Customer Success Manager

Resolver; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

Join a leading SaaS company as a Customer Success Manager where you'll drive customer engagement through consultative selling and relationship-building. Work in a hybrid environment with a collaborative team dedicated to transforming risk management. Enjoy a comprehensive benefits package, professional development opportunities, flexible working arrangements, and much more.

Benefits

Health and Wellness Benefits

Professional development opportunities

Open vacation policy

Best-in-class parental leave

RRSP matching up to 2.5%

Flexible working environment

In-office social activities

Qualifications

• 2-5 years related sales experience within a SaaS company.
• Experience in a high initiative, high autonomy environment.
• Exposed to Governance, Risk & Compliance is a plus.

Responsibilities

• Up-sell and cross-sell to new and existing customer accounts.
• Develop account plans for growth by combining commercial acumen.
• Track customer account metrics and maintain records.

Skills

Sales generation

Consultative selling

Problem solving

Customer loyalty

Education

Bachelor's degree

Job description

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed.

As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion and upselling. You’ll combine consultative selling with a solutions-based approach, solving problems, and building relationships while keeping our customers' business objectives in mind.

Did we mention you’ll also be part of an amazing team? We have a collaborative team of Account Executives, Sales Engineers, Customer Success, and Product who are committed to helping organizations protect what matters.

About Resolver: Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business withinKroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day:

Consultative and Conceptual Selling (60%)

Measures of Success:Win Rate, Recurring Revenue, User Licenses, Gross Revenue, Lead to Opportunity Conversions, Demos and Discovery calls.

• Sales generation: you’ll up-sell and cross-sell to new and existing customer accounts while meeting customer retention targets.
• Building: you’ll work with Resolverites to reach customer and company goals throughout the sales cycle.
• You’ll encourage real and transparent conversations with customers about their needs and challenges. You’re trying to find a customer-centric solution for key business needs.

Strategic Sales Planning (20%)

Measures of Success: Building business cases, knowledge of market/industry, connecting with internal stakeholders, and working with existing customer references.

• Develop account plans for growth by combining commercial acumen with local relationships.
• You’re great at forming relationships – you will be the point of contact for assigned customers and will ensure they receive requested products and services quickly.
• You’ll collaborate with your colleagues to ensure consistent service and on-board new customers.

Forecasting & Documentation (20%)

Measures of Success:Forecasting accuracy, accurate and up- to-date CRM data, mapping of decision makers and stakeholders, defining a quantitative 'new reality', and call to action.

• Forecast and track customer account metrics.
• Maintain records of customer transactions – you’re organized!
• Monitor and analyze customer’s usage of our product.

People who Excel:

• 2-5 years related sales experience within a SaaS company
• Exposure or knowledge within Governance, Risk & Compliance is a plus!
• Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
• Passionate about solving business problems with technology
• You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
• Experience with marketing automation tools an asset

What we’ll give you in return

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us.We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Health and Wellness Benefits: 100% paid by us for health, dental and vision from day one.
• Professional development:we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer career development opportunities to help you build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock.On average, we see most folks enjoying between 3-4 weeks off a year
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and 5 additional weeks of pregnancy leave for birth mothers.
• RRSP:Matching up to 2.5%
• Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• In the Office –You will have access to snacks and beverages and in-office fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [e-mail]

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