Customer Success Manager - Ottawa, Canada - i-Sight

i-Sight

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Free to be remarkable._

With the feel and soul of a startup, i-Sight offers an alternative to case management enterprise software that blows the competition away.

You don't get a dream team this awesome without knowing how to let loose.

While our team prides itself on surpassing customer expectations, executing as part of a high-performance team, and supporting the career growth of champions, we never forget the importance of a healthy work life balance that gives personal priorities as much weight as the job.

When you take care of your own, they come back and crush deliverables with care and mastery.

What You'll Get by Joining our Team:

You will be embraced by a massive community of like-minded individuals
You will level up your skills and experience what true mastery feels like
You will get your fingerprints on really cool stuff

Perks and Benefits:

Casual and flexible work environment, including the ability to work fully remote
Competitive companypaid benefits plan
Generous professional development budget
Half day Fridays in the summer

What You'll Do

Main Responsibilities:

Take ownership of the longterm client relationship post onboarding, with the goal of driving longterm retention and client satisfaction.
Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you've identified.
Secondary focus will be assisting clients by championing effective communication between client and internal technical support teams in support of resolving open tickets.
Educate clients on new features as they are added to the platform.
Input and maintain the CRM with uptodate communications, conversations, and correspondence with client to ensure all internal parties are aware of client status.
Identify client success stories that can be used in our marketing efforts and help drive these to fruition.
CSM role specifically measured on gross client retention, client satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team.

What You'll Bring:

University, College and/or Post Graduate Certificate related to Business or equivalent working experience.
Experience in client experience role or equivalent experience increasing client satisfaction, adoption, and retention in a technology environment.
Impeccable written and verbal communication skills.
Ability to build strong relationships and multitask.
Be excited by technology, love to solve problems, be passionate about helping others.
Strong problemsolving skills, detailoriented and analytical.
Experience writing technical and support documentation.
Comfortable working in an evolving tech company.