Customer Success Manager - Toronto, Canada - Xello

Xello

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Xello is looking for Customer Success Manager (2 year contract):

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Who are you?:

You believe that a company's success depends on its clients' success.

You are passionate about cultivating and maintaining strong relationships with new and existing customers as their primary point of contact, and you've got the interpersonal and strategic planning skills to back it up.

You have a proven track record of successful account management, preferably in SaaS.

Due to your focus on delivering value to clients with every interaction, they perceive you as a trusted advisor and advocate.

You can quickly and efficiently resolve clients' problems using an ingenious mix of empathy, critical thinking, and practical advice. Above all, you identify with our mission of empowering educators with tools to help students plan their successful futures.

Working collaboratively with Xello's customer success, solutions, sales, product and onboarding teams, you would ensure the health, satisfaction, and success of our school district accounts.

As the primary contact for school district leads, you'll reach out frequently for updates, respond to their questions, learn about their needs, and propose appropriate solutions.

Your enthusiastic and proactive support will inspire deeper client engagement with Xello, resulting in client retention and incremental revenue growth.

You will also assist Xello in our own quest for continual improvement by analyzing our processes and helping us shape our customer engagement strategy.

Sound exciting to you? Read on

What you'll do

Manage renewals, drive revenue growth, and limit churn with your assigned portfolio of accounts
Build and actively manage relationships with clients in order to increase product adoption and satisfaction
Develop an achievable success plan with each school district contact that reflects their resources and ensures their goals are achieved
Share best practices for the successful implementation of Xello
Ignite clients' excitement about Xello, help them identify new opportunities for increasing usage to solve business needs, and coach them on the best ways to achieve their goals
Converse with clients consistently to assess account health, identify and review product implementation goals, address concerns, escalate important issues and have difficult conversations when necessary
Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster addons and upselling
Work with clients to identify goals and key performance indicators, and regularly review these goals with them
Coordinate, schedule, and facilitate webbased training sessions and inperson product demonstrations
Learn about school district initiatives and look for new activities Xello can support
Based on client interactions and key metrics, provide early identification of potential client issues and address them
Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding
Act as an advocate for both the client and Xello to ensure appropriate resolutions
Document all client interactions and create leads in Salesforce (CRM)
Assess and report product bugs
Attend client and industryrelated events, such as conferences, throughout the year
Share insights, experiences, and lessons learned with your team

What we're looking for

2+ years of demonstrated experience managing accounts with high levels of satisfaction and retention, preferably in a SaaS environment
Proven track record of building strong relationships, being accountable for client success, and delivering value to clients with every interaction
Strong problemsolving, decisionmaking, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
Demonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomes
Excellent written and verbal communication skills and presentation skills
A keen attention to detail, and highly organized when it comes to information management, planning, and time management
Experience working in a SaaS environment
Selfdirected, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
Ability to thrive in a fastpaced, agile work environment, where working under pressure and without supervision is the norm
Enthusiastic about learning and implementing new solutions and technologies
Demonstrated ability to work as a team player
Experience using Salesforce or similar customer relationship management (CRM) system
Proficiency with G Suite
Bilingual in English and French is an asset
Willingness to travel (Less than 15% of the time)

We're Xello - Join us
We are Xello (CASCAID in the UK), formerly Career Cruising, the leading developer of fu