Customer Success Manager

CulverCareers; Burlington; On-site; CAD 70,000 - 90,000; Full time

Job summary

CulverCareers seeks a Success Manager to maintain and enhance client relationships, ensuring their success. The role requires a strategic thinker who can effectively monitor client performance and implement improvements, with essential bilingual communication skills in French and English. The candidate must demonstrate strong project management abilities and proficiency in technology to provide exceptional client service.

Qualifications

• Bilingual French / English is a MUST.
• Strong client service skills and ability to develop trust.
• Effective project management skills.

Responsibilities

• Accountable for the relationship and success of largest clients.
• Monitor client KPIs and suggest needed changes.
• Lead strategy discussions with executives.

Skills

Client service skills

Project management skills

Computer proficiency

Strategic thinking

Bilingual French / English

Tools

Microsoft Office suite

Project management tools

Job description

I am currently conducting a search for a Success Manager. The CSM is the main point of contact for after-sale support for a group of assigned clients. The successful candidate must be a strategic thinker and self-starter with high initiative and drive. A demonstrated ability to multi-task and prioritize workloads from multiple, and sometimes competing, demands is a must-have.

Essential duties and responsibilities :

• Personally accountable for the relationship and success of our largest clients
• Understand different business environments and the issues that affect individual clients
• Monitor client KPIs and determine needed changes to improve program success
• Present ideas, strategies, and solutions to mid-level and senior-level executives to influence decisions
• Lead meaningful strategy discussions with the ability to clearly and concisely "tell the story"
• Collaborate with other roles and departments across the company
• Manage the day-to-day relationship with main client contacts of our largest clients
• Develop solid relationships with clients to allow long-term partnerships to flourish (retention)
• Provide exceptional technology expertise

Qualifications :

• Bilingual French / English is a MUST!
• Strong client service skills with the ability to develop trust and genuine relationships with clients
• Delivers service, recommendations, and projects when, where, and how clients need them. Explores alternate options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied
• Effective project management skills and familiarity with project management tools and best practices
• Ability to work well in both a team atmosphere and independently
• Ability to question current processes and identify new, more efficient solutions
• Above-average computer skills, including proficiency in the Microsoft Office suite and web-based applications.