Bilingual Customer Success Manager (12 Month Term)

Net2Phone; Ottawa; Hybrid; CAD 43,000 - 55,000; Full time

Benefits offered by this job

Remote work

Health & wellness benefits

Paid time off

Volunteer days

Hybrid schedule

Job summary

Net2Phone Canada is seeking a Customer Success Manager to build strategic customer relationships, identify value opportunities, and manage churn risk from onboarding to renewal. You will collaborate with onboarding, support, billing and sales teams to ensure clients get maximum value from our VoIP platform.

Hybrid in-office role with potential remote days, offering base salary plus commission (OTE CAD 43–55k). Strong French-English communication and 2–3 years of customer experience are required.

Qualifications

• 2–3 years of customer experience.
• Outstanding organizational skills with strong attention to detail.
• French-English bilingualism, written and spoken.

Responsibilities

• Build and maintain strategic relationships with customers.
• Identify opportunities to provide additional value to customers.
• Advance renewal and upsell conversations with customers.
• Coordinate with onboarding, support, billing and sales teams.
• Become a product expert and translate product benefits to client needs.

Skills

Customer experience

Bilingual (French/English)

Tools

Slack

Salesforce

Job description

What we do.

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist.

And while that’s unheard of in telecommunications- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.

Join us and be a part of an evolving Customer Success team- where your input is not only valued, but incorporated into our daily work.

• Would you like to start work every day knowing you’re helping bring solutions to Canadian’s leading businesses?
• Do you love overcoming challenges and solving problems?
• Are you curious and like to continuously learn?
• Are you adaptable and can change direction with ease when needed?

• Can you manage multiple detail-oriented tasks without breaking a sweat?
• Most importantly...Do you want to work with a brilliant team of high-performers who have a lot of fun together?

What you’ll do.

• Build and maintain strategic relationships with our customers and advocate on their behalf.
• Proactively identify opportunities to provide additional value for our customers.
• Identify early churn risk and master churn risk resolution.
• Refine your negotiation skills during renewal and upsell conversations.
• Identify opportunities to expand accounts, as well as support accounts through their business changes.
• Help our clients adopt and leverage all of our communication tools to best support their business.
• Liaise with our onboarding, technical support, billing and sales teams as needed.
• Become a product expert; who can relate the product to a variety of business models.
• Assist in the design and implementation of Customer Success best practices and trends.
• Learn to use industry leading SaaS technologies like Slack, Salesforce and more!

What you need to be a CSM with us.

• 2-3 years of customer experience
• Outstanding organizational skills with a strong attention to detail
• French-English Bilingualism
• Never-ending curiosity (you’re going to meet a lot of different businesses!)

What we offer.

• Join an amazing team culture who values work life balance.

• Accessible team socials (virtual and in person).
• Learning opportunities and growth.
• Paid time off, sick & family days as well as paid volunteer days.
• Ability to work remotely.
• $2,000 in health & wellness benefits

Job Type: Full Time, Contract for 12 months with potential to extend

Schedule: Monday to Friday 9am-5pm EST

Compensation: Base Salary + Commission, OTE $ 43-55,000 CAD

This is an in-office hybrid position – with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action!

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible.

net2phone Canada is committed to creating an inclusive environment where all candidates, employees, and clients feel like they belong. To ensure an inclusive and accessible candidate experience, accommodations are available upon request for all stages of the selection process.

To request an accommodation, please complete our online form or call 1-888-508-2749. You can also reach us by mail at 5424 Canotek Road, Ottawa, Ontario, K1J 1E9, Canada. You can find more ways to contact us and learn more about our accessibility commitment at https://www.net2phone.com/en-ca/accessibility