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Customer Success Manager

The Judge Group - Toronto

This is a Contract position in Toronto, ON posted November 2, 2017.

Our client, a cloud-based personalized marketing company in Toronto, is currently seeking Customer Success Manager.

This job will have the following responsibilities: 

  • Serve as project manager for key customer accounts
  • On-board our customers during proof of concept and pilot projects
  • Serve as the internal ambassador for our customers
  • Develop and maintain a trusted advisor relationship with each client account to drive measurable business value
  • Create and implement account penetration and adoption plans and strategies to grow the company footprint within assigned agencies
  • Develop business case proposals as required; follow contracts through closure
  • Communicate consistently with customers throughout the contract lifecycle, escalating important issues where needed
  • Manage and track KPIs (key performance indicators) related to renewal and expansion commitments to ensure predictable and exceptional results
  • Provide customer relationship management for all assigned clients
  • Be a trusted advisor to enable customers to apply the company’s tools and products to achieve their business objectives
  • Provide resources to answer questions, identify needs for account customization and further implementation where applicable
  • Work closely with Customer Support, Sales Executives, and other team members (solutions/operations/engineering) to be sure mutual objectives are met in support of client satisfaction
  • Manage customer expectations, keeping clients satisfied and expectations realistic
  • Fully understand customer requests, documenting and engaging appropriate resources

Qualifications & Requirements:

  • At least five years of account management and project management experience in a software/SaaS organization
  • Strong and proven track record of successfully managing customer relationships and technical projects
  • Ability to explain technical solutions, establish requirements, and develop opportunities to enhance the customer experience
  • Ability to quickly learn new solutions and technologies

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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