Client Experience Manager >

TeraGo Networks Inc.; Toronto; Remote; CAD 70,000 - 100,000; Full time

Job summary

A leading telecommunications company seeks a Client Experience Manager to enhance customer satisfaction and retention. This role involves managing customer accounts, building relationships, and collaborating with internal teams to provide exceptional service. Ideal candidates will have proven experience in customer success within the telecommunications industry and interpersonal skills to engage effectively with clients.

Benefits

Remote Work

Dynamic work environment

Group RRSP

Employee Share Purchase Plan

Qualifications

• Proven experience in customer success or account management, preferably in telecommunications.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Strong problem-solving skills.

Responsibilities

• Build and maintain strong customer relationships, acting as a trusted advisor.
• Develop strategic account plans to drive customer success and retention.
• Proactively monitor customer health and engagement.

Skills

Interpersonal skills

Communication skills

Problem-solving

Decision making

Customer-centric mindset

Education

Post-secondary education in Business or Information Technology

Tools

Salesforce

Job description

Reporting to the Sr. Director, Solution Architecture and Customer Success, the Client Experience Manager (CEM) will be responsible for ensuring the success and satisfaction of our customers. The CEM will serve as the primary point of contact for all day-to-day customer issues, building strong relationships, understanding our customers’ needs, and working closely with internal teams to deliver exceptional service. The CEM's goal will be to drive customer retention, expansion, and advocacy by proactively managing the customer lifecycle and delivering exceptional customer experiences.

Responsibilities

1. Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the company
2. Develop and execute strategic account plans to drive customer success, retention, and expansion
3. Maintain customer documentation outlining information about the customer and their services
4. Collaborate with cross-functional teams, including Sales, Operations, and Product, to ensure seamless onboarding, implementation, and ongoing support for customers
5. Conduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvement
6. Proactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer success
7. Identify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communication
8. Oversee downgrades, upgrades of services, and customer moves
9. Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accounts
10. Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvements
11. Update all activity in CRM and shared reporting tools

Education & Experience

• Proven experience in customer success or account management, preferably within the telecommunications industry
• Post-secondary education in Business, Information Technology, or relevant field
• Previous experience working with Salesforce is considered an asset

Skills & Abilities

• Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels of an organization
• Excellent problem-solving and decision-making abilities, with attention to detail
• Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines
• Proactive and customer-centric mindset, with a passion for delivering exceptional customer experiences

What We Offer

TERAGO encourages a healthy balance between life and work and has designed a compelling and competitive package to meet your needs, including:

• Remote Work
• A dynamic and fun work environment
• Group RRSP
• Employee Share Purchase Plan with a corporate discount

TERAGO is an Equal Opportunity Employer and welcomes applications from all qualified candidates. We provide accommodations throughout the recruitment process for applicants with disabilities. Please inform TERAGO staff of any accommodation needs during the process.