Junior Client Experience Manager retaining and growing Gateway accounts for Capital Economics, which provides independent macroeconomic and thematic insights. Managing renewals, engagement, upsells, and client relationships through CRM and data analysis.
About the role
- Customer Success Manager for EverCommerce managing Security and Alarm customers in a SaaS environment. Focused on onboarding and maintaining exceptional customer relationships while driving growth and retention.
Responsibilities
- Responsible for a portfolio of key customers
- Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
- Driving incremental revenue from up-selling additional solutions
- Work with our customers to ensure they maximize their potential using our software
- As part of the onboarding team, ensure the customers have a seamless experience
- Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
- Internal stakeholder management, to ensure complete business support
- Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
- Measure, monitor, and report internally and externally to Customer Stakeholders
- Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
- Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
- Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
- Work transparently to surface customer problems and allow others to participate in solving them
Requirements
- 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
- Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
- Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
- Advanced project management experience & skills
- Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers
- Ability to manage executive relationships and discussions
- Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
- Understand customer health scoring and predictive risk management to prevent and resolve risk
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Customer-centric approach with a focus on building relationships
- Ability to flex and adapt to changing customer needs and priorities
- Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust wellness benefits, including an annual wellness stipend
- 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
- Employee Stock Purchase Program
- Registered Retirement Savings Plan (RRSP) with 4% company match
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