Strategic Customer Success Manager - Toronto, Canada - SysAid Technologies

SysAid Technologies

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

SysAid Technologies Ltd, an international leader in providing comprehensive IT management solutions, is seeking a Customer Success Manager for our Strategic/Enterprise Customer Segment to join our team in Israel to support some of our largest Global customers.

Your primary responsibility will be to drive net retention, and usage, and build customer relationships. The ultimate goal is to become a true partner and advocate for your customer within SysAid.

At SysAid, we provide affordable, innovative, and intuitive ITSM solutions aligned with industry best practices, to help our customers through automated business processes.

Our customers' success is our success and we continue to grow as our customers grow, inspired by their evolving needs in constantly changing business and IT landscapes.

Who you are:

Someone who has true customer empathy and loves to solve problems
A personable and enthusiastic professional
Strong sense of ownership and accountability
Creative problem solver
Proactive, with excellent foresight and planning skills
Ability to work under pressure and as part of a dynamic environment
Motivated and driven
Strong prioritization, time management, and organizational skills
Project management skills for tracking and executing a large number of interactions and milestones

What you will do:

Manage Strategic/Enterprise Accounts
Be a trusted advisor and relationship manager for your customers
Manage the renewal cycle and contract processing to ensure no service disruptions.
Set regular cadences with customers
Drive and maximize the utilization of the product
Work with the Licensing Specialists to identify expansion opportunities
Conduct account health checks and analysis to assess risk potential
Prepare and present Quarterly Business Reviews
Find gaps of dissatisfaction and work with internal teams to rectify any outstanding concerns
Ensure successful delivery of our solutions by our customer timelines
Create value for customers by building strategic partnerships and identifying success criteria
Serve as the escalation point for your customers on bug requests and new feature requests work with operational departments to prioritize, and set the customers' expectation

Requirements:

3+ years of experience in Customer Success or Account Management roles handling Enterprise sized accounts
Experience in the IT industry (SaaS preferred)
Bachelor or College degree in Business, Computer Science, Information Technology, or related
Experience managing a milliondollar book of business with a record of successful forecasting and quota attainment
Exceptional communication skills and strong business acumen
Technical proficiency
A proactive, energetic, and gogetter mentality. Thrive in a multitasking environment

Key Success Measures: