Lead Customer Success Manager

Mitel; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Ottawa is seeking a Lead Customer Service Manager to lead a team of Account Managers. This role involves driving the adoption of solutions, building strong relationships with customers, and identifying opportunities for additional services. Candidates should have previous CSM leadership experience and a strong understanding of customer success management.

Benefits

Comprehensive benefits program

Matching 401(k) plan

Paid time off

Qualifications

• Proven experience in customer success, account management, or a similar role.
• Strong understanding of Mitel solutions and the ability to align them with customer objectives.
• Ability to manage multiple priorities and customer accounts effectively.

Responsibilities

• Manage and mentor a team of Customer Success Managers.
• Drive adoption and optimization of Mitel solutions.
• Build and maintain strong relationships with key customer stakeholders.
• Proactively identify and mitigate risks to customer success.
• Identify upsell and cross-sell opportunities.

Skills

Customer success management

Account management

Relationship building

Communication skills

Education

Bachelor's degree preferred

High school diploma + relevant experience

Job description

Overview

As a Lead Customer Service Manager at Mitel, you will be responsible for leading and mentoring a team of Account Managers that are driving the adoption and effective utilization of Mitel solutions within their assigned customer accounts. Leading by example and helping them to foster strong relationships, act as a trusted advisor and ensure that customers realize the full value of their Mitel investments. Your role will include how to position best practices such as, realize customer goals and challenges, guiding them through their Mitel journey, and identifying opportunities to expand Mitel’s footprint by promoting additional technologies and services that align with their business needs.

Responsibilities

• Manage and mentor a team of Customer Success Managers to ensure that Retain and Grow our key accounts.
• Drive adoption and optimization of Mitel solutions to achieve customer satisfaction and success.
• Build and maintain strong, long-term relationships with key customer stakeholders.
• Act as the primary point of contact, providing guidance, training, and best practices.
• Proactively identify and mitigate risks to customer success.
• Collaborate with internal teams to resolve customer challenges and ensure seamless experiences.
• Identify upsell and cross-sell opportunities to expand Mitel technology usage within accounts.
• Monitor customer health metrics and create strategies to improve retention and loyalty.
• Advocate for customers by sharing feedback and insights with Mitel’s product and service teams.

Requirements

• Bachelor's degree preferred; or high school diploma + relevant experience
• Previous CSM Leadership position is desired.
• Proven experience in customer success, account management, or a similar role, preferably within the telecommunications or technology industry.
• Strong understanding of Mitel solutions and the ability to align them with customer objectives.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to manage multiple priorities and customer accounts effectively.
• Proactive mindset with a passion for delivering exceptional customer experiences.

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

#LI-DD1