Digital Client Success Partner (DCSM)

TEEMA; Vancouver; On-site; CAD 150,000 - 200,000; Full time

Job summary

A technology consulting company in Metro Vancouver is seeking an entry-level Digital Customer Success Manager. The role involves supporting customers with cloud product guidance, optimizing engagement processes, and managing customer relationships. Ideal candidates should have at least a year of client-facing experience, especially in the software industry, and demonstrate strong communication and problem-solving skills. The position offers a salary range of $20.05 – $22.71 per hour.

Qualifications

• 1+ year of client-facing experience in software industry roles.
• Experience with cloud SaaS solutions like S4 Hana Cloud or Ariba is a plus.
• Ability to work in a dynamic organization and adapt quickly.

Responsibilities

• Help customers with support for cloud products.
• Drive strategic projects for scaling Digital Customer Success operations.
• Contribute to improving overall Net Promoter Score (NPS).
• Utilize the Gainsight platform to manage customer outcomes.

Skills

Client-facing experience

Managing complex customer relationships

Strong interpersonal skills

Creative problem-solving

Excellent communication skills

Job description

Overview

The Customer Success organization aims to expand the Digital customer engagement experience that provides an easy-to-use digital entry point with on-demand access to self-help and guidance via our Digital Customer Success Manager. This associate Digital CSM will support our pooled customer success model and report to the pooled team lead with a primary focus on supporting a large customer portfolio in an inbound / on-demand mode. This entry-level associate will also assist the regional team with administrative responsibilities and tasks to further optimize customer engagement, with the goal of retaining and activating, and expanding our customer base.

What you will be doing

• Help customers on demand with support and guidance for their cloud products
• Orchestrate with internal stakeholders to help the customer unlock value realization
• Utilize the customer success platform Gainsight to manage outreach, track engagement, and ensure timely follow-up with customers
• Drive or contribute to internal strategic projects aimed at scaling Digital Customer Success operations, optimizing processes, or enhancing tools and programs
• Proactively target customers to increase consumption and/or identify cross-sell and upsell opportunities
• Assist customers who connect via inbound inquiries
• Contribute to improving overall Net Promoter Score (NPS) & accelerates reference pipeline
• Mitigate risk by engaging with customers who fall into an unhealthy health-score criterion
• Leveraging both the Gainsight customer success platform and Service Now platform for managing customer outcomes

What you must have

• 1+ year of experience in a client-facing role, managing complex customer relationships, preferably in the Software industry in areas such as Pre-Sales, Customer Engagement, Customer Success Management, or Consulting
• Previous experience working with cloud SaaS solutions like S4 Hana Cloud, Digital Supply Chain, Human Experience Management, Customer Experience, or Ariba would be a plus
• Experience managing a high volume of customer engagements
• Proven experience working with diverse, cross-functional teams, both virtually and globally
• Motivation and flexibility to work in a dynamic organization, with the ability to learn quickly and adapt to a fast-changing environment
• Desire to learn and develop within a fast-growing team
• Strong orientation towards teamwork and collaboration
• Strong interpersonal skills, which aid in building relationships externally and internally
• Creative problem-solving under pressure when working through customer issues
• Excellent listening, written, and oral communication skills

Salary/Rate Range: $20.05 – $22.71/hr T4

Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.

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