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Customer Success Manager
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CAD 70,000 - 90,000
Full time
6 days ago
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Job summary
A technology consulting firm in Canada is seeking a Project Manager with experience in software implementation to manage customer projects effectively. The ideal candidate has a Bachelor’s degree and experience in SaaS environments, with strong communication skills and a knack for problem resolution. This role offers competitive wages, stock options, and flexible PTO.
Benefits
Competitive wages
Employee stock option program
Medical/dental vision coverage
401(k)
Flexible PTO and 10 paid holidays
Qualifications
- 1+ years experience implementing business software in a consultative role preferred.
- 2+ years of software application implementation experience in a consultative role.
- Experience in the Workforce Management domain preferred.
Responsibilities
- Manage projects by creating implementation work-plans.
- Analyze system requirements considering multiple business priorities.
- Advise customers on solution features and configuration options.
Skills
Implementation of business software
Customer-facing communication
Project management
Problem resolution
Agile methodologies
Education
Bachelor's degree in business or technology
Tools
Salesforce
MS Office (Excel)
Job description
What you\'ll do
- Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
- Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
- Advise customers on solution features, configuration options, and system processes and procedures
- Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
- Manage changes to requested solutions, including following the documented change request process for scope and billing management
- Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
- Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
- Provide proactive outreach at all stages of the customer lifecycle
- Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
- Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
- Participate in customer support standby rotations when the regular support team is unavailable
- Assist, if requested, in the sales process, providing technical sales support
- Become an expert in the features, benefits, and implementation of Shiftboard\'s SchedulePro and ScheduleFlex solutions
Skills you\'ll need
- Bachelor\'s degree in business or technology with one or more years\' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
- One or more years of experience managing software implementation projects
- Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
- Excellent communication and presentation skills
- Must be personable and enjoy working with people in an entirely customer-facing role
- Knowledge of project management/delivery methods and tools
- Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
- Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
- Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
- Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
- Working knowledge of Scrum and other Agile methodologies
- Bonus: previous experience with programming, or ability to write simple database queries and scripts
- Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
- Experience in the Workforce Management domain preferred
- Experience with Salesforce (or other CRM) desired
- Ability to travel (job requires up to 30% travel)
- Comfortable working as needed in a remote environment with video-conferencing tools
What you\'ll get
- Competitive wages
- ESPO (employee stock option program)
- Medical/dental vision coverage
- 401(k)
- Flexible PTO and 10 paid holidays per year
- Career advancement opportunities
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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