Manager, Customer Success

Willowglen Systems; Edmonton; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading industrial automation company in Canada is looking for a Manager, Customer Success to lead their team of Technical Account Managers. You will be responsible for developing customer success strategies, enhancing customer relationships, and driving continuous improvement initiatives. The ideal candidate will have a Bachelor's degree and at least 5 years of experience in a similar role, ideally in the Automation sector. This role offers a chance to make a significant impact and work in a dynamic environment.

Qualifications

• Minimum of 5 years of experience in customer success management or a similar role.
• Experience in the Automation sector focusing on SCADA technologies.
• Professional knowledge of cybersecurity trends.

Responsibilities

• Lead and mentor Technical Account Managers.
• Monitor and analyze customer success metrics for improvement.
• Build and maintain strong relationships with customers.

Skills

Leadership Skills

Communication

Problem-solving

Customer Relationship Management

Education

Bachelor’s degree in Business Administration or related field

Professional certifications in customer service or management

Tools

CRM systems

Microsoft Office Suite

Job description

Our Company

Willowglen Systems is a leading industrial automation company that provides innovative solutions for various industries, including oil and gas, rail, and energy. We are committed to innovation and continuous improvement, and we are looking for a Manager, Customer Success to join our team and drive our projects to success.

Position Summary:

Step into a high-impact leadership role where you’ll guide a skilled team of Technical Account Managers, shape customer success strategy, and collaborate across PMO, Operations, Engineering, Product, and more to elevate the customer experience.

As Manager of Customer Success, you’ll build meaningful customer relationships, champion their needs internally, drive continuous improvement, and influence product and service quality, all while leading a team that’s passionate about delivering exceptional results. If you thrive on creating value, solving complex challenges, and making a measurable difference, we’d love to hear from you!

Key Responsibilities

Team Leadership and Management

• Lead, mentor, develop and hire Technical Account Managers to achieve performance targets.


• Establish clear goals, expectations, and performance metrics for the team that are in-line with and cascade down from corporate objectives.


• Conduct regular performance reviews, provide feedback, and implement training and development programs for team members.


• Prioritizing competing demands for the team, organizing tickets, negotiating warranty claims and acting as the voice of the customer post project cut over.

Customer Success Strategy and Operations

• Develop and implement customer success strategies, policies, and procedures to improve service quality and customer satisfaction.


• Lead, manage and coordinate the afterhours support system.


• Monitor and analyze customer success metrics and trends to identify areas for improvement and optimization.


• Coordinate with cross-functional teams – PMO, Operations, Configuration, Engineering, Product & Innovation – to resolve complex customer issues that are aligned with internal expectations and customer needs.

Customer Relationship Management

• Build and maintain strong relationships with customers, stakeholders, and partners.


• Gather customer feedback, insights, and suggestions to enhance the customer experience and drive product improvements.


• Ensure prompt and accurate communication with customers through various channels.

Continuous Improvement

• Drive continuous improvement initiatives to streamline processes, increase efficiency, and enhance the overall customer success experience.


• Stay updated on industry trends, technologies, and best practices in customer success management to maintain a competitive edge.

Key Qualifications & Experience:

• Bachelor’s degree in a related field (Business Administration, Economics, Technical vocation).


• Professional certifications in customer service or management.


• Minimum of 5 years of experience in customer success management or a similar role.


• Experience in the Automation sector with particular emphasis on SCADA technologies.

Preferred Skills

• Professional knowledge of cybersecurity trends.


• Strong leadership, coaching, and team-building skills.


• Excellent communication, interpersonal, and problem-solving skills.


• Proficiency in customer success software, CRM systems, and Microsoft Office Suite.


• Ability to work effectively in a fast-paced and dynamic environment.

Why Join Us?

Are you up for the challenge? Join Our Team

Our Mission

Willowglen’s mission is to be a global leader in delivering visionary, customer-driven industrial automation solutions.

Our Values

Respectful

We take the time to listen and understand each other, and this fosters feelings of mutual trust, safety, camaraderie, and well-being.

Agile

We are a customer-centric, responsive, and collaborative organization. We are quick to learn, adapt and respond to changing circumstances.

Innovative

We value and support innovation thereby allowing people to be innovative. We are always striving to deliver superior solutions.

Willowglen Systems Inc. is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. We thank all the applicants for their interest in this position; however, only those selected for an interview will be contacted by our recruitment team. If you require accommodation, please reach out to ourhiring team and we will work with you to find reasonable solutions