Account Manager/Client Success Manager (1662)

Convergence Networks; Ottawa; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Success Manager to foster strong relationships with clients and ensure their needs are met. This role involves leveraging technical knowledge to enhance client infrastructure and addressing customer satisfaction issues proactively. You will be responsible for onboarding management, conducting strategic business reviews, and collaborating with internal teams to provide exceptional service. With a focus on personal and professional growth, this innovative firm offers a supportive environment where your contributions are valued. Join a team that believes in diversity and provides opportunities for training and development.

Benefits

Group benefits plans (medical, dental, vision)

Retirement plans (401k and RRSP)

Training and certification reimbursement

Teambuilding and company events

Qualifications

• 5 years of experience in account management or customer success.
• Intermediate knowledge of software/hardware licensing processes.

Responsibilities

• Build and maintain strong customer relationships.
• Compile data and prepare reports for assigned clients.

Skills

Customer Relationship Management

Problem-Solving

Communication Skills

Technical Knowledge

Organization Skills

Education

Bachelor’s degree in Technology or Business

Tools

Microsoft Office (Excel, Word, Outlook)

ConnectWise

RMM Tools

Job description

LOCATION: Ottawa, Ontario, Canada

What do our CSMs do?

• Build and maintain strong, long-lasting customer relationships with stakeholders; serve as the primary point of contact for those accounts, onboarding management, handle client escalations, conduct strategic business reviews (plan, facilitate and follow-up), act as liaison for service reviews, manage opportunities
• Meet in-person with customers regularly to build strong rapport and understand their business needs, goals, and challenges.
• Engage internal resources and assistance to service and manage customer accounts
• Leverage technical knowledge to bring value to client infrastructure
• Champion services and continuously promote our stack
• Compile data and prepare reports for your assigned clients, manage assets and categorization in Propel, manage profitability of clients and agreement true-ups, Desk Director user form management, manage simple vendor tasks like ISP shopping and print services, conduct discovery on cyber insurance applications
• Champion customer health and drive awareness/resolution of potential customer satisfaction issues to key stakeholders
• Participate in networking and Partnership Works events
• Other duties as required by the role
  
  

What are the qualification I need to have?

• 5 years of demonstrated experience in managing customer relationships. Experience in roles such as account management, business development, customer success management, or similar a must.
• 5 years experience working in the technology industry
• Bachelor’s degree or equivalent in a technology or business-related field.
  
  

What do I need to be successful?

• Knowledge and understanding of:
• Intermediate knowledge of software/hardware licensing and renewal process; Microsoft 365 Licensing, Networking equipment licensing, etc.
• Intermediate understanding of technology, including terminology and familiarity with various products, software and equipment.
• Ability to communicate technology to technical team while helping non-technical contacts understand complex information.
• Proficiency with Microsoft Office (Excel, Word, Outlook)
• Personal skills and abilities:
• Advanced skills in organization, follow-through, problem-solving, consistency and customer service. Ability to work effectively to complete assigned tasks and customer management. Dedication to exceptional customer service through patience, empathy, confidence, solution orientation, analytics, critical thinking, follow-up/urgency and effective communication.
• Excellent communication (verbal and written in English; listening and comprehension), documentation (for all levels internally and externally), organizational, detail and time management skills.
• Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations.
• Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision.
  

What qualification would really help set me apart from other applicants?

• Background working within the technology MSP business model, particularly as a Client Success Manager or similar role.
• Familiarity with ConnectWise, Office 365, RMM tools, or other similar MSP tools and software.
• Conceptual understanding of business technology systems and related hardware components (software licensing, PC and laptop hardware, PC peripherals, etc.).
• Experience creating purchase orders and quotes.
• Experience working on projects in a team environment.
• Bilingual (French)
  
  

What is the work environment like?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment if working on-site.
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically.
• Position requires some local travel to customer sites.
  
  

Why should you work here?

• Group benefits plans, including medical, dental, vision in US and health savings and supplement insurance (including dental) in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).
  
  

PERFECT FIT…

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.