Client Success Manager - Charlottetown, Canada - iWave

iWave

Verified Company

Charlottetown, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Job DescriptionJob DescriptionSalary: 50K to 75K

Are you an engaging, detail-oriented person who wants to work in a dynamic and growing tech company? Do you love to work with clients to help them meet their goals?

The
Client Success team is absolutely vital to our long-term vision and you can be part of it You take initiative, are willing to learn, and want to be part of something where you can make a meaningful impact You're also are an excellent communicator and continue to build relationships by way of in-person, phone, and written communication If this sounds like an ideal fit for you, and you are located in the Maritimes, keep reading

What You'll Do

Drive client retention and growth among our customers by understanding their fundraising and prospect research needs, and helping them succeed in their mission
Enable successful adoption of iWave to customers via communication of use cases and best practices
Maintain a regular cadence of communicating with customers about their adoption and usage trends, sentiment, and mining for deeper engagement and upsell opportunities
Proactively identify clients at risk of nonrenewal and assist them to receive value from iWave
Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
Provide expert coaching to customers to enable them to maximize the value they derive from the iWave product
Identify opportunities for customers to act as iWave advocates (e.g. testimonials, case studies)
Marshall resources across the iWave teams as needed to support customers' needs
Represent the voice of the customer to better inform our sales process and product roadmap
Be available, if needed, to represent iWave at customer conferences (virtual and inperson)
Other duties, as required.

What We're Looking For

3+ years in Customer Success, Relationship Management, Account Management in a SaaS environment
Experience working with and a passion for nonprofit organizations
Exceptional communication skills, highly organized, collaborative and detail oriented
Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
Empathetic, positive attitude with a desire to help our customers reach their goals
Resultsdriven mentality, with a bias for speed and action
Strong analytical skills, with the ability to translate data into insights. Experience with Excel, PowerPoint and Salesforce CRM required
A high level of accuracy and attention to detail is required
Driven, selfmotivated, enthusiastic and with a "can do" attitude
Comfort in a very fast paced environment, we move quickly and wear many hats
This is an inoffice/onsite role at our headquarters in PEI

**We are 'Great Place to Work' certified and offer so many great benefits, rewards and perks We can't wait to speak with you