Customer Success Team Lead

T-Net British Columbia; Vancouver; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Lead to enhance customer relationships and drive success strategies. This role involves managing a team, ensuring customer satisfaction, and identifying upsell opportunities. With a focus on mentorship and collaboration, the company fosters a supportive and innovative environment that encourages personal and professional growth. Join a diverse team dedicated to making a significant impact in the cloud solutions space, where your contributions will be recognized and valued.

Benefits

Health Benefits

Wellness Allowance

Vacation Days

Sick Leave

Parental Programs

Bonuses

RRSP Matching

Subsidized Meal Program

Qualifications

• 5+ years of experience in account management or related fields.
• Previous managerial and leadership experience is required.

Responsibilities

• Drive customer success strategy and manage the customer success team.
• Establish strong customer relationships and identify upsell opportunities.

Skills

Account Management

Leadership

Customer Relationship Management

Salesforce CRM

Problem Solving

Communication Skills

Time Management

Negotiation Skills

Education

Degree or Diploma in IT or related field

Tools

Salesforce

Job description

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Customer Success Lead works closely with Global Relay's existing customer base and encompasses ongoing team management, account management, account reconciliation, upselling, and customer success. The Customer Success Lead will manage, motivate, and train the team of Customer Success Managers. He/she is responsible for ensuring the Customer Success Team reaches upsell and retention goals set by management, train/mentor the team, and work closely with Global Relay cross functional teams to provide a value-drive customer journey and drive proactive and strategic engagements with customers.

Your responsibilities:

1. Drive customer success strategy for his/her customer success team.
2. Establish and maintain strong customer relationships and proactive engagement as the main point of contact.
3. Serve as a Player/Coach for the customer success team.
4. Create and hold the team accountable to targets and goals.
5. Collaborate with departments like Sales, Legal, Accounting, Provisioning, and Customer Support to resolve critical customer issues.
6. Identify and support sales and upsell opportunities within existing customers.
7. Understand and communicate features and benefits of Global Relay services to customers.
8. Continuously assess, clarify, and validate customer needs.
9. Build reporting and dashboards using Salesforce CRM.
10. Manage inbound work queues for the team.
11. Participate in and lead customer executive or quarterly business reviews.
12. Train the team on SaaS customer success best practices.
13. Mentor and empower team members and train new hires.
14. Review and improve workflow procedures for efficiency.
15. Manage team KPIs and report to management.
16. Handle escalations and negotiations with at-risk customers.
17. Identify opportunities for account expansion.

About you:

1. Degree or Diploma with 5+ years of experience in account management or related fields, preferably in IT and cloud solutions.
2. Previous managerial and leadership experience.
3. Ability to assess customer needs and deliver solutions.
4. Proven success in account management.
5. Professional demeanor capable of interacting with executives.
6. Strong time management skills in a fast-paced environment.
7. Excellent communication skills.
8. Experience with Salesforce or similar CRM systems is highly desirable.
9. Resourceful with problem-solving skills.
10. Enthusiastic, with a strong work ethic and positive attitude.
11. Excellent listening, negotiation, and presentation skills.

Compensation:

We disclose the pay range in compliance with British Columbia laws. Compensation is based on experience, skills, education, and background. The salary range for Vancouver-based employees is CAD $80,000 - $120,000 annually. Our total rewards include health benefits, wellness allowance, vacation days, sick leave, parental programs, bonuses, RRSP matching, and more. For Vancouver employees, a subsidized meal program is available.

What you can expect:

At Global Relay, there are no limits to your growth. We provide mentorship, coaching, and a supportive environment that fosters creativity and rewards perseverance. Join a diverse team of talented professionals committed to your success.

We are an equal opportunity employer dedicated to diversity, equity, and inclusion, and we support flexible work arrangements to promote work/life balance.

Learn more about us at www.globalrelay.com.