Remote Sr. Customer Success Manager

Summary

The job involves managing a portfolio of customers, building strategic account plans, collaborating with customers across business units, serving as the primary point of contact within the Customer Excellence Team, and providing industry insights and recommendations. The ideal candidate should have experience as a Sr. Customer Success Manager in a SaaS organization, be located on the east coast of Canada, have strong HR domain expertise, and be able to travel up to 15%.

Requirements

• Located on the east coast of Canada
• Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly
• Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences
• Actively builds network of relationships and uses network connections to help get things done
• Entrepreneurial thinking by understanding how the customer fits into the broader marketplace
• Have strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing
• Proactively identifying or anticipating a need for customers prior to them asking
• Working knowledge of the sales and renewal cycles
• Understands the relationship between customer team, management and stakeholders
• Has domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics
• Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes
• Maintains a calm and focused approach to customers that are overly frustrated
• Are highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously
• Are organized and methodical with excellent follow-up to meet customer expectations and deadlines
• Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities
• Are able to travel up to 15% as required

Responsibilities

• Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution
• Building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals
• Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships
• Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier
• Converts ideas into actionable plans to further increase our stickiness within a customers' organization
• Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions

Benefits

Not specified