Customer Success Manager Full-time Job1 second ago - Public Service - Toronto - 109 views
Job DetailsAbout Us
We are the world leader in customer intelligence platforms. Vision Critical’s cloud based solution helps our customers engage the right people, at the right time, in the right way to generate the collective wisdom they need to grow. With our platform and services, we are changing the way our customers are generating insights. Our goal is to provide answers to our customers most important and fundamental business questions. Vision Critical partners with the most recognizable companies in the world, across many sectors around the globe. Think of a big brand name - we are probably working with them. To support our customers, we have offices around the globe. And, of course, you will be joining a great team who enjoy working together.
In this role, you champion the power of our platform to help organizations build better products, deliver better services and achieve better outcomes. You are the day-to-day contact for our customers and are responsible for setting them up to effectively use our platform, educating them on the best practices of engaging with their customers and supporting their ongoing needs in gathering customer intelligence. Beyond the day-to-day, you will be supporting our clients by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.
Act as primary point of contact for client relationships Provide superior service and support to ensure customer renewals escalate where needed, and follow-up promptly to ensure client expectations are exceeded Be the leading advocate for our products and services within the client organization Inspire clients to think strategically about how our platform can support their business needs Understand the customer organization and how our product and services can support them Educate and support customers on best practices, and the use and benefit of our products and services Land and expand Identify opportunities to cross-sell and upsell clients on additional products and services Working with sales to grow outside of your day to day contact and create new relationships with new stakeholders or individual business units Keep track of the money Maintain and monitor financial elements of the relationship (payment schedules, contract renewal dates, etc.) Account Management Develop and manage relationships with roughly 10 to 12 customers Program and deploy insight activities Strategize with the customer and develop insights activities following insight community best practices Be the leading customer advocate within Vision Critical Desired Skills and Experiences
This job needs the right mix of skills, are you who we are looking for?
Are you a client whisperer, able to support and guide our customers to be successful in using our products? Are you an effective project manager, able to keep track of the details? Are you a social sharer, posting (or even micro-blogging) to your favorite social network about the latest shows, games, or even advertisements? Here are some of the specifics we want:
Post-secondary educational degree Minimum 2-3 year project and client management experience required Excellent time management, organizational, problem solving, Attention to detail Excellent written and verbal communication Professional (even dynamic) presence, presentation and public speaking skills Strong aptitude for technology and ability/desire to learn new software Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information Ability to work in a team environment as well as independently Bonus
Basic understanding of marketing research, advertising, marketing and/or media a plus, but not a requirement