Client Success Manager

CTS NG; Success; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Stock options

Health, Dental and Vision insurance

401(k)

Job summary

CTS NG seeks a Client Success professional to act as a trusted partner to customers, shaping engineering features through feedback, and driving value from Chatdesk solutions. You will operate in a hybrid role, with opportunities to travel and collaborate with global teams.

You will own customer relationships, facilitate onboarding, troubleshoot collaboratively with engineering, and continually promote customer happiness through product knowledge and proactive guidance.

Qualifications

• 2–3 years at a top client services firm with analytical and problem solving skills.
• Experience in software scripting (e.g., Python) preferred.
• Excellent written and verbal communication and presentation abilities.

Responsibilities

• Understand customers’ goals and workplace challenges; advise management on CX changes.
• Compile analysis and industry research on CX trends with customer engagement.
• Own and manage customer relationships to drive value of Chatdesk’s solutions.
• Collaborate with management and customer engineering teams to onboard and troubleshoot.

Skills

Written communication

Verbal communication

Public speaking

Presentation skills

Empathy

Problem solving

Team player

Python scripting

Tools

Python

Job description

The Client Success team is the critical link between our customers and the software and machine learning teams. You will use your technical skills and business experience in a hybrid role to (1) serve as a trusted partner to our customers (2) use customer feedback to shape engineering features and projects. You will get hands on operating experience in a fast growing company. There will be opportunities to travel and work with people from all over the world. Based on performance, there will be opportunities to hire and build a team and grow your leadership.

• Understand our customers’ organizational goals and unique challenges and work with management to recommend and implement potential customer experience changes
• Compile analysis and industry research on customer experience innovation / trends, while engaging customers (e.g., meetings, white papers)
• Own and manage customer relationships to drive the value of Chatdesk’s solutions
• Collaborate with management and engineering teams of our customers to help with the onboarding of our solutions and technical troubleshooting
• Address, resolve, and record any customer issues around product usage, technical support, onboarding & general account satisfaction.
• Ensure customer happiness and engagement by leveraging knowledge of products, services, and best practices to proactively provide support and guidance to our customers
• Honesty and transparency
• Do your best work
• Always learning and improving
• Empathy
• Cultural fit with our values
• Enjoy learning about different companies and understanding their business
• Motivated to help our clients and their companies be even more successful
• Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
• Ability to inspire people
• Comfortable working in a fast-paced, frequently changing and evolving environment
• Scrappy and positive team player
• Last and certainly not least, lover of customer experience!
• 2-3 years at a top client services firm (e.g., banking, management consulting) with demonstrated analytical and problem solving skills
• Experience in software scripting (e.g., Python) is preferred
• Competitive salary
• Stock options
• Health, Dental and Vision insurance
• 401(k)