Customer Success Manager | Gestionnaire du succès clients

Jesta I.S. Inc.; Montreal; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Account Manager to serve as the primary liaison with key clients. This pivotal role involves managing client relationships, ensuring satisfaction, and facilitating communication between clients and internal teams. The ideal candidate will have extensive experience in account management, especially within the retail sector, and must be fluent in both English and French to effectively engage with diverse clients. This position offers a hybrid work arrangement, allowing for flexibility while maintaining strong client connections. Join a forward-thinking company dedicated to client success and innovation.

Qualifications

• 8+ years of Account Management experience, preferably in retail.
• Strong communication skills and bilingual in English and French.

Responsibilities

• Manage relationships with assigned accounts and ensure client satisfaction.
• Communicate project updates and manage client expectations effectively.

Skills

Account Management

Team Management

Communication Skills

Critical Thinking

Bilingual (English and French)

Tools

Microsoft Office

Job description

About the Job:

Acting as the primary point of contact with key accounts, this role entails being the link between the clients and Jesta’s Development, Professional Services, PMO, and Support teams. In addition, engaging with Jesta’s Clients to gain perspective on their key organizational initiatives in order to determine Jesta’s role in helping bring these initiatives to life.

An important aspect of the role is to ensure client engagement and assessment of client usage of system functionalities to its fullest potential and overall client satisfaction.

Responsibilities:

• General manager and owner of the relationship with assigned Accounts
• Primary point of contact insofar as escalations, communication of upcoming development, company strategies, and follow-through of key projects
• Support in defining internal processes in relation to system capabilities
• Internal communication of deliverables and coordination of resources
• Accountability in ensuring that client expectations are managed, and commitments met
• Follow-through on functionality/system adoption
• Escalation of foreseeable client hardships at the executive level
• Travel to client sites, including the ability to travel to the US

Qualifications and Requirements:

• 8+ years of Account Management experience (retail industry preferred)
• 5+ years managing teams
• Strong communication skills (written and oral)
• Fluency in English and French as the position requires interaction with clients located outside of Quebec
• Aptitude to think critically and see the bigger picture
• Ability to lead, motivate and influence different teams in the organization
• Strong working knowledge of Microsoft Office products
• Willingness and ability to work from the Montreal office at least once a week (for Montreal based applicants)

Additional details:

Preference will be given to candidates available for a hybrid work arrangement in Montreal, QC.

We thank all applicants for their interest. However, only shortlisted candidates will be contacted.