Manager, Client Success - Halifax, Canada - LifeRaft

LifeRaft
LifeRaft
Verified Company
Halifax, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Manager, Client Success


This individual will play a critical role in helping to continue our unprecedented growth, working with our Client Success Team to build and deliver effective and industry-relevant product training, conduct follow-up meetings with clients, manage the support process for technical questions related to our software, and performance coaching and feedback sessions with the Client Success Management (CSM) team.


Client communications are mainly performed via video conference, but qualified individuals may also be expected to work with clients on-location in target markets and attend various industry meetings.


What You'll Do as a Manager, Client Success

Key Responsibilities Include:


As the leader of a growing Client Success Team, you will work closely with the VP, Client Experience and other department managers to optimize client engagement through the pre and post-sales process.


You will do this by:

  • Building a strong team culture by managing a team of Client Success Managers
  • Overseeing the activities and performance of the Client Success Team.
  • Identify ideal customer profiles and mapping customer journeys to identify gaps in the customer experience across all touchpoints from sales through ongoing support.
  • Coordinating product trials and onboarding processes and activities between your team, internal stakeholders and our clients.
  • Organizing and running training sessions and workshops with your team and other internal teams. This will also include participating in user groups, forums and webinars.
  • Communicating with the product team for feature opportunities or enhancements.
  • Overseeing the management of our client support portal.
  • Creating a disciplined and structured approach to help potential customers identify and achieve their objectives.
  • Implementing or improving internal control processes.
  • Evaluating and proposing new technologies and methodologies as needed to ensure we are aligned with industry trends and best practices
  • Developing the Customer Success Team through motivation, counselling, and product knowledge education sessions.
  • Promoting the organization and product.

Requirements:


What you need to get the job:

  • Experience in a SaaS based Client Success function.
  • Proven record of providing outstanding client interactions.
  • Management experience within a team environment.
  • Strong knowledge of business processes such as contract management, price structures, marketing, etc.
  • Demonstrated ability of effective account and customer management (understanding their needs, addressing their challenges, connecting the dots)
  • Experience working with Corporate Security, Threat Analysts, or Open-Source Intelligence would be of additional value.

What will get you bonus points:

  • Strong technical aptitude -quickly understand new software and technologies
  • You understand a wide variety of industries, regions, and topics
  • Ability to identify, nurture, and develop talent within a team
  • A great sense of humour never hurts
  • Love of dogs (we have many in office)
  • Board games you don't mind occasionally sharing with the team

Does this Sound Like You?

  • You have a
    passion for people and helping clients succeed
  • You are
    tenacious with a
    growthmindset:
  • You are a
    self-starter with a strong drive to
    succeed:
  • You are
    outgoing with a
    collaborative mindset, and love working in a
    team.
  • You have stellar
    timemanagement skills and are an excellent
    communicator:
  • You are
    resourceful, innovative, and
    proactive:
  • You are
    persistent and
    authentic, and able to keep a
    positive attitude:
  • You thrive in a
    dynamic, multitasking environment and can
    adapt priorities as needed

Benefits

Why LifeRaft?


We pride ourselves on our innovative spirit and determination to help solve new challenges developed by the complexities of open source data.

LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection.

Our technology is helping keep these companies, their people, and their operations safe - making a real impact in the world we all live in.

The diversity of our team is integral to our success.

We are a team of passionate and supportive individuals and pride ourselves in fostering a collaborative, innovative, and fun culture.


We offer our team:

  • Attractive & competitive compensation plan & benefits
  • Investment in personal and professional growth
  • Remote work/office space (with dogs) with flexible hours


  • Flexible time off

  • Take a minimum of 15 days/year with no cap beyond
  • Health Benefits & $1000 Yearly Lifestyle Subsidy
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