Customer Success Manager

Description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments “Connect and Simplify Municipal Information to help make data informed decisions.” We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What We Offer

Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada. We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits. We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business. We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis’ office in Old Strathcona (Edmonton, Alberta). Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more!

The Opportunity

This role is pivotal in shaping and delivering an exceptional customer experience, ensuring customer satisfaction, and fostering long-term loyalty. While not responsible for direct people management, this individual contributor is responsible for communicating regularly with our customers, presenting areas of opportunity and strengths, and ensuring a successful continued partnership between Catalis and our valued customers.

What You Will Do

1. Manage relationships; both account & individuals (generate and maintain references, develop and engage champion, engage economic buyer, change of contacts).
2. Drive realization and utilization through training, hypercare, facilitating client hand off between teams and best practice sharing.
3. Manage escalations of collections, billing issues, support issues, CSAT feedback, NPS feedback.
4. Identify, build, and execute a risk management and risk remediation customer plan.
5. Execute contract renewals with multi-year and uplift.
6. Conduct formal touchpoints and account reviews for customer health status tracking and management, support tickets, education on releases, highlight new solutions, and other aspects of Catalis customer’s success.
7. Management of reference relationships and maintain a customer reference list.
8. Training delivery and/or facilitation.
9. Cross sell products.
10. Execute (create and update) renewal contracts; put in place contracts where none exist.
11. This role will require travel within the United States and Canada.

Requirements

What you Will Need to Succeed

1. At least 2 years’ experience as a customer success manager, preferably at a SaaS or technology company
2. Track record of customer-facing roles
3. Bachelor's degree in business, marketing, communications or a related field
4. Strong verbal and written communication and customer engagement skills
5. High agility and capability of managing many simultaneous customers, projects and engagements
6. Comfortable working across multiple departments/teams to achieve customer outcomes
7. Active team player, self-starter, and multitasker who can quickly adjust priorities.
8. Software industry experience preferred/a plus.

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.