Customer Success Manager

Recooty; Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading environmental solutions company based in Canada is seeking an experienced individual for a customer success role. This position involves collaborating with sales teams to enhance customer satisfaction and deliver value throughout the customer journey. The ideal candidate has a background in engineering or sciences, a passion for water treatment, and at least two years of experience in plant operations. The role offers a hybrid work model, allowing for remote work while engaging with customers directly.

Qualifications

• Minimum 2 years of plant operation or process engineering experience.
• Technical acumen in water treatment plant operations.
• Comfortable working in a hybrid environment if based out of Metro Vancouver.

Responsibilities

• Collaborate with Account Executives to understand customer needs.
• Demonstrate product benefits to end customers.
• Conduct Quarterly Value Reviews with Account Managers.
• Organize webinars and training sessions for customers.
• Create technical content to articulate product value.

Skills

Passion for water treatment

Technical understanding of plant operations

Outstanding interpersonal abilities

Strong communication skills

Ability to identify customer challenges

Education

University degree in engineering, sciences, or equivalent

Job description

About Pani

Position Description

You will be a key part of Pani’s revenue team reporting to the Head of Customer Success, serving as a critical intermediary for bridging the gap between initial sales processes and post-sales customer experience. With a primary mission, you amplify the product's value to the customer, ensuring smooth transitions and consistent value addition throughout the customer journey. Blending technical expertise with a deep understanding of customer needs, you will be ensuring the product delivers tangible, sustained value throughout the customer's journey. You will work closely with the sales team as well as our internal Application Solutions team to provide a world-class customer journey.

About You

You have a passion for water treatment and have a deep understanding of plant operations and processes. You enjoy the challenge of working on innovative projects with an equally talented group of co-workers who will both challenge and support you. You believe in lifelong learning and welcome the opportunity to constantly iterate and improve upon your skills. Fundamentally you want to use your talents and energy to better the world for others and contribute to the responsible management of global water and energy, and CO2 reduction.

What you bring to the team

• University degree in engineering, sciences, or relevant equivalent education and experience
• Minimum of 2 years of plant operation/ process engineering experience
• Technical Acumen: Possesses a deep understanding of technical treatment plant operations & processes, especially in areas like desalination (SWRO, BWRO, etc.), Beverage plants, and municipal wastewater treatment plants.
• Customer Insight: Ability to identify customer challenges and curate tailored use-cases and demos.
• Interpersonal Prowess: Must exhibit outstanding interpersonal abilities, fostering relationships with customers and internal teams alike.
• Communication Mastery: Adept at both written and verbal communication, ensuring clear conveyance of value propositions and technical nuances.
• Customer Interaction: Comfortable and confident in dealing with customers across various organizational hierarchies.
• Hybrid work: Comfortable to work 1-2 days/week from the office if based out of Metro Vancouver.

Responsibilities

• Sales Collaboration: Partner closely with Account Executives to gauge customer needs and understand their Operational Intelligence (OI) requirements & technical plant design, availability of instruments, data, and other elements to prequalify which product fits the customer's needs best.
• Product Demonstrations: Lead or assist in showcasing product benefits to end customers, highlighting the transformative potential of using OI for decision-making.
• Quarterly Value Reviews (QVRs): Collaborate with Account Managers and the Customer Success team during QVRs. This involves providing Account Managers with technical proofs of customer value creation (cost savings, cost avoidance, opportunity identification) and related facts that have added value to customers or can add additional value through upsells or continued usage.
• Training & Webinars: Organize and conduct webinars and training sessions in tandem with the product and CS teams to ensure customers get the most out of their purchases.
• Technical Content Creation: Design and articulate value narratives specific to customers obtaining value from using Pani Zed, producing technical content when necessary. This role also encompasses providing data points for value stories & case studies that offer tangible evidence of the product's value to customers.

Nice to Have

• Experience with B2B sales at any stage within the customer journey
• Experience working for a SaaS startup

Does this role sound like the next step in your career?

Then we want to hear from you! If you don’t meet all of our requirements exactly, then we invite you to use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable.

Our commitment to an extraordinary work environment

At Pani, our values drive how we work with each other, and we believe that being yourself at your place of work is just as important as the work you do. We strive to foster an inclusive and diverse community for all employees from all walks of life. So, no matter your gender, sexual orientation, physical ability, religion, ethnicity, race, age, or geographical location, we are a community that welcomes you.

Location: Canada (remote). Preference Vancouver.