Client Success Manager

Internetwork Expert; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading safety technology company based in Calgary is seeking a Client Success Manager to join their team. In this role, you will be responsible for retaining customer accounts, managing service renewals, and ensuring clients maximize their investment in products and services. Ideal candidates will have extensive account management or sales experience, a background in business or marketing, and proficiency in MS Office Suite. The role involves communication with clients and travel up to 15%.

Benefits

Diverse and inclusive work environment

Career development opportunities

Qualifications

• Experience in multi-million dollar product sales and/or service renewals.
• Ability to work in a team and lead when necessary.
• Willingness to travel up to 15%.

Responsibilities

• Renew customer service contracts and follow through to completion.
• Manage account renewal negotiations and create quotations.
• Establish productive relationships with key customer personnel.
• Identify and drive growth opportunities within assigned accounts.
• Plan and execute business reviews to optimize customer value.

Skills

Account management

Sales professional experience

Strong problem-solving abilities

Clear communication skills

Data analysis

Education

Post-secondary degree in business or marketing

Tools

MS Office Suite

ERP applications

CRM applications

Job description

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Blackline Safety is hiring a Client Success Manager, to join our growing team. This role will be responsible for the retention of the customer base within an assigned book of business and will work directly with customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline Safety products and services.

Responsibilities

• Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
• Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
• Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
• Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
• Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
• Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
• Develop customer account plans in partnership with other Blackline teams and distribution partners
• Work as an ambassador to help clients realize the full benefit of available Blackline products and services
• Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
• Actively look for ways to improve process efficiencies and effectiveness
• Other duties as assigned

Qualifications

• Previous account management or sales professional experience in multi million dollar product sales and/or service renewal or retention contracts
• Post-secondary degree in business or marketing is an asset
• Proficient with the full MS Office suite, including Teams, Excel and PowerPoint, and have an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application experience
• Proven ability to work within a team structure, collaborate and lead a team when called upon
• Proven experience managing customer relationships with strong problem solving abilities and a proactive approach to addressing client needs.
• Ability to analyze data and present insights to client
• Availability to travel up to 15%
• Clear communication, both written and verbal with strong interpersonal skills

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

Disclaimer

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.