Job Description
ABOUT US
Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets in numerous industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world's builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/
ABOUT THE TEAM
Our Technology teams work collaboratively from different locations across the world on multiple eCommerce sites, mobile applications, and automated online auctions. We encourage and celebrate technical innovation and work with some of the industry’s leading technologies and tools.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
JOB DESCRIPTION
- The Senior Client Success Manager will serve as our product expert, directly shaping customers’ experiences within our platform. You will build relationships with users, identify, and solve issues, manage client change requests, and help drive product adoption. The Customer Success Manager will be the primary point of contact for our customers and users and will work closely with our Product Development and Engineering teams to ensure the product roadmap aligns with client needs.
RESPONSIBILITIES
- Develop expertise in Rouse product offerings, and cross-sell RB Global services.
- Serve as the primary point of contact between Rouse and our customers.
- Retain current customer base.
- Liaison with software vendor partners.
- Visit clients and participate in conferences.
- Train and mentor Client Success Managers.
- Proactively interface with multiple levels of client management, building rapport and strong professional relationships.
- Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities; Grow revenue through client conversions.
- Translate client requests into technical and/or engineering requirements.
- Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion.
- Work with customers to understand how best to use our services and provide valuable feedback to business and development teams.
- Help clients better understand the full potential of our products.
- Act as liaison between clients and the Product Development team
- Manage backlogs and timelines on behalf of large enterprise clients.
- Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation.
- Build presentation materials and present findings to small teams.
- Lead web-based trainings, conference calls and in-person client meetings.
- Perform other duties as assigned.
QUALIFICATIONS
- Work Experience: 8+ years of professional experience, with at least 2 in a client-facing/account management role
- A great professional communicator, both written and verbal
- Solid technical skills (Excel and basic SQL)
- Expertise with PowerPoint and Salesforce
- Proven track record of managing customer relationships effectively
- Ability to respond to customer requests throughout the day
- Exceptionally organized and detail-oriented (we’re a data company and details matter!)
- Ability to grasp technical concepts
- Office and/or remote work environment.
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