Customer Success Manager

Summary

Join Miovision as an ITS Customer Success Manager (CSM) and play a key role in managing customer relationships, from onboarding to renewal. You will be responsible for documenting customer journeys, building strong relationships with clients, and driving retention and growth. This position requires extensive experience in technical account management and a proven track record of success in customer relationship management. The ideal candidate will be fluent in English and French, possess strong communication skills, and be located in Central Canada. Miovision offers a comprehensive benefits package, including flexible work options, health benefits, RRSP matching, and a variable incentive plan. Travel is required approximately 50% of the time across Canada.

Requirements

• Fluently bilingual in English and French
• Bachelor’s degree or equivalent experience in information technology, engineering, or business development
• Extensive experience in technical account management, project management, installation, or configuration in a technical field
• Extensive experience supporting customers in a business-to-business technical industry
• Results-oriented driving technical and commercial outcomes for both Miovision and the customers you support
• Ability to learn technical concepts around our product and our customer’s requirements, aligning the two
• Required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrated leadership qualities that show your ability to be assertive, be a technical problem solver, be a builder, and improve people & processes around you
• Strong oral and written communication skills
• Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
• Located in Central Canada to be close to your direct partners and key accounts
• Travel 50%

Responsibilities

• Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion
• Document each individual customer journey and implementation process with a focus on accuracy and data integrity
• Develop trusted relationships with customers including executive sponsors, key contacts, and end-users
• Own a book of business with partners and customers, driving retention and growth rates
• Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience
• Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way
• Be a problem solver for your customers and internally – see a challenge, create a solution
• Proactively monitor and manage customer health, risk, escalations and opportunities
• Coordinate with the product team on product documentation and customer enablement
• Travel is required approximately 35% of the time across Canada
• Supporting customers and our distributor network with Technical Implementation of both Miovision Hardware and Software

Preferred Qualifications

• Experience in the Traffic and ITS industry
• Experience with networking and IoT

Benefits

• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)