Customer Success Manager

FABSTATION; Brossard; Remote; CAD 80,000 - 95,000; Full time

Job summary

A leading company in augmented reality for the construction industry is seeking a Customer Success Manager to drive customer satisfaction and business growth. The role involves onboarding clients, enhancing relationships, and leveraging technical expertise. Applicants should have exemplary communication skills, a strong understanding of customer needs, and relevant experience in account management. This full-time, remote position offers a competitive annual salary and opportunities for commission.

Qualifications

• 3-5 years of customer success and account management experience.
• Proven track record in building client relationships.
• Comfortable with travel and valid driver's license required.

Responsibilities

• Strengthen relationships with existing customers, focusing on retention and expansion.
• Facilitate onboarding of new customers and ensure they succeed with the product.
• Respond to customer inquiries and track interactions using CRM best practices.

Skills

Communication

Customer Retention

Negotiation

Technical Product Onboarding

Adaptability

Education

Post-secondary degree in business or a related field

Tools

CRM software

MS Office

Job description

Eterio Realties Inc., are the creators of FabStation, a software product that specializes in augmented reality, leveraging BIM models, for the construction industry. If this jargon means something to you or interests you, then read on…

What We Are Looking For

We are looking for a self-motivated Customer Success Manager (CSM) to be a representative of FabStation :

• You are proficient with English and French languages.
• You are organized and have exceptional verbal and written communication skills
• You have a strategic mindset, focused on customer retention and upsell opportunities.
• You have strong onboarding abilities, ensuring customers quickly gain value from our product and processes.
• You have an entrepreneurial spirit and can adapt to a rapidly changing environment with attention to detail and the ability to work independently.
• You exude diplomacy, tact, and poise under pressure when working with customers.
• You are comfortable with travel and have a valid driver’s license.
• You have demonstrated proficiency in learning and utilizing new technology platforms.

Where We Are

We are in Victoria, BC. This is a remote position with virtual on-boarding and travel required for hands-on on-site training sessions at our customer's production facilities.

Key Responsibilities

• Strengthen relationships with existing customers, focusing on retention, engagement, and expansion opportunities.
• Identify and execute upsell strategies to increase account value.
• Facilitate the onboarding of new customers and ensure they are set up for success with our product.
• Obtain an expert-level understanding of our products and stay updated on new developments.
• Understand customer needs and recommend optimal configurations of our products.
• Respond to customer inquiries using CRM best practices and track all interactions in Hubspot.
• Provide live and virtual training sessions to ensure adoption and proficiency.
• Gather customer feedback and collaborate with internal teams to enhance user experience and product offerings.

Work Experience

• 3-5 years of customer success, account management and onboarding experience.
• Exceptional English and French verbal and written communication skills.
• Proven track record in building and maintaining long-term client relationships.
• Strong negotiation, sales, and business development expertise.
• Demonstrated success in growing accounts and increasing sales.
• Expertise in onboarding clients onto technical products.
• Comfortable working independently and efficiently to meet deadlines.
• Preferred 3+ years of experience using or supporting construction technologies.

Other Requirements

• Post-secondary degree in business or a related field, or an equivalent combination of education and experience.
• Intermediate computer skills, including MS Office, CRM software, and other customer management tools.
• Valid driver’s license and ability to travel as needed.
• Valid working visa required to work in Canada.

Join our team and play a pivotal role in driving customer success and business growth!

Job Types : Full-time, Permanent

Pay : $80,000.00-$95,000.00 per year including commission.