Strategic Customer Success Manager

Lone Wolf Real Estate Technologies Inc; Cambridge; On-site; CAD 65,000 - 85,000; Full time

Job summary

A real estate technology firm located in Cambridge, Canada is seeking an experienced account manager. You will drive customer satisfaction and retention by executing individualized engagement plans and managing key stakeholder relationships. The ideal candidate has 5+ years in a customer-facing role, strong problem-solving skills, and a focus on customer advocacy. This position requires effective time management and communication abilities.

Qualifications

• 5+ years in a customer-facing account management, customer success or sales role.
• Experience in a fast-paced, entrepreneurial environment.
• Proven success in a goal-oriented environment.

Responsibilities

• Execute engagement plans to drive growth and adoption of solutions.
• Maintain strong business relationships with stakeholders.
• Manage renewal activities for contracted customers.

Skills

Customer satisfaction focus

Strong listening and communication skills

Adaptability to shifting priorities

Problem-solving abilities

Time management skills

Project management

Education

Bachelor’s Degree

Tools

Salesforce

Job description

Overview

Take an active role in campaigns and business-building initiatives with the goal of increasing customer satisfaction and retention.

Execute individualized / segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for strategic accounts within assigned territories.

Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.

Work with key stakeholders to establish strong business relationships.

Maintain a regular cadence of contact to identify and address business needs and challenges, field requests, and actively recognize cross-sell and up-sell opportunities.

Coordinate the involvement of company personnel to meet account objectives and expectations, escalating issues when necessary.

Manage renewal activities for contracted customers.

Prioritize and schedule work activities to ensure established targets are achieved or exceeded.

Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependency.

Successfully master departmental KPIs

Qualifications

EDUCATION :

Bachelor’s Degree preferred.

EXPERIENCE :

• 5+ years working within a customer-facing account management, customer success or sales role.
• Experience with Salesforce is an asset
• Experience working in a fast-paced, entrepreneurial, diverse and dynamic environment.
• Proven success in a competitive or goal-oriented work environment.
• Focus on Advocating for the Customer

KNOWLEDGE / SKILLS / ABILITIES :

• Strong focus on customer satisfaction
• Strong listening and communication skills
• Ability to adapt quickly as priorities shift
• Efficient problem-solving abilities
• Strong time management and organizational skills
• Ability to successfully manage / execute multiple projects simultaneously
• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy