Customer Success Manager

Tribute Technology; Kingston; On-site; CAD 85,000 - 120,000; Full time

Job summary

Tribute Technology, through its AdPerfect offering, seeks a Senior Customer Success Manager / Senior Implementation Specialist to help clients maximize value from our products and services. You will leverage project management and technical problem-solving to ensure customers are onboarded, set up, and effectively using our solutions.

As a trusted advisor, you will guide implementation, optimization, and long-term success strategies to enhance satisfaction, retention, and growth.

Responsibilities

• Manage Customer Portfolio: Own the post-sale commercial relationships, ensuring clients receive maximum value from our solutions through data-driven optimization and world-class support.
• Lead New Customer Onboarding: Oversee the full onboarding process, from kickoff to launch, ensuring a smooth and seamless experience.
• Advocate for Customers: Act as the voice of the customer internally, influencing product and service improvements based on client needs.
• Monitor Customer Health: Conduct regular health checks, track key success metrics, and proactively address any risks to engagement or retention.
• Problem-Solve & Troubleshoot: Identify challenges, recommend solutions, and quickly resolve customer issues to ensure optimal platform usage.
• Product Expertise & Training: Develop a deep understanding of AdPerfect's offerings and provide tailored training to help customers leverage our products effectively.
• Drive Growth Opportunities: Identify and nurture opportunities for account expansion by recognizing additional use cases and value-driven solutions.
• Collaborate Cross-Functionally: Work closely with internal teams to align on customer needs, optimize processes, and improve the overall client experience.
• Project & Relationship Management: Oversee key customer projects, ensure timely deliverables, and maintain strong relationships at all levels of the organization.
• Prepare Insights & Reporting: Create documentation and visuals to illustrate customer performance, helping clients understand the impact of our solutions.
• Proactively Anticipate Needs: Stay ahead of potential challenges, aligning priorities with both customers and internal stakeholders to drive success.
• Continuously Learn & Improve: Stay up to date on industry trends, product updates, and best practices to enhance customer engagement.

Job description

ABOUT ADPERFECT AND TRIBUTE TECHNOLOGY:

AdPerfect is an established best-in-class technology company and solutions provider and part of Tribute Technology. Our customers include some of the largest and most prominent media brands in the world, spanning four continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience. We are looking for a self-motivated problem solver with strong experience in technical support and customer service to work with customers and internal teams to investigate and resolve issues, produce and track technical change requests, and produce support documentation. Clear written and verbal communication is critical, as well as the ability to bridge technical subjects with a non-technical audience.

POSITIONSUMMARY:

As a Senior Customer Success Manager / Senior Implementation Specialist, you will play a crucial role in helping clients maximize the value of AdPerfect's products and services. Leveraging your expertise in project management and technical problem-solving, you will ensure customers are successfully onboarded, set up, and effectively utilizing our solutions. As a trusted advisor, you will guide clients through implementation, ongoing optimization, and long-term success strategies. Your ability to foster strong relationships, proactively address challenges, and drive product adoption will be key to enhancing customer satisfaction, retention, and overall business growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage Customer Portfolio: Own the post-sale commercial relationships, ensuring clients receive maximum value from our solutions through data-driven optimization and world-class support.
• Lead New Customer Onboarding: Oversee the full onboarding process, from kickoff to launch, ensuring a smooth and seamless experience.
• Advocate for Customers: Act as the voice of the customer internally, influencing product and service improvements based on client needs.
• Monitor Customer Health: Conduct regular health checks, track key success metrics, and proactively address any risks to engagement or retention.
• Problem-Solve & Troubleshoot: Identify challenges, recommend solutions, and quickly resolve customer issues to ensure optimal platform usage.
• Product Expertise & Training: Develop a deep understanding of AdPerfect's offerings and provide tailored training to help customers leverage our products effectively.
• Drive Growth Opportunities: Identify and nurture opportunities for account expansion by recognizing additional use cases and value-driven solutions.
• Collaborate Cross-Functionally: Work closely with internal teams to align on customer needs, optimize processes, and improve the overall client experience.
• Project & Relationship Management: Oversee key customer projects, ensure timely deliverables, and maintain strong relationships at all levels of the organization.
• Prepare Insights & Reporting: Create documentation and visuals to illustrate customer performance, helping clients understand the impact of our solutions.
• Proactively Anticipate Needs: Stay ahead of potential challenges, aligning priorities with both customers and internal stakeholders to drive success.
• Continuously Learn & Improve: Stay up to date on industry trends, product updates, and best practices to enhance customer engagement.