Customer Success Manager

Job Description

JOB SUMMARY

The customer success manager is responsible for managing expectations and communicating with clients, as well as interfacing with various internal and external stakeholders to ensure that work moves smoothly across teams. They support customers as they transition from sales leads to active users of the platform. They work closely with sales and the platform team to ensure a client is effectively using the platform, that client needs and orders are met and documented, and that our teams are up to date and working efficiently on projects.

SKILLS

- English fluency, strong verbal and written communication skills with internal and external stakeholders.
- Multi-tasking, organization and task prioritization across teams and stakeholders.
- Can quickly mobilize and organize teams to complete tasks.
- Time management and resource planning strengths.
- Ability to work with developing software and suggest/understand customer feedback.
- Ability to identify issues early and have open and clear communication about them with a variety of stakeholders.
- Ability to identify opportunities for upselling, cross-selling, and expanding the customer relationship.

QUALIFICATIONS

- 2+ years of experience or background in project management.
- Optionally, Project Management degree or certification.
- Familiarity supporting sales fulfillment and delivery of proposals would be an asset.
- Experience working on a new or emerging product is an asset.

RESPONSIBILITIES

- Act as Single-Point-Of-Contact (SPOC) for client after project awarded.
- Manages inbound order fulfillment or revision requests from existing client base.
- Drafts proposals in coordination/ inputs from the Engineer/ Technical team.
- Manage scheduling and resourcing ensuring work stays on track.
- Schedule meetings, keeps minutes-of-meetings and records decisions, when needed.
- Ensures final deliverables are issued and understood by the client and stakeholders.
- Reviews work with client and schedule any follow-up work or changes due to deliverable outcomes.
- Promotes OpenCycle, manages opportunities, and collects data through our OpenCycle platform.
- Onboards clients onto our platform (OpenCycle) following our process and manages inbound support and feature requests.
- Coordinates communication of updates to the platform with clients.
- Effectively communicates customer feedback and insights to the platform team to drive platform improvement and enhancements.
- Keeps track of purchase orders, triggering Finance team for invoices.
- Collaborates with external stakeholders timely and effectively.
- Foster positive relationships with stakeholders.
- Any other job-related duties that may be assigned from time to time.

NUMBER OF OPENINGS - 2 (1 in Canada & 1 is Global)

- Position 1- Based out of Canada - Hybrid / remote, Must be available in MST time zone with availability to work on Australia time zone, as needed.
- Position 2 – Based anywhere Globally- Remote, Must be available in MST time zone with availability to work on Australia time zone, as needed.

Benefits

- Casual dress
- Dental care
- Employee stock purchase plan
- Extended health care
- Flexible schedule
- Paid time off
- Vision care
- Wellness program
- Work from home

Schedule

- Monday to Friday

Job Type: Full-time

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