Customer Success Manager - Canada - Tecsys

Tecsys

Verified Company

Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
North America

About us:

Having recognized the advantages of remote work, including employee morale, productivity, reduced commuting on employee wellbeing and the environment, we became a remote-first company.

The technologies and programs in which we invested have provided a fantastic foundation to this end.

Our remote-first office, together with our conveniently located offices and collaborative workspaces, provide our team with the freedom and flexibility to work in the way that makes our employees most productive.

Our focus is to ensure our employees can do their work in the environment that supports their performance and professional targets.

Tecsys is a team of 700 dynamic individuals who care about a job well done. We empower good companies to be great.

From our first days more than 35 years ago, we have worked with pragmatic organizations who needed supply chain tools to realize their growth aspirations.

We believe that growing organizations that have been good stewards should have every opportunity to reach their goals. All that's missing is you.

Description:

We are seeking an analytical and technically proficient Customer Success Manager with an understanding of complex software and configuration who will use and help evolve the Customer Success at Tecsys.

You will play a vital role in ensuring new and existing customers' success and satisfaction by leveraging your expertise to provide strategic guidance and support.

Your ability to work with structure, attention to detail, and problem-solving skills will be crucial in driving customer retention, expansion, and overall success.

Key Responsibilities:

Customer Relationship Management:

Build and nurture strong relationships with key stakeholders within customer organizations.
Understand customers' business objectives and challenges to provide tailored Tecsys solutions and strategies.
Partner with Global Operations to ensure successful onboarding of new accounts and users.
Act as the primary point of contact for assigned customers, ensuring their concerns and inquiries are addressed promptly and effectively.
Conduct regular business reviews to assess customer satisfaction, measure progress, and identify areas for improvement.

Customer Success Planning:

Develop and execute comprehensive customer success plans in collaboration with customers, aligning their goals with our platform's capabilities.
Identify and communicate opportunities for expansion of our products and services to drive customer growth and revenue.

Product Expertise and Support:

Acquire indepth knowledge of our software solutions, staying up to date with new features and enhancements by collaborating with software and technical teams.
Provide support to customers, ensuring they maximize the value of our platforms and achieve their desired outcomes with our operations team.
Proactively address customer issues and concerns, escalating technical problems to the appropriate teams and ensuring timely resolution.

Customer Advocacy:

Serve as the voice of the customer within the organization, advocating for their needs and requirements to the Product team.
Collect and communicate customer feedback to relevant teams to drive product improvements and enhancements.
Collaborate with the sales and marketing teams to develop case studies, testimonials, and success stories to showcase our customers' achievements.

Customer Retention and Expansion:

Monitor customer health metrics and usage patterns to identify potential churn risks and take proactive measures to mitigate them.
Collaborate with the sales team on contract renewals and negotiate favorable terms for customers.

Qualifications:

Bachelor's degree in business, computer science, or a related field.
5 years of experience in customer success, preferably in a technology (SaaS) or software company.
Strong understanding of SaaS platforms and the ability to grasp technical concepts quickly.
Excellent communication (verbal/written) and interpersonal skills to build rapport and effectively engage with diverse stakeholders and customer's executive management.
Exceptional problemsolving and analytical abilities to identify and address customer challenges effectively.
Proactive and selfmotivated with the ability to work independently and collaboratively in a fastpaced, dynamic environment.
Demonstrated ability to manage multiple customer accounts at the same time and prioritize tasks effectively.
Strong business acumen and strategic thinking to align customer goals with our platform's capabilities.
Experience with reporting tools including Microsoft office toolsets.
Proficiency in CRM software and other relevant tools.
Experience in Supply Chain Management is an asset.
Note this role requires some travel, applicants must have valid Canadian or American passport.
Tecsys is an equal opportunity employer. Accommodation is available for