Priority, Client Success Manager - Canada - Certn

Description

Priority, Client Success Manager:


A Little Bit About Us:

• We are a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AIbacked background checks. We are proud to share that we recently secured 105 million in funding, and are becoming one of fastestgrowing startups.
  Who are Certonians?
• We are soccer players, DIY creators, spicyfood lovers, karaoke lovers, wine connoisseurs, and so much more We are a team of 400+ people currently living the dream at Certn and are looking for more team members to level us up. If you are excited about working with a group that values accountability, working synergistically with one another, being inclusive of different perspectives, and not being an a**hole aka approaching all solutions & problems with compassion and empathy we want to hear from you
• We are looking for a

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Client Success Manager to expand our growing
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Priority Team Reporting to
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Client Success, Manager, you will play a crucial role on Certn's Customer Success team, wowing our clients with an amazing onboarding experience and engaging with clients at multiple points in their journey. You will be encouraged to utilize automation and tools for efficiency to manage your portfolio of clients effectively, but you will also have the opportunity to build relationships with a key segment of customers within your portfolio.

Success in the role requires someone who is proactive, personable, understanding, and organized, and who can build genuine relationships with our clients that promote retention and loyalty.

As our Client Success Manager, you will

• Manage an assigned portfolio of customers at scale, ensuring that they have the tools and resources needed to maximize the value of our Certn solutions.
• Execute onboarding of new customers to understand their needs and agree on a common definition of success during their launch.
• Proactively work directly with your assigned portfolio of clients to understand their goals, use cases, and desired outcomes.
• Consistently review, refine, and revalidate plans with your clients to ensure your stakeholders and points of contact gain full value from the Certn solution and partnership.
• Resolve product or service problems by clarifying the customer's concerns or feedback; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Advocate for product features and improvements as the voice of the customer and work crossfunctionally with internal product teams to champion change.
• Monitor client adoption throughout the length of the partnership, and ensure high uptake of Certn and partner products by analyzing data/metrics/industry trends, and intervening with adoption and expansion strategies that showcase how clients can enhance their workflows and better use our products to derive further value.
• Commitment to results, consistently achieving results, demonstrating high performance, and challenging self and others to deliver results.

We are hoping you will bring...

• Passion for customer success, you care about your customers and view their success as your own.
• Adaptability in a fastpaced environment and the ability to juggle and complete multiple priorities and projects (internally and externally.
• Proven track record in managing 50+ client accounts simultaneously and building customer relationships with both business and technical stakeholders.
• Experience owning client retention and exceeding upsell goals.
• Positive, empathetic, and professional attitude toward customers at all times.
• Excellent written and verbal communication skills able to simplify complex topics in a friendly and approachable manner.

Why Certn?

• Our goal is to make sure Certn to be the best place for you to work. That means we are consistently asking for your feedback, researching best practices, and implementing new programs and changes in the way we work so that we can each walk away every day feeling proud to work here
  Some of the benefits you can expect at Certn are...
• 4 weeks of paid vacation
• 12 wellness days
• Remotefirst and supports flexible remote arrangements
• Flex allowance
• Work from home allowance
• Professional development budget
• And a few more goodies

Does this role sound like it was made for you, yet you don't check every box?

• We value diversity in our teams' experience. Whatever your background, experience, ethnicity, physical ability, sexual orientation, race, and gender is, we want to hear from you We are dedicated to fostering an inclusive and diverse environment for all employees from all walks of life. One of our corporate goals is to build an environment that will be the best place for you to work and spend your time. To accomplish that, we know we need to develop a diverse team where everyone feels included an