Once approved by the Senior Leadership Team, implement, manage, and work to continuously evolve the customer success program including hiring, training, coaching, and mentoring a highly effective Customer Success team Act as a Customer Success Manager for key clients, including: Supporting clients in making the best possible use of our software and services in their business, and helping them see the value of our tools Preparing for and leading client meetings, taking notes, and following up on all action items Responding to emails and client inquiries in a timely manner Coordinating with key stakeholders to ensure annual contract renewal Ensuring clients receive important communications regarding their account and their products Acting as a main point of escalation for client’s day-to-day users of our software Identifying and fostering champion users within the clients’ organization Troubleshooting to identify solutions or workarounds when needed to meet a client’s needs Coordinating with internal teams to identify answers to client inquiries Be the voice of the client within our organization, to ensure we all understand what our clients’ needs are, what they expect from us and our products, how they feel about us and our products, etc. / Act as an internal champion of the goals, business needs, and pain points of our client base Create and maintain internal documentation surrounding team processes and workflows Be an efficient and effective communicator through all mediums Be a member of the Leadership Network Committee, an advisory group of Managers, Team Leads, and Tech Leads within the PnP business who meet regularly to provide feedback to the Senior Leadership Team on business objectives, and work with individual contributors to deliver on the business strategyCreate and maintain internal documentation surrounding team processes and workflowsYour skills, experience and qualifications:
This position requires strong analytical and problem-solving skills, exceptional communication skills, and the ability to multitask in a dynamic environment.
Relevant bachelor’s degree or significant relevant experience 7+ years of experience as a (senior) customer success manager in a technology or SaaS environment. Ideally, experience in more than 1 company or with exposure to multiple different Customer Success approaches Ideally, experience in a company going through a scale-up growth stage 2+ years of experience as a team lead, mentor, or manager of knowledge workers in a technology or SaaS environment Recent learning in Customer Success best practices Tech savvy / power user: highly comfortable in the digital landscape and confident to learn-by-doing with new software Creative problem-solver, with a demonstrated ability to be resourceful in finding solutions and workarounds especially in a software context Proven track record of managing highly satisfied clients with exceptional retention rates, customer engagement, and CSAT Proven track record of proposing and implementing continuous improvement to Customer Success policies and procedures Demonstrated high proficiency in negotiation, persuasion, and facilitation Awareness or better of website and web application trends such as Responsive design, Structured Data, SEO, Analytics, Accessibility, Security etcWe won’t complain if you also have:
Experience working with municipal and other public sector organizations in North America Experience working with customers in a consulting / advisory context Proficiency in either Spanish or French languages Customer Success certifications Relevant certifications such as ITIL, CAPM, PMP Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc Familiarity with the software development lifecycle and SaaS business operations Experience working with Jira, Confluence, HubSpot, ServiceNow, or other digital task tracking toolsWhy GHD?
Being the best we can be is in our culture.
We are a family of smart, innovative and creative problem solvers. In our employee-owned company, everything feels like it matters more. Challenge us and help us come up with new solutions to ensure water, energy and urbanization are made sustainable for generations to come.
Our commitment to you
Commitment is a powerful word that defines how we do business, how we serve our clients and how we care for one another. We will support your needs by giving you the tools to do your best work and then recognize achievements. We will set your curiosity free to allow brilliant minds to do their best work. We will invest in new ideas, removing barriers where we can. Finally, we will encourage you to collaborate with thousands of diverse people across our global business.
Who we are
We are committed to solving the world's biggest challenges in the areas of water, energy and urbanization. GHD is a global professional services company that is a leader in engineering, construction and architectural expertise. Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals, yet we are proudly ‘One GHD’ across more than 200 offices, spanning five continents – Asia, Australia, Europe, North and South America, and the Pacific region. Delivering extraordinary social and economic outcomes, we are passionate about building lasting relationships with our partners and clients.
ABOUT THE TEAM
GHD Digital
At GHD Digital, our people-centric and innovative approach combines industry insights with digital mindsets to maximize opportunities for growth and success. Our complete offering builds business value - from location intelligence and data management, to cloud-based software solutions, advanced visualization, and predictive and artificial intelligence.
Take on some of the world’s toughest challenges - with everyone at GHD backing you every step of the way.
We'll give you control over your career, empower you to find innovative solutions and help you create a lasting impact.
See where your commitment could take you with GHD.
As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.
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