Customer Success Manager

MediaRadar•Quebec, QC

21d•Onsite

About The Position

We are looking for a Customer Success Manager who understands the value of nurturing customer relationships of complex multi-layer relationships. You will be responsible for engaging with customers post-sales, driving user adoption, and business value to help support high retention. Our Enterprise team needs ambitious, highly productive individuals to provide us with adoption and optimization best practices and help drive business value for our most complex customer base. Note: To comply with the Bill 96 mandate for our Quebec-based clients, professional fluency in French is a core requirement for this position.

Requirements

Professional proficiency in both French and English is required to service clients in Quebec in accordance with the Bill 96 mandate.
3+ years experience supporting customers in customer success, account management, or customer marketing at scale.
Significant level of comfort interacting with large, strategic customers over a variety of mediums (phone, email, webinars).
Self-starter who has fresh ideas when it comes to growing customer engagement.
Great prioritization skills and the ability to execute on customer-facing activities.
Ability to make changes on the fly and continuously improve our processes.
Team player and customer advocate motivated by helping others succeed.
You know how to listen to the customer and translate their business needs into a personalized consultation.
Highly data-driven and intrigued by the challenge of delivering an awesome experience to hundreds of customers.
You're a go-getter who thrives in a fast-paced environment, embraces change, and takes the initiative to get things done.

Responsibilities

Manage post-sales activity of large, enterprise customers through strategic and regular touchpoints that require product knowledge, prioritization planning, and project management.
Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
Demonstrate high-touch tactics with customers to drive positive outcomes and articulate value realized for their businesses.
Provide comprehensive support and consultations in French to meet regional mandates and ensure high-quality service for Quebec-based clients.
Develop customized engagement strategies for various points of contact.
Analyze customer data to build and execute engagement strategies within your customer portfolio.
Proactively identify and flag churn risk and work actively with a broader account team to mitigate.
Partner with Marketing, Sales, and Support to provide effective customer engagements.
Function as the voice of the customer, identifying customer trends and providing internal feedback on how we can better serve our customers.