Customer Success Manager

Push Operations•Vancouver, BC

2d•CA$70,000 - CA$80,000•Remote

About The Position

We are currently looking for a Customer Success Manager to join our growing team! In this role, you will leverage deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Push. You will have a deep understanding of their business objectives, and as trusted advisors, recommend solutions to the challenges they face. In addition, you will be responsible for the overall client account relationship with Push including account penetration, by thoroughly mapping and scoping out subsidiaries of the clients in your portfolio with the goal of expanding the Push footprint.

Requirements

2+ years of experience in a customer-facing role
Passion for building relationships and helping customers succeed
A curiosity to solve and understand customer needs and desired outcomes
An active listener with the ability to ask effective questions to get a better understanding of the customer’s needs, business priorities and the goals of the company
Excellent communication skills to compose value-based emails, deliver concise presentations and turn complex topics into consumable content
A strong collaborator who can work with sales, marketing, product, and the CS team to drive existing revenue and maximize customer happiness
Detailed oriented ensuring that tasks, responsibilities and commitments are completed timely
Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
Excellent time management skills with the ability to juggle competing priorities
Experience in interpreting data analytics and deriving insights that drive customer value
Strong technical understanding of software systems with the ability to troubleshoot and investigate issues

Nice To Haves

strong knowledge of HR technologies and systems and how they fit into the HR ecosphere, including but not limited to HRIS, HCM, Payroll, Applicant Tracking.

Responsibilities

Build Relationships - own strategic business relationships with mid-market customers to ensure Push becomes a foundational piece of their business, driving adoption and expansion
Customer Experience - demonstrate empathy and excellence to ensure that each touchpoint across the customer journey is seamless, engaging, efficient, and delightful
Customer Engagement - leveraging the in-depth knowledge of the customer’s business, strategy and goals to continuously build the adoption and engagement of Push to increase retention and expansion
Trusted Advisor - educate and inspire customers and internal team members with best practices and provide innovative ways to solve business problems
Customer Advocacy - while balancing the goals of Push, be the voice of the customer by sharing the feedback and experience of the customer’s needs internally
Team Success - collaborating with the CS Team and the other departments at Push on a regular basis to help support, evolve and level up our Team and the organization
Challenge the Status Quo - looking for opportunities to help Push reach the next step by filling and solving gaps in processes, workflows or team knowledge
Data-Driven - leverage data to forecast and support clients while ensuring cs tools and systems are up to date