Customer Success Manager

Intouch Insight • Ottawa, ON

15d

About The Position

As a Customer Success Manager, you will be the main point of contact for our customers, guiding them through the process of onboarding, implementation, training, and on-going adoption of our services and product suite. As part of the Operations team, you will work collaboratively across the organization to ensure on-time delivery of programs, including mystery shopping, operational audits, and customer-satisfaction surveys.

Requirements

• Bachelor’s degree in a relevant field or equivalent experience
• A minimum of 3+ years of experience in Customer Success Management, Client Management or Project Management
• Detail-oriented and demonstrated commitment to high-quality output
• Demonstrated ability to proactively contribute value in a team environment
• Proficiency with MS suite and Google suite
• Experience with AI tools

Nice To Haves

• Experience with customer-facing software solutions is preferable
• Industry-specific experience, including survey-creation, mystery shopping, or even retail experience is an asset
• French is an asset

Responsibilities

• Own the customer relationship post sales
• Develop a trusted advisor relationship with customers
• Provide appropriate business outcomes to ensure the achievement of customer goals
• Ensure customers receive value through business insights not just data
• Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success
• Appropriate level of client engagement as per Intouch’s client classification
• Manage Hubspot as appropriate
• Effectively manage monthly customer invoicing in a timely manner
• Forecast customer volumes and track monthly project achievements
• Complete contract renewals, as applicable
• Proficiency in market research principles and concepts
• Complete full range of onboarding functions and duties as outlined by your BU’s workflow
• Complete presentations and trainings of our product suite
• Collaborate with the customer and internal team in development of questionnaire using market research best practices
• Manage appeals process and client issues
• Maintain and own project timeline
• Determine client reporting needs and assist in creating custom dashboards and reports as needed
• Educate customers on continuous platform improvements
• Promote cross-platform usage of products to find opportunities for upsell/cross sell
• Increase revenue of current client portfolio
• Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and guiding principles.

Benefits

• Equal employment opportunities to all employees and applicants for employment
• Prohibition of discrimination and harassment of any type
• Accommodations are available on request for candidates taking part in all aspects of the selection process

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level