Customer Solutions Manager

Axoni; Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Axonify seeks a Customer Solutions Manager to ensure success for strategic customers across their journey. This role involves managing customer projects, providing innovative solutions, and collaborating with internal teams. Key qualifications include experience in project management, technical solutions, and strong communication skills. The role embraces a hybrid work environment and values diversity and inclusion.

Benefits

Hybrid-Flexible Work Environment

Team Celebrations

Diversity and Inclusion Efforts

Qualifications

• 3+ years of implementation, learning program management, project management, or business analysis experience.
• Experience working with technical solutions, including APIs, SFTP, SQL.
• Strong attention to detail and commitment to quality service.

Responsibilities

• Manage ongoing success of Strategic Customers across their customer journey.
• Provide strategic solutions and consultative support.
• Act as project lead for customer solutions.

Skills

Communication

Problem-Solving

Project Management

Analytical Skills

Job description

Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.

Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you're looking for a meaningful product and a great company culture, let's talk!

We’re looking for a Customer Solutions Manager , to manage the ongoing success of our Strategic Customers across the lifecycle of their customer journey with Axonify.

As a key member of the Customer Success team, reporting to the Director, Customer Solutions, this role will act as the project lead to provide strategic and continuous solutions for our high value customers. This role must demonstrate our core values daily and provide best-in-class consultative and customer-focused solutions to ensure our customers get the most out of their experience with Axonify. Working strategically to measure and proactively consult with customers in our core areas of expertise, including learning experience, platform optimization, strategic execution, and program governance.

The impact you'll have :

• Partner with internal teams and make decisions on the best approach for customer solutions.
• Manage creative and strategic solutions to proactively solve challenges before they become problems.
• Manage a portfolio of customer projects which may span one or multiple lines of business.
• Support technical conversations and tasks with strategic customers.
• As a trusted advisor, bridge communication and build trust among Axonify's internal teams, including Customer Solutions, Customer Engagement, Customer Success, Development, and Product.
• Collaborate directly with customers to gain a deep understanding of their business requirements and the specific problems they're using Axonify to address.
• Partner with customers on how to best use the Axonify platform to strategically solve their challenges.
• Consult with the customer on how to configure the Axonify platform to best suit their technical requirements.
• Manage projects, timelines, and deliverables and act as a SME on behalf of the Customer Success department.
• Participate in establishing best practices, templates, and tools to expand and mature the operations of the Customer Solutions team.
• Other duties as required.

The things you bring :

• 3+ years of implementation, learning program management, project management, and / or business analysis experience
• Ability to understand and translate business needs into technology-based solutions. Proven results in a consulting environment as a functional lead gained through post-secondary education, experience or a combination of both.
• Experience working with technical solutions which may involve APIs, SFTP, SQL and basic understanding of programming language
• Experience providing recommendations and guidance on cloud-based integrations, software implementation, and expertise within an eLearning environment an asset. Ability to deal with and resolve customer business issues.
• Strong communication skills and attention to detail. Experience facilitating, engaging, and communicating with stakeholders and subject matter experts.
• Strong attention to detail and a commitment to quality service, high responsiveness, with good analytical and problem-solving abilities. Can operate autonomously and proactively seek out solutions to problems.
• Ability to prioritize work to balance multiple projects and deadlines while maintaining thoroughness and accuracy. Ability to own projects, process improvements and develop best solutions for our customers. Adapts easily to changing priorities, optimizing own time and enjoys collaborating.
• A creative mindset to build solutions, energize others, and encourage quality and commitment. Demonstrate enthusiasm, flexibility, and a commitment to quality and customer service. Works creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence. Recognize and celebrate accomplishments and exceptional performance within the teams.

It's ok if your experience doesn't check every box! If you check off more than a few - great! We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.

Work location :

At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose.

Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays." These face-to-face interactions energize our week with meaningful connection and foster collaboration and innovation.

If your location falls outside a commutable distance to Waterloo or Toronto, Ontario, you will have the flexibility to work remotely.

No matter where you are, you will be provided with the tools, resources and support to ensure your success. Let’s chat more about our flexible working arrangement!

The things you’ll enjoy :

An impactful product that gives back to the communities and frontline workers that support our everyday lives.

People with great attitudes that lead to great results through our values : Empathetic, Bold, Innovative and Empowering.

A diverse team that celebrates unique perspectives and experiences that add richness to our culture.

Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.

Ready to join the team? Here’s what’s next.

Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting us at www.axonify.com / careers

We believe our team’s unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the team.

We want to remove barriers that may limit you from joining Axonify. Email us at [emailprotected] to let us know how we can provide you with reasonable accommodations through our candidate journey.