Customer Success Manager

Gibraltar Solutions Inc.; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in IT managed services is seeking a Customer Success Manager to enhance client relationships, manage onboarding, and drive customer satisfaction and retention. This role involves thorough client engagement and collaboration with sales to identify growth opportunities, ensuring customers maximize their services. Ideal candidates possess strong communication skills, a background in IT, and a passion for customer advocacy.

Qualifications

• Proven experience in customer success or account management in IT services.
• Strong understanding of IT managed services and cloud computing.
• Ability to manage multiple priorities and projects.

Responsibilities

• Build and maintain strong relationships with clients.
• Coordinate onboarding process for new clients.
• Track and analyze customer metrics to improve satisfaction.

Skills

Communication

Interpersonal

Problem-solving

Analytical

Education

Bachelor’s degree in Business, Information Technology, or a related field

Tools

CRM software

Job description

The ideal candidate will play a pivotal role in driving customer satisfaction, ensuring customer retention, and promoting the overall growth and success of our solutions and services. The Customer Success Manager will act as a trusted advisor, advocate, and liaison between our organization and our clients, ensuring that they derive maximum value from our services.

Role & Responsibilities

Customer Relationship Management

• Build and maintain strong, long-lasting relationships with clients.
• Serve as the primary point of contact for customer inquiries, issues, and escalations.
• Regularly engage with customers to understand their business needs, goals, and challenges.
• Conduct regular check-ins and strategic reviews with customers to ensure their
  satisfaction and loyalty.

Onboarding and Training

• Coordinate and manage the onboarding process for new clients, ensuring a smooth transition and effective implementation of services.
• Provide training and resources to customers to ensure they are fully utilizing our products and services.
• Develop and deliver customized training sessions, webinars, and workshops as needed.

Customer Advocacy and Support

• Advocate for customers’ needs within the organization, ensuring their feedback is heard and addressed.
• Work closely with the technical support team to resolve customer issues promptly and effectively.
• Monitor service levels and performance metrics to ensure customer satisfaction and service quality.

Retention and Growth

• Identify opportunities for upselling and cross-selling additional services and solutions.
• Collaborate with the sales team to develop and execute account growth strategies.
• Track and analyze customer metrics, including usage, engagement, and satisfaction, to identify trends and areas for improvement.
• Develop and implement strategies to increase customer retention and loyalty.

Reporting and Analysis

• Prepare and present regular reports on customer satisfaction, performance metrics, and
  account status.
• Analyze customer data and feedback to identify trends, patterns, and opportunities for improvement.
• Provide insights and recommendations to senior management based on customer feedback and analysis.

Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• Proven experience in a customer success, account management, or similar role within the IT managed services industry.
• Strong understanding of IT managed services, cloud computing, and related technologies.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to build and maintain strong relationships with customers and internal teams.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and projects simultaneously.
• Proficiency in customer relationship management (CRM) software and other relevant
  tools.

Preferred Skills

• Experience with ITIL, CIS, SOC II or other relevant industry certifications.
• Knowledge of cybersecurity best practices and compliance requirements.
• Experience with cloud platforms such as AWS or Azure..
• Familiarity with service desk and ticketing systems.
• Strong project management skills, including experience with Agile or Scrum
  methodologies.
• 6925 Century Ave, Suite 702 Mississauga, ON L5N 7K2 Canada