Customer Success Manager

Targeted Talent; Coquitlam, White Rock, Richmond, Surrey, Vancouver; Remote; CAD 70,000 - 90,000; Full time

Job summary

A consulting firm is seeking a project manager to oversee software implementation projects. The ideal candidate will have experience in a customer-facing role, strong project management skills, and be comfortable working in a remote environment. This role offers competitive wages, employee stock options, and opportunities for career advancement.

Benefits

Competitive wages

Employee stock option program

Medical/dental vision coverage

401(k)

Flexible PTO and 10 paid holidays

Qualifications

• One or more years of experience managing software implementation projects.
• Two or more years of software application implementation experience in a consultative role.
• Ability to travel up to 30%.

Responsibilities

• Manage projects by creating implementation workplans and facilitating status calls.
• Advise customers on solution features and configuration options.
• Onboard clients, including creating training material and conducting training sessions.

Skills

Excellent communication and presentation skills

Organized and detail-oriented

Problem resolution skills

Customer-facing experience

Knowledge of project management methods

Familiar with Scrum and Agile methodologies

Education

Bachelor's degree in business or technology

Tools

Salesforce

MS Office (Excel)

Job description

What you\'ll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested,in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard\'s SchedulePro and ScheduleFlex solutions

Skills you\'ll need

• Bachelor\'s degree in business or technology with one or more years\' experience implementing business software in a consultative role within a SaaS environment preferredthough greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguityandstructure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools

What you\'ll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities