Strategic Customer Success Manager - Remote, Canada - SysAid Technologies

SysAid Technologies

Verified Company

Remote, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

SysAid Technologies Ltd, an international leader in providing comprehensive IT management solutions, is seeking a Customer Success Manager for our Strategic/Enterprise Customer Segment to join our team l to support some of our largest Global customers.

Your primary responsibility will be to drive net retention, and usage, and build customer relationships. The ultimate goal is to become a true partner and advocate for your customer within SysAid.

We're looking for someone who has strong time management and problem-solving skills, someone who will own their book of business and work to delight their customers each and every day.

We value hard work and reward success.

At SysAid, we provide affordable, innovative, and intuitive ITSM solutions aligned with industry best practices, to help our customers through automated business processes.

Our customers' success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.

If you think this is an environment you want to work in, keep on reading.

Who you are:

Someone who has true customer empathy and loves to solve problems
A personable and enthusiastic professional
Strong sense of ownership and accountability
Creative problem solver
Proactive, with excellent foresight and planning skills
Ability to work under pressure and as part of a dynamic environment
Motivated and driven
Strong prioritization, time management, and organizational skills
Project management skills for tracking and executing a large number of interactions and milestones

What you will do:

Manage our Global, Strategic/Enterprise Accounts.
Be a trusted advisor and relationship manager for your customers.
Manage the renewal cycle and contract processing, within a timely manner, to ensure no service disruptions.
Set regular cadences with customers.
Drive and maximize the utilization of the product.
Work with the Licensing Specialists to identify expansion opportunities.
Conduct account health checks and analysis to assess risk potential.
Prepare and present Quarterly Business Reviews.
Find gaps of dissatisfaction and work with internal teams in order to rectify any outstanding concerns.
Ensure successful delivery of our solutions in accordance with our customer timelines.
Create value for customers by building strategic partnerships and identifying success criteria.
Serve as an escalation point for your customers on bug requests and new feature requests work with operational departments to prioritize, and set customer expectations.

Requirements:

35 years of experience in Customer Success or Account Management role handling Enterprise sized accounts.
12 years experience in the IT industry (SaaS preferred).
Bachelor or College degree in Business, Computer Science, Information Technology, or related.
Experience managing a book of business with a record of successful forecasting and quota attainment.
Exceptional communication skills and strong business acumen.
Technical proficiency.
A proactive, energetic, and gogetter mentality. Thrive in a multitasking environment.

Key Success Measures: