Customer Success Manager

Minga Solutions Inc.; Kelowna; On-site; CAD 60,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht nach einem engagierten Customer Success Manager, der in einem hybriden Arbeitsumfeld arbeitet. In dieser spannenden Rolle sind Sie dafür verantwortlich, neue Kunden zu betreuen, ihre Bedürfnisse zu verstehen und sicherzustellen, dass sie den größtmöglichen Nutzen aus unseren Dienstleistungen ziehen. Sie werden Teil eines dynamischen Teams, das sich leidenschaftlich für positive Veränderungen im Bildungsbereich einsetzt. Wenn Sie über ausgezeichnete Kommunikationsfähigkeiten verfügen und ein proaktiver Problemlöser sind, könnte dies die perfekte Gelegenheit für Sie sein, um in einer unterstützenden und flexiblen Umgebung zu wachsen.

Benefits

Flexible Arbeitszeiten

Gesundheitsversorgung

Zahn- und Augenpflege

Urlaubstage

Berufliche Weiterbildung

Team-Building-Events

Snacks im Büro

Qualifications

• Mindestens 3 Jahre Erfahrung im Kundenservice, idealerweise in einer SaaS-Umgebung.
• Erfahrung im Umgang mit Enterprise-Kunden und virtueller Unterstützung.

Responsibilities

• Onboarding neuer Kunden und Unterstützung bei der Implementierung.
• Aufbau und Pflege starker Kundenbeziehungen und proaktive Problemlösung.

Skills

Kundenbeziehungsmanagement

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Multitasking

SaaS-Erfahrung

Empathie und Geduld

Tools

HubSpot

Zoom

Job description

Why Minga!

We're looking for someone who is an exceptional relationship builder, account manager and communicator. If this sounds like you, keep reading! If it's not quite your forte yet, master it and then consider applying in the future.

This role is full time, Monday - Friday. We are a hybrid work environment with 3 days a week in the office (Monday, Tuesday, Thursday) with optional remote days (Wednesday, Friday). You will need to be located in the Kelowna area and be able to reliably commute into the office downtown Kelowna in the Innovation Center. While your standard work hours will be 9am to 5pm PST there will be times when our customer base requires us to be available in the Eastern Time Zone (6:00am - 9am).

The expected start date for this role is May 2025

Associate Customer Success Manager $60-70K
Intermediate Customer Success Manager $70-80K

Your Responsibilities:

As a vital member of our Customer Experience team, you'll serve as the Customer Success Manager, responsible for the following:

• Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
• Build and maintain strong relationships with key customers
• Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
• Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
• Provide training sessions to help customers maximize the value of the product or service they have purchased.
• Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
• Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
• Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
• Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
• Collect feedback from customers and use it to drive product improvements and enhancements.
• Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
• Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
• Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

Your Qualifications:

This role requires 3+ years relevant customer success experience:

• Experience working in a SaaS environment
• Experience working with enterprise / tier 1 customers
• Experience with 1:1 virtual onboarding & support
• Working knowledge of zoom and managing multiple time zones
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

The Perks:

Embrace the perks of a flexible, hybrid work environment (three days in the office), along with comprehensive health, dental, and vision care. Enjoy your well-deserved vacation days, holidays, and sick leave. Seize opportunities for professional development and training on the job. Our employees enjoy a more laid-back and enjoyable office environment (with snacks). Our team-building events, holiday parties, and social gatherings are the icing on the cake.

Join the Minga Movement!

Are you ready to embark on an exciting career journey with Minga? Apply now and become part of a team of professionals dedicated to creating positive change in K-12 education! If you aren't the ideal candidate, that's OK too! If you don't have the related experience we are looking for in some way but still think you'd be great, apply anyways and tell us why.