Customer Success Manager

Auvik Networks
Canada
125K $ / an (estimé)
Temps plein

What's this role about?

At Auvik the #1 rule of the Auvik Way is to Wow our Customers! The Customer Success team is the forefront of how we do this.

You’ll be part of an all star team that is focused on working with their customers to help them realize the full value of their Auvik services.

Internally you’ll partner with Marketing, Onboarding, Product, Sales and Support to ensure a smooth customer experience.

With tool assistance and automation, you’ll manage upwards of 200 accounts of varying sizes. You’ll work to mitigate churn, and maximize growth by driving product adoption, introducing customers to additional product use cases, and engaging with customers to help them understand and advocate the value of the tool in their organizations.

What will I be doing?

This is a customer-facing role at a software company so you’ll be constantly drawing on both your people and technical skills. Every day, you will :

  • Position yourself to our customers as a strategic advisor, helping our customers understand and communicate the business value of Auvik in their organizations
  • Develop and deepen the account relationships you own
  • Work with the team to meet revenue targets by growing customer spend. This is achieved by growing customer usage and by promoting the adoption of additional products
  • Develop programs to ensure customers are using existing features to their full capacity and are aware of new developments / products
  • Help customers work with their internal teams to adopt Auvik, from initial prospecting through IT operations
  • Assess and document suggestions for new or improved product functionality, based on customer feedback, that our engineering team should implement

What are we looking for?

  • 3+ years experience with account management in a SaaS model, building and demonstrating business value
  • Experience with upselling conversations. While the CSM team does not work on new business development, they are expected to grow their existing accounts and pass leads to our sales team
  • Experience building strategic plans for customer product adoption
  • Understanding of business concepts and application of these concepts (ideally in the IT channel)
  • Strong conceptual aptitude and ability to learn quickly
  • Self-starter with excellent organizational skills and motivated to achieve results
  • Understands the importance of data-hygiene
  • A people person, with a friendly and positive manner
  • Good analytical and problem-solving skills
  • Grace under pressure
  • Commitment to continuous improvement, self-development, and lifelong learning
  • Thrives in a remote environment

Are there bonus points?

Yes! We’ll give your application extra credit if you have one or more of these :

  • Experience with Managed Service Provider business structure / past experience working with MSPs
  • Knowledge of IT infrastructure operations or IT service provider business concepts
  • Knowledge of Salesforce
  • Knowledge of Zendesk
  • Knowledge of Slack
  • Il y a plus de 30 jours
Emplois reliés
D2L
Remote – Canada
Télétravail

Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks. As Customer Success Manager, you will be the primary owner of the business relationship with our North American Higher Education customers...

Leap Tools
Canada

Manage the customer life cycle for our largest customers. Engage as a mentor across the wider Customer Success team. Serve as a key voice of our Enterprise customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class c...

PathFactory
Canada

The Strategic Customer Success Manager is responsible for building and nurturing high-value relationships with PathFactory’s largest and most complex enterprise accounts. The Strategic Customer Success Manager partners with Account Directors, who handle renewals and expansion, while engaging with mu...

Carrot Fertility
Canada

Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the v...

Coveo
Canada

Coveo is seeking a Senior Customer Success Enablement Manager to design and implement strategic enablement programs for our global Customer Success team. In this role, you’ll collaborate with CSMs and leaders to provide the tools, resources, and knowledge needed to drive customer success and ensure ...

Leap Tools
Canada

Manage the customer life cycle for our largest customers. Engage as a mentor across the wider Customer Success team. Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class customer experien...

PathFactory
Canada

While onboarding is managed by a separate team, the Customer Success Manager ensures that customers receive immediate value through the successful delivery of use cases defined during implementation. The Customer Success Manager is responsible for managing a portfolio of high-value enterprise and co...

Wynne Systems
Canada
Télétravail

As a trusted advisor, the Customer Success Manager will be focused on customer loyalty, working with the customer to set goals, develop success strategies, solve customer issues, drive customer satisfaction and build close long-term client relationships through regularly updating customers on new an...

Oracle
Canada

The Customer Success Manager (CSM) will be responsible for driving adoption of the system and increasing the perceived value of our customers’ NetSuite investment by providing functional advice and strategic guidance to his/her customer portfolio. As a Customer Success Manager (CSM), you will join a...

Instacart
Canada (ON, AB or BC Only)
Télétravail

We are seeking an Enterprise Customer Success Manager to support and expand our relationships with key, strategic retail partners using our Whitelabel Ecommerce solutions. This role is pivotal in driving the success of our enterprise offerings by providing proactive, strategic advice on best practic...