Customer Success Manager

T-Net British Columbia; Vancouver; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to manage software implementation projects and build relationships with clients in Vancouver. This role involves project management, client onboarding, and analyzing system requirements within a SaaS environment. Candidates should possess a bachelor's degree and relevant experience to ensure successful client interactions and software solutions.

Qualifications

• 1+ years experience in implementing business software in a consultative role within SaaS.
• 2+ years software application implementation experience preferred.
• Ability to travel (up to 30%) and work remotely.

Responsibilities

• Manage projects and provide status updates.
• Configure and customize customer instances and onboard clients.
• Analyze system requirements and advise customers on solutions.

Skills

Excellent communication

Excellent presentation skills

Project management

Agile methodologies

Education

Bachelor's degree in business or technology

Tools

Salesforce

Scrum

Job description

As Customer Success Manager, you have the ability and interpersonal skills to build relationships and trust with new customers, gather the right requirements from them, configure appropriate solutions for their needs, liaise with the development team on any required software extensions, deliver the "finished" product into users' hands, and leave them confident in using the software.

What you will be doing

• Manage projects by creating implementation work plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities.
• Advise customers on solution features, configuration options, and system processes and procedures.
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications.
• Manage changes to requested solutions, including following the documented change request process for scope and billing management.
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients.
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise.
• Perform other duties as required.

What you need to have:

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution.
• One or more years of experience managing software implementation projects.
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment.
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Experience in the Workforce Management domain preferred
• Experience with Salesforce (or other CRM) desired
• Excellent communication and presentation skills.
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools.

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com

By applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.

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