Customer Success Manager - Vancouver, Canada - Arlo Software Ltd

Description

A bit about us

Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.

We believe that human interaction is still at the heart of effective learning.

Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.

Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform the way their training is delivered.

With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.

That success is put down to a combination of super talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.

What you'll do

As the customer success manager, you will be involved in all aspects of on-boarding, account management, demonstrating the product, educating customers and more.

You will understand customer outcomes through ongoing collection and analysis of data and feedback, turn this into onboarding and retention strategies as well as the opportunity to feed into the product roadmap.

You'll be the primary contact for the onboarding of new customers, the training of platform end-users, and pre/post go-live support.

You'll be a trusted advisor to customers, and will be responsible for helping our customers achieve success through the Arlo product.

Responsibilities

You will be responsible for:

• Collaborating with our team to set up and configure Arlo as per customers' requirements and troubleshoot technical issues raised by customers.
• Delivering Arlo professional services including platform training on the productRepresenting the voice of the customer to provide valuable insights and input into enhancement of the Arlo product and new feature development.
• Assisting with the administration of quarterly customer feedback surveys (NPS), acting on feedback and results, and sharing insights with the wider team.
• Providing account management, regularly checking in with customers to build long term relationships and ensure they are getting the maximum value out of Arlo.
• Conducting business reviews and service plan renewal meetings with customers.
• Becoming a product expert and offering presales support to help close new business.
• Understanding our customers' use cases and becoming a Trusted Advisor to customers.

Experience & capabilities
Experience

• 2+ years experience in customer support, presales, or account management, ideally in a SaaS environment
• Excellent problem solving and analytical skills with an ability to think outside the box.
• Experience delivering enduser training is desired

Skills & qualifications

• Excellent communication and interpersonal skills.
• Comfort in a startup environment where you need to move quickly and wear many hats.
• Resultsdriven mentality, selfmotivated, enthusiastic and with a "can do" attitude.
• Educated to degree level preferred but not essential.

Application

Salary:
$56,100.00-$66,000.00 per year


Benefits:

• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Experience:

• Customer service: 2 years (required)
• SaaS: 1 year (required)