Customer Success Manager

3 weeks ago

Toronto, Canada Adecco Full time

Adecco is currently recruiting a Customer Success Manager. This is a 1-year term, directly with our government entity Client located in Toronto. The successful candidate must hold a valid Reliability Security Clearance or be eligible for one.

Offers: Base salary + Mileage + equipment

The Customer Success Manager will have the following responsibilities:

Strategically plans and manages the business growth within their assigned customer base.

Establishes credibility with customer's executive and key influencers across the client’s internal and external organization.

Ensures growth in revenue from SMM sales by managing strategic relationships with customers and influencers across their organizations.

Gains an in-depth, thorough understanding of the customers business needs and provides advice, consultation, and recommendations.

Develops and employs appropriate competitive sales strategies, and continually modifies these strategies to meet changing business, industry, and customer circumstances.

Conducts customer and industry education sessions on the potential for SMM within organizations.

Maintains and grows existing and new customers through appropriate propositions.

Leads the negotiation, creation, execution, and renewal of customer contracts.

Secures corporate resources to support sales plans and achieve SMM growth objectives.

Expands their network of contacts and influencers at all levels and across departments within the customer organization.

Acts as the technical resource for media and direct marketing to their customers and industry.

Leads with the intent of helping our customers with their strategic business problems, supported by a mastery of data, media knowledge and our thought leadership.

Gifted in the art of storytelling, able to seamlessly intertwine the elements of print advertising.

· Openly accepts the opportunity of SMM objections and consistently demonstrates proficiency in overcoming historical and current negative bias by appropriately leveraging the SMM “story” (with anecdotal customer testimonials).

· Expertly proficient in the customer’s vernacular and effectively communicates in language that resonates with customers to deliver SMM value proposition (in 30 seconds or less).

Media Industry Knowledge

· Firm knowledge of all media strengths and weaknesses (SWOT) to facilitate credible and impactful customer engagement with respect to SMM positioning and value proposition. As a result, is regarded as a consultative “expert” to effectively communicate and build awareness of Canada Post’s suite of data and SMM solutions.

· Fully understands the competitive media landscape/ecosystem and how SMM can be more effectively leveraged as an integral part of the customer’s overall marketing mix.

· Leverages key relationships, attends industry networking events, seminars and conferences, to act as a SMM champion and thought leader who drives incremental awareness.

Data Analytics

· Demonstrates mastery of Canada Post data solution set to drive SMM response rate and customer ROI.

· Expert grasp of current data assets, licences and familiarization of Canada Post data strategy, vision, usage and how customers can leverage it.

· Demonstrates influence and agility with the internal data processes, including engaging data advisors, BST, and request forms. Through understanding of our

capabilities, can listen to customers and can work internal stakeholders through tests (pilots) to help execute customer-specific applications.

· Demonstrates credibility and expertise resulting in test/pilots of SMM in conjunction with relevant Canada Post data solutions.

· Possesses proficient knowledge of Canada Post’s web service APIs and suite of shipping tool solutions. Can assess customer integration needs, including IT capabilities, budget, and associated fulfillment models. Develops solutions and uses various web service APIs to further entangle customers, driving increased loyalty and an enhanced consumer experience.

Solution Selling

· Grounded expertise in consultative selling. Adept/skillful in uncovering customer strategies, historical pitfalls, objectives etc. by leveraging listening skills and open-ended questioning. Demonstrates ability to “see the big picture” and translates existing customer challenges to appropriate Canada Post solution offering(s) in a holistic way.

· Aware of solutions available with market outside of current ecosystem and can seamlessly articulate the “fit” for SMM growth. Strategically behaves in a proactive means by understanding “future” SMM solutions to sustain long-term growth such as AI or Machine Intelligence.

· Acknowledges which partners can be developed and the scale of the solution via internal/external consultation.

· Master influencer to work internally/ externally and with the client to knit together a seamless opportunity to support the client’s needs

The Customer Success Manager must meet the following mandatory requirements:

Degree in Administration/Commerce/Marketing OR equivalent education and/or experience

Minimum of 5 years of significant and relevant sales/consulting experience in marketing or media (particularly print)

Expert boardroom and small-stage presenter

Experience leading large, strategic projects involving cross functional groups (project management skills would be a strong asset)

A passion for media sales and marketing and a demonstrated commitment to continuous professional development.

·Demonstrated ability in sales closure in a highly competitive industry. Strong understanding of and presence with customer direct and agencies.

Thorough knowledge of one or more of the following: Media buying and planning, Direct marketing, Product Development and Implementation, Advertising

Demonstrated ability to interpret and effectively communicate complex concepts to clients at various organizational levels using both written and verbal methods.

Outstanding consultative selling, analytical skills, and business acumen with demonstrated knowledge of business fundamentals including finance, marketing, business, planning and communication.

Extensive knowledge of competitive marketing and advertising industry trends, SMM issues and technologies.

The ability to influence and persuade others and present detailed concepts both verbally and in writing to stakeholders at all levels including the “C –suite.”

Maintain relevant skills, knowledge, and certifications as applicable.

Strong customer service orientation with excellent presentation and storytelling skills

Excellent decision-making and ability to plan and organize in a self-directed environment.

Valid Driver’s license.

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