Explorance

Customer Success Manager (BB-9E171)

Found in: Neuvoo CA

Description:

Located in Montreal, Explorance is a rapidly growing software company recognized for its unique workplace culture. Currently, we are looking for a Customer Success Manager to join our dynamic team that thrives in a demanding, fast-moving environment.

What you will do as our new Customer Success Manager:

  • Improve client retention and revenues for assigned accounts, through proactive account management.
  • Maximize client satisfaction and product usage across all Explorance product and service lines for assigned high-value Enterprise accounts. This role primarily focuses on the Metrics that Matter software and methodology, but will also support Blue, BlueX, and BluePulse
  • Develop strong consultative relationships with clients, including understanding their business objectives and identifying how Metrics That Matter can meet their needs. Actively collaborate with Sales Account Managers to grow clients over time.
  • Serve as an expert in Explorance software, corporate learning measurement and evaluation strategy, and Employee Journey Analytics. Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements.
  • Perform quarterly client reviews over the phone and sometimes in person.
  • Perform high-level product and service consultations.
  • Perform ongoing solution support and troubleshooting, escalate software issues, and oversee software upgrades.
  • Bring intelligent product feedback from clients to the Explorance Product team
  • Provide client account updates to team members, Sales Executives, and Leadership staff.
  • Manage and communicate client risk indicators and develop a plan to resolve those risks.
  • Gather and share client success stories, case studies and product using best practices.

Key Skills Needed for Success:

  • High degree of self-motivation and ability to work independently
  • Outstanding communication skills; able to communicate effectively with all levels at an organization
  • Strategic thinker who connects customer goals with Explorance products
  • Exceptional written and verbal communication
  • Ability to quickly learn complex MTM technology in order to provide technical support
  • Outstanding customer service and support skills
  • Critical thinking, resourcefulness, attention to detail, and problem-solving
  • Proven experience managing projects and meeting deadlines.
  • Must be able to anticipate changes in a dynamic work environment.
  • Effective time and task management expertise.

Experience & Education:

  • B.A./B.S. degree required
  • Proven track record with a minimum of 5 years of business experience in the following areas:
    • Customer service or client success management
    • Software implementation, consulting, or subject matter expert
    • Consulting on software, measurement, or in the talent development field
    • A high degree of self-motivation and ability to work independently
    • Outstanding communication skills; able to communicate effectively with all levels at an organization
  • Experience working in a collaborative team environment
  • Project management experience is a plus.
  • We use Microsoft Office and daily. Experience implementing or working with these or similar tools and/or with software in any of the following areas is a plus:
    • Metrics that Matter and Blue
    • Learning Management Systems
    • Talent Management Systems
    • Statistics / Data Analysis (e.g., Tableau, SPSS)
    • Databases

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