Senior Customer Success Manager

Sodales Solutions; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading software solutions company in Toronto is looking for a Client Experience Manager to enhance client relationships and manage complex projects. The role demands exceptional leadership, communication, and problem-solving skills, with over 4 years in sales/account management and 5 years in project delivery. Responsibilities include managing client upgrades, ensuring service quality, and leading cross-functional teams to achieve goals. If you are adept at fostering collaboration and driving results, we welcome your application.

Qualifications

• 4+ years in sales or account management, ideally with SaaS.
• Proven leadership experience overseeing software delivery teams.
• 5+ years in project delivery or management, with a focus on end-to-end implementations.

Responsibilities

• Manage client relationships and ensure performance exceeds expectations.
• Lead upgrade projects and maintain client satisfaction.
• Oversee support for existing deployments and analyze performance trends.

Skills

Sales experience

Leadership

Project management

Communication

Problem-solving

Tools

Azure DevOps

Job description

Key Responsibilities

Client Experience Management

• Build, manage, and grow relationships and spend with key clients and partners by helping them achieve performance that exceeds advertiser expectations
• Manage projects involving complex work streams and cross-functional collaboration (internally and externally)
• Oversee the functional and technical team working on the client and take ongoing status updates
• Dive deep into client performance data; guiding KPI-driven measurement strategies, identifying trends, optimizing to achieve results, and providing recommendations for upsell opportunities
• Serve as the product expert as well as advising on best practices
• Increase client adoption and engagement
• Run steerco meetings and report to senior executives

Client Upgrades Management

• Lead end-to-end upgrade projects for existing client environments, ensuring minimal disruption and maximum value.
• Develop and maintain upgrade schedules and roadmaps in alignment with client and product timelines.
• Partner with internal product and configuration teams to coordinate client readiness for upgrades.

Support for Existing Deployments

• Oversee ongoing support for existing client solutions, ensuring high customer satisfaction and SLA adherence.
• Collaborate with support teams to analyze trends and elevate recurring issues for permanent resolution.
• Monitor client environments to proactively identify and resolve issues impacting performance or satisfaction.

• Monitor and ensure adherence to SLAs, with detailed reviews of support performance reports and insight-sharing with the Customer Success team.
• Conduct regular support performance reviews and prepare reports/dashboards for internal leadership discussions.
• Lead the creation and delivery of monthly support account presentations during executive steering committee meetings on Support topics in collaboration with Customer Success Team lead.

New Release Management

• Manage the complete lifecycle of new product or platform releases from planning through post-implementation.
• Coordinate communication and rollout plans with internal teams and clients.
• Ensure all necessary documentation, training, and support materials are available for successful adoption.

Change Request (CRs)

• Assess and manage incoming client change requests, ensuring accurate scoping, prioritization, and execution.
• Collaborate with cross-functional teams to deliver on approved change requests within agreed timelines.

New SOW Development

• Work with client stakeholders, delivery, and sales to define the scope, approach, and timelines for new work.
• Lead the documentation, and approval process for new SOWs working with Account Manager on pricing.
• Ensure alignment between client needs, technical feasibility, and business objectives.
• Lead implementation kickoffs for Support projects, assist in solution design with the support team, and ensure timely, successful Go Lives.

Client Renewals and cross sells

• Oversee the renewals of client’s licenses
• Responsible for identifying and recommending cross sell opportunities

Required Skills & Qualifications

• 4+ years in sales, account management ideally working with SaaS.
• Ability to manage multiple complex initiatives simultaneously.
• Proven leadership and team management skills.
• Strategic vision to contribute to the development of Sodales Solutions long-term vision and growth.
• Strong communication and leadership skills with a demonstrated ability to motivate, guide through challenges and fostering a culture of accountability.
• Effective decision making and problem-solving capabilities.
• Excellent interpersonal skills with a proven ability to collaborate.
• Agile vision to drive teams’ execution in a timely manner.
• Innovation and adaptability to business growth and market conditions.
• Diversity and inclusion mindset, with openness to work with multicultural teams and customers.
• 5+ years of proven experience in a leadership role overseeing software delivery teams, particularly in the context of SAP Cloud Platform solutions.
• 5+ years in project delivery, project management, or implementation roles, with a proven track record of successfully leading and delivering 5+ end to end project implementations ensuring on time delivery and customer satisfaction.
• Proficient in project planning tools such as Azure DevOps, and familiar with agile or hybrid delivery models.
• Knowledge of Product One; Certifications in project management, AI, or cloud technologies.