Customer Success Manager - Québec, Canada - Coveo

Coveo

Verified Company

Québec, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Challenge:

As a Customer Success Manager, you will work proactively with customers who have recently launched Coveo solutions, optimizing their experience with search and knowledge management best practices.

You'll be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting value from their Coveo investment.

You will take a consultative approach to ongoing learning to address skill deficits and to support the release of new product features and functionality.

There won't be any typical day in this position, but some priorities to focus on:

Managing a book of business of 30-50 customers.
Provide an outstanding experience to Coveo's _midtouch _B2B customers as they complete the sales and implementation process and transit to the care of the Customer Success Management team
Grow customers' depth of understanding by providing educational sessions on new and existing features
Act as both the Domain Expert (Knowledge Management & Search) and product Super User for the customer base
Be on the look out to spot and identify and/or upsell opportunities
Advocate the customers' needs/issues internally, across departments
As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process
Create customer advocates to generate strong references, referrals and case studies
Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools
Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative

Your Profile:

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.

You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and very professional.

Among other things, we will be requiring:

Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skillsets. Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
Techsavvy. Strong technical enterpriselevel computer software background supporting customers in a SAAS environment
Strong functional consultative approach
Ability to discuss technical concepts with Clevel executives
3+ years of experience in a similar or solution consulting role
3+ years of experience with CRMs (Salesforce preferred) and with Enterprise Content Management, KCS, or other Knowledge Management methodologies
BS / BA or other degree required
Bilingual (French and English), a plus

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. **Join the #CoveoLife