Digital Customer Success Manager - Toronto, Canada - Alida

Alida

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Alida

Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them.
Our team is reimagining how businesses make their decisions through our awardwinning Total Experience Management (TXM) platform. We work with some of the world's top companies like Twitter, Red Bull and J.Crew to help them build stronger brands, happier workplaces, winning product portfolios and lasting customer relationships. We're backed by some of the most respected names in business including, Round13, OMERS Ventures, Georgian, W Capital and Vistara Growth. Through their support we've raised over $50M in the last year
The Alida team are highperformers who are committed to being bold and curious, while always leading with empathy and authenticity. We're looking for talented people who thrive in a fastpaced environment and are keen to make an impact by bringing their big ideas to life. As a digitalfirst culture grounded in agility, Alida has intentionally built a hybrid work environment where our employees can choose when they'd like to work from home or come into the office to engage with their peers.

Digital Customer Success Manager
***- Are you a CSM that enjoys identifying patterns and solving problems? Are you data driven, a communications aficionado, and tech savvy?

We have an exciting opportunity to assist in growing Alida's new Techtouch service model. The "digital" CSM role is gaining popularity as growing SaaS companies seek more automated support to scale. The role combines marketing, data analytics and of course customer success.
As Alida's first "Digital CSM" you would help pave the way to provide automated, programmed communication to customers at the right time in their customer journey and ultimately help them achieve their desired outcomes. You would be the primary contact for our customers and responsible for driving product adoption and success, while providing key resources to empower them to build their knowledge base and run effective insights programs. The model provides a proactive way of approaching the customer before they ask for help with fitforpurpose technologies without losing the human touch.

Responsibilities:

Account management:

Oversee a book of business, using a tech touch approach to bring value through customer eguides, webinars, and other customer content
With input from the program director, assist in implementation, development, and oversight of assets to support our tech touch Customer Success Model
Maintain a monthly pulse on your customers' utilization and performance metrics using dashboards and feedback channels
Develop and maintain, in collaboration with your customers, Value Realization Plans as the blueprint for helping them achieve their goals
Conduct quarterly reviews to discuss customers' goals, identify any obstacles or opportunities, and inform them on any new and relevant product developments

Assist the Sales Team:

Assist in driving and managing renewals.
Proactively communicating any potential renewal challenges as they appear by utilizing available usage metrics
Help identify which additional product/services would be of value to your customers
Quarterly, corun Product Update Webinar to disseminate information and provide an opportunity for questions and feedback on new products and features
Together (along with Program Director) develop and manage remediation plans to alleviate customer challenges

Be the leading advocate for our solutions within the customer organization:

Inspire your customers to think strategically about how our platform can support their business needs
Have a highlevel understanding of your customer's industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making.
Enable customers on best practices to ease the adoption of their insights program and promote the use of Alida solutions

Act as key point of contact for customer relationships:

Supply exemplary service and support that delights our customers
Proactively look for risk indicators and get ahead of potential issues
Escalate where needed, and followup promptly to ensure customer expectations are exceeded
Effectively identify and track customers goals/objectives to ensure they feel support is tailored to their needs

Be the leading customer advocate within Alida:

Work in unison with other Alida team's (sales, support, services, etc.) to deliver a world class customer experience
Champion on behalf of your customers for improvements and advancement of our solutions
Identify customer adoption challenges, CSAT risks and other indicators of churn risk

Thought Leader on CS internally and externally in the organization: