Customer Success Manager - Toronto, Canada - Kinaxis

Kinaxis

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Kinaxis, who we are is grounded in our common belief that people matter.

Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we're empowered to work together to help our customers make fast, confident planning decisions.

This is how we create a better planet - for each other, for our customers and for generations to come.

Our cloud-based platform RapidResponse ensures that the products we need - everything from medicine and cars, to day-to-day items like toothpaste - make it to market and into our hands when we need them with mínimal ecological footprint.

We make the world better, and you can too.

Customer Success Manager:

Job location:

This position is to be hired in Canada and will be remote unless you live in the Ottawa area in which the role will be hybrid with a minimum of working in the office 2 to 3 days a week.

About the team:

The Global Customer Success team establishes and builds on value added relationships with our customers.

The team provides both proactive and progressive leadership on customer experiences and in partnership with cross-functional internal teams, work with our customers to promote value, growth and loyalty.

Our
Customer Success Managers foster the customer relationship post deployment, ensuring a smooth onboarding experience and champion customer health by driving value realization and increasing adoption of our solution.

What you will do:

Serve as the primary point of contact for any noncommercial relationships with our customers in regards to ongoing value realization of RapidResponse, driving retention and loyalty.
Responsible for monitoring ongoing customer health and value realization, acting as the interface into Kinaxis to help remove roadblocks throughout the customer journey
Liaise with cross functional teams within Kinaxis on behalf of assigned customers to drive value, advocate for customers' needs and increase adoption of our solution
Create and maintain success plans, monitoring ongoing value with customers by developing a deep understanding of our customers' business drivers
Address customer health issues and drive get well plans, as needed
Gather and analyze customer feedback, advocating for customers in driving improvements internally, while establishing and maintaining realistic client expectations
Facilitate customer onboarding and ensuring an overall smooth transition between teams throughout the customer journey
Conduct business reviews and provide value added recommendations to customer on industry trends and best practices
Communicate regularly with leaders both internal to Kinaxis and within customer organizations to build strong and trusted relationships

What we are looking for:

Postsecondary degree or diploma in a related field
Minimum 5 years of consulting, professional services, implementation, customer success management and/or account management experience
2 years dedicated experience in Customer Success or Customer Experience in SaaS organizations
Direct experience working with global enterprise customers in a customer facing role
Strong project management experience, leading project teams in a matrix organization
Proven expertise in customer excellence programs, best practices and industry trends
Strong presentation, facilitation and communication skills with a strong customer service focus
Experience establishing and building relationships with C-Suite Executives
Ability to travel 2540%, as required

What we have to offer:

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Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never "done. That's because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
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Great People - We take our work seriously, but we don't take ourselves too seriously It's in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
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Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
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Diversity, Equity and Inclusion

Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others' differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.