Customer Success Manager - ref. k49208223
Who we are
We provide premium discount programs that allow organizations of all sizes to offer their employees, members or customers special offers from national brands and local favourites where they love to shop, eat and play.
We’re an established and growing company that delivers programs and marketing services for leading organizations in North America across a broad range of verticals, including finance, healthcare, retail, electronics, telco, food, etc.
Who we need
We are looking for a Customer Success Manager to join our team. In this role, you will focus on building and nurturing strong client relationships, particularly extending and renewing contracts with small and enterprise sized businesses. You will meet regularly with clients to ensure their satisfaction, set growth objectives, and identify new opportunities.Additionally, you will collaborate with various teams to manage updates, onboard new customers, and represent our offerings at client-hosted or industry events.
This is a hybrid role, working remotely 80% of the time with the flexibility to travel required.
Who you are
You are a solutions-oriented people person who thrives on connecting clients with opportunities to grow their business. Motivated by ensuring success for all parties, you are dedicated to putting in the effort to meet each client’s unique needs.Ideally you are bilingual in English and French.
What's in it for you:
Impact. You will have the opportunity to work with a diverse and impressive group of clients, many of whom operate nationally. Our clients are excited to engage with our offerings and collaborate toward mutual success.
Work-life balance. With benefits like an annual learning allowance, in-house events such as client lunches, golf outings, and sports games, plus generous paid vacation and benefits, and a hybrid work environment, you will have the flexibility to balance work and life.
Growth. Joining us now is a chance to gain exposure to an exciting range of external stakeholders and partners. It’s a chance to refine your relationship and account management skills and see the measurable growth of your portfolio. Whether you want to move into people leadership or another area of our business, there is always something to look forward to.
In this role, you will:
- Drive Business Growth. You will communicate with clients via email or phone, addressing any customer service issues, analyzing performance metrics and setting entrenchment targets. You will educate users on our platform and create ways to support administrators and promote the program among their users.
- Launch and nurture customer accounts. You will work directly with group sales and other CSMs to onboard new customers. You will manage the day-to-day requests of your assigned clients with a focus on meeting client retention goals. You will build and maintain relationships with 50-75 clients and manage the customer life cycle annually which includes renewals at the end of each contract.
- Contribute to marketing efforts. You will play a key role in supporting the planning and execution of marketing campaigns and training collateral. You will regularly monitor and review usage and campaign metrics and provide insightful analysis. You will stay current on industry trends and attend events hosted by or for our clients.
- Lead client satisfaction initiatives. You will cultivate trust with your portfolio of partners by maintaining regular communication, assessing client satisfaction, and reviewing account performance. You will generate detailed reports and address any technical or performance issues.
- Drive Improvements. You will conduct research and ask thoughtful, probing questions to gain a deep understanding of our clients' businesses and how we can support their goals. By reinforcing the Venngo value proposition, you will identify and execute cross-sell and upsell opportunities. You will enhance the partner experience, collaborating with the broader team to implement improvements and eliminate obstacles.
You bring:
- The experience. You have a background in customer success, account management, sales or marketing. You can effectively balance multiple deliverables, adjusting priorities to meet the demands of internal and external stakeholders. Ideally, you are fluent in French and English.
- The technical skills. You are comfortable learning and using technology. You are proficient with MS Office 365 and Teams. You may have worked with project management and documentation management programs such as ASANA, Jira, and SharePoint. You can interpret data to identify trends, develop insights, and inform strategies to drive business growth.
- The interpersonal skills. You have outstanding communication skills and can adapt your approach to fit any audience. You ask intelligent questions to obtain and verify detailed requirements. You are comfortable making presentations and networking at events. You are highly collaborative, can build trust, influence decisions, and work closely across teams. You are happy to jump in wherever and whenever needed. You appreciate diverse backgrounds, ideas, and approaches.
- The accountability. You take ownership of your work and seek new opportunities for learning and growing. You are curious, energetic and driven to perform independently and as part of a team. You are agile and ready to adapt to changes.
- The flexibility. You are able and willing to travel across Canada up to 20% of the time. You are flexible enough to work outside of business hours and potentially on weekends, approximately once a month, to support customer events and promote our programs.
Why join us
We believe strongly in the value of what we are doing and our capacity to make work better for everyone. And that starts internally. From access to our amazing perks to professional development to genuine respect for ideas from every single person here.We ensure that everyone's accomplishments are acknowledged out loud regularly, and we prioritize helping our people grow their careers.
What you can expect from our interview process:
- A virtual interview with a Talent Advisor who will discuss your interest in Venngo and how your background aligns with this role.
- A virtual interview with the Hiring Manager and HR to share your background, interest in the role and why you’d like to work for Venngo.
- An in-person interview with the Hiring Manager and members of the team you will be working with. You will be given time to prepare a presentation and then asked to share it.
- A final virtual interview with the SVP, Group Customers, to further expand on how your experience fits the team's needs and answer any remaining questions you may have.
TO APPLY:
If you have 70% of what we're looking for and 100% authenticity and passion, express your interest here.
E-mail: isabelle-venngo@talentminded.ca
Please contact our Talent Acquisition partner by email at careers@talentminded.ca and let us know what accommodations or assistance we can provide you during the application process.
At Venngo, we're committed to diversity, equity, and inclusion. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the LGBTQ2SIA+ community, and other equity-seeking groups.
Posted 2024-09-27