Manager, Client Success

Boldr•Toronto, ON

12h•Remote

About The Position

The Client Success Team works to ensure that our Clients are maximizing the value they are receiving from our services, passionate about providing an outstanding experience, and delivering revenue for our business in a fast-paced, consultative environment. As a Manager, Client Success you’ll be managing Clients that are of strategic importance, working closely with Customer Experience Managers to drive value that leads to expansion, renewals and high customer satisfaction. You will be dedicated to finding additional opportunities within current Client accounts by establishing lasting relationships with key decision makers and bringing strategic insights to their business. As a Manager, Client Success at Boldr, you’ll be part of a team focused on driving positive outcomes for both the Client and Boldr’s business. It’s up to us to educate Clients on the value of great CX strategy, technology, and what it can do for their brand. We are the experts; we dive in deep to understand the brand’s support infrastructure, strategy and objectives. We work to ensure that they understand their opportunities and that all of their goals with Bodlr get met - incredible & profitable customer experiences.

Requirements

Residence in, and legal authorization to work in, a Five Eyes country (Australia, Canada, New Zealand, the United Kingdom, or the United States). Toronto, Ontario is strongly preferred
Minimum 3 years in customer experience (service &/or support) industry
Minimum 3 years experience in a quota bearing, customer facing role (sales, customer success or account manager)
Consistent and proven delivery of attaining quota targets and expert pipeline management
Familiarity with common support tools and platforms, such as CRM systems, ticketing systems
Proven ability to educate, build and maintain relationships with executive decision-makers
Proven track record of expansion and product adoption within your book of business
Excellent creative and critical thinking skills—we have to be preemptive
Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to Clients
Proven ability to manage multiple complex Client journeys at once
Technical curiosity or experience, we’re a strategic advisor for technically savvy teams
Powerful communication and interpersonal skills. Highly articulate via phone, email and in person is a differentiator, along with a positive engaged approach to working collaboratively with internal colleagues and external partners

Nice To Haves

Curious and authentic, just like us! #beboldr
Ability to work independently, while also contributing as part of a team
Ability to understand Client’s business needs and how those connect back to product value
Exceptional organizational skills and attention to detail, with the ability to successfully multi-task
Able to create, manage, and update lead, contact, and opportunity information with ease
Scrappy mentality, we wear many hats and are willing to get our hands dirty
Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our Clients
Well versed in value based solution selling
Inspired by working in a constantly changing and evolving work environment where growth is non-stop
Savvy with HubSpot, Google Slides and Google Sheets preferable
Customer experience or support knowledge and experience
Experience managing Clients with a strategic services that solves complex problems, across many business units
Experience selling CX services
Named, global or large enterprise account management experience
Experience supporting Clients in highly regulated or security-sensitive environments

Responsibilities

Drive renewals, expansion and adoption of Boldr’s services in your Client book of business
Assist existing Clients with the onboarding process, ensuring alignment to CX and Business goals
Maintain Client health and introduce new, valuable insights and strategies to improve their CX
Increase customer retention and incremental revenue across assigned Clients
Educate champions and executives on the value of Boldr, helping uncover use cases to protect and grow revenues
Generate trust and credibility at multiple levels and throughout the Client’s organization
Identify and build new relationships with executive decision makers in your assigned Clients
Leverage our Client and industry communities to effectively engage and manage customers
Maintain accurate and detailed notes of customer activities in HubSpot
Work collaboratively with other teams across Sales, Customer Experience, and Strategy to deliver an exceptional customer experience and foster a strong sense of community and information sharing
Function as a Client advocate and provide internal feedback on how we can better serve our Clients
Collaborate with leadership to improve our Client’s journey