Customer Success Manager - Vancouver, Canada - Fatigue Science

Fatigue Science

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Fatigue Science has developed the world's leading predictive fatigue management information system, enhancing productivity and safety in mining, transportation, and heavy industry in general.

Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models and machine learning/AI to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness for the shift ahead i.e.

fatigue as measured by our ReadiScore. Our solutions enable organizations to optimize impairment assessments and operational effectiveness, mitigate fatigue risk, and help workers stay safe.

With proven impact, return on investment, and significant and growing traction in mining, trucking and heavy industry in general, Fatigue Science serves cutting-edge organizations who understand the importance of sleep and fatigue impairment risk as well as the value of data-driven, proactive decision-making using AI/Machine Learning.

Responsibilities:

Lead the onboarding and implementation process for new clients, ensuring a seamless transition to our SaaS platform and gaining a detailed understanding of our customer's workflows to enable effective high customer adoption
Act as the primary point of contact for clients, building strong relationships and serving as a trusted advisor
Maintain a high level of product knowledge to effectively address client inquiries and be proactive in understanding our customer and tailoring our implementation accordingly
Provide project management expertise, guiding clients through successful software implementations
Implement change management strategies to support clients in adapting to new processes and workflows
Collaborate with crossfunctional teams to address client needs and ensure customer satisfaction
Monitor and analyze customer usage data to identify opportunities for improvement and optimization
Conduct regular checkins with clients to assess their satisfaction, address concerns, and identify opportunities for upselling or crossselling
Deliver training programs to enhance client proficiency and utilization of our software

Required Skills:

Bachelor's Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
Experience in delivering enterprise SaaS solutions for example ERP/CRM/SCM solutions
Experience managing at least one full lifecycle implementations of SAAS based information systems
Experience working in a professional services organization
Strong background in onboarding/implementation, project management, change management, and workflow/process management
Excellent organization, communication, presentation, training, customer relationship and analytical skills
Highly motivated, selfstarter with the ability to work within an operating framework
Customer serviceoriented attitude and excellent interpersonal skills
Demonstrated ability to be highly effective in a virtual team organization
Good time management, wellorganized, consistently meets commitments and creates highlevel deliverables
Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
Ability to travel multiple times throughout a given year

Additional Preferred Skills & Considerations:

Ability to speak Spanish is desirable but not required
Experience working with a multicultural and/or multilingual team across several time zones
Experience "turning around" projects that initially had significant delivery or technical issues
Demonstrated presales ability
Experience working or participating in Organizational Change Management process or projects

Perks