Enterprise Customer Success Manager - Toronto, Canada - Thentia

Thentia

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Thentia**Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.

About T
he R
ole

As the CEO of the customer, Thentia's Enterprise Customer Success Managers are responsible for the full lifecycle of the Customer relationship, and the growth of trusted partnerships with our customers.

From onboarding and adoption, an onwards through a customer's journey, the "ECSM" will utilize strong collaboration skills to improve Customer outcomes and drive value in partnership with other organizations including working directly with Sales, Services, Product, Marketing, Technical Support, and Finance.

Responsibilities

Own the overall Customer relationship; ensure customer satisfaction, retention, and growth
Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Thentia's technology from executive sponsors to daytoday contacts
Provide consistent, predictable and transparent communication to all external and internal stakeholders
Manage all aspects of the customer contract renewal lifecycle including proactive customer communications and collaboration with Thentia's legal and finance teams to negotiate contracts and maximize value
Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals.
Facilitate customer/end user platform adoption, efficacy, and growth
Document use cases, develop success plans, and advocate for your customers influencing our product development and future roadmap
Leverage expertise to expand the customer's use of the Thentia platform.
Establish a trusted advisor relationship with our customers to drive strategic value.
Build, maintain, and leverage appropriate relationships within each Customer to influence adoption and create strong support for new opportunities.
Manage customer escalations; build/maintain rapid channel of communication to customer in case of online servicerelated issues and events.
Upsell and uncover new revenue opportunities through partnership with Sales.

Qualifications

Bachelor's degree (or equivalent) in a related field; master's degree in managementrelated field preferred.
6plus years of Account or Relationship Management required
4plus years in a SaaS environment, with databasedriven workflow products; Regulatory industry experience a plus.
Proven success building and growing relationships within high levels of Government or with Enterprise/Fortune 500 clients.
Able to effectively prioritize and manage multiple complex customer relationships concurrently.
Experience providing insights, building relationships with, and driving value to C-Level contacts in a business to government or business to business environment.
Proven track record of sustaining and growing relationships and ensuring timely renewals.
Excellent communication, presentation, interpersonal skills, and an enthusiastic teamplayer.
Exceptional time management and organizational skills, detailedoriented, and meticulous.
Ability to work in a dynamic, fastmoving environment and switch gears, as necessary.
Selfstarter, independent work ethos, able to work virtually with various team members across multiple locations.
Strong problemsolving skills, ability to get to in front of challenges and see issues through to resolution.
Strong proficiency in Microsoft Office Suite.
Experience in Customer Relationship Management (CRM) tools
Ability to travel within the United States or Canada, up to 25 % is required.

We're
proud to be 'Great Place to Work' certified
in the U.S. and Canada. Nearly 90% of our employees have participated and nearly 9 out of 10 employees overall agreed that Thentia is a 'great place to work'.

Compensation
Thentia provides employees with a competitive base salary along with: