Customer Solutions Manager

Summary

Join Axonify as a Customer Solutions Manager and manage the ongoing success of strategic customers throughout their journey. As a key member of the Customer Success team, you will act as a project lead, providing strategic and continuous solutions for high-value customers. You will demonstrate core values daily, offering best-in-class consultative and customer-focused solutions. Working strategically, you will measure and proactively consult with customers in areas like learning experience, platform optimization, and program governance. Partner with internal teams to determine optimal customer solutions, manage projects spanning multiple lines of business, and support technical conversations. Collaborate directly with customers to understand their needs and guide them on using the Axonify platform effectively.

Requirements

• 3+ years of implementation, learning program management, project management, and/or business analysis experience
• Ability to understand and translate business needs into technology-based solutions. Proven results in a consulting environment as a functional lead gained through post-secondary education, experience or a combination of both
• Experience working with technical solutions which may involve APIs, SFTP, SQL and basic understanding of programming language
• Strong communication skills and attention to detail. Experience facilitating, engaging, and communicating with stakeholders and subject matter experts
• Strong attention to detail and a commitment to quality service, high responsiveness, with good analytical and problem-solving abilities. Can operate autonomously and proactively seek out solutions to problems
• Ability to prioritize work to balance multiple projects and deadlines while maintaining thoroughness and accuracy. Ability to own projects, process improvements and develop best solutions for our customers. Adapts easily to changing priorities, optimizing own time and enjoys collaborating
• A creative mindset to build solutions, energize others, and encourage quality and commitment. Demonstrate enthusiasm, flexibility, and a commitment to quality and customer service. Works creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence. Recognize and celebrate accomplishments and exceptional performance within the teams

Responsibilities

• Partner with internal teams and make decisions on the best approach for customer solutions
• Manage creative and strategic solutions to proactively solve challenges before they become problems
• Manage a portfolio of customer projects which may span one or multiple lines of business
• Support technical conversations and tasks with strategic customers
• As a trusted advisor, bridge communication and build trust among Axonify's internal teams, including Customer Solutions, Customer Engagement, Customer Success, Development, and Product
• Collaborate directly with customers to gain a deep understanding of their business requirements and the specific problems they're using Axonify to address
• Partner with customers on how to best use the Axonify platform to strategically solve their challenges
• Consult with the customer on how to configure the Axonify platform to best suit their technical requirements
• Manage projects, timelines, and deliverables and act as a SME on behalf of the Customer Success department
• Participate in establishing best practices, templates, and tools to expand and mature the operations of the Customer Solutions team
• Other duties as required

Preferred Qualifications

• Experience providing recommendations and guidance on cloud-based integrations, software implementation, and expertise within an eLearning environment an asset
• Ability to deal with and resolve customer business issues

Benefits

• An impactful product that gives back to the communities and frontline workers that support our everyday lives
• People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering
• A diverse team that celebrates unique perspectives and experiences that add richness to our culture
• Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves
• Work location: At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose
• Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays."
• If your location falls outside a commutable distance to Waterloo or Toronto, Ontario, you will have the flexibility to work remotely