Customer Success / Project Manager

DiliTrust - Montréal, QC (20 months ago)

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About Us

For over 20 years, DiliTrust has been creating cutting-edge software for corporate governance and secure document sharing. DiliTrust is a tool used by corporate boards to streamline and improve their board meetings. We have offices in Paris, Montreal, Toronto, Vancouver, Dubai, Milan, and Madrid, and our products are used by over 500 clients in over 40 countries.

DiliTrust offers a fun but focused working environment in the heart of Downtown Montreal near Peel Metro. The DiliTrust team is friendly, close-knit, and hard-working. With regular 5à7s, monthly team-building activities, an annual summer outing, a winter holiday party, and weekly fresh fruit baskets, there’s never a dull moment at DiliTrust.

About the Team

Are you passionate about digital innovation, customer success, and project management? Do you strive to deliver amazing customer experiences to increase satisfaction, loyalty, and retention? Join our Customer Success Team in our Montréal office.

Our team and our company are growing quickly, so there are plenty of opportunities for growth. We are looking for high quality, ambitious candidates to build a long-term career with DiliTrust

Reporting to the Customer Success Lead in Canada, as well as the Head of Customer Success based in Paris, you will contribute to the growth of the department as part of a global team. You will bring your own valuable expertise (customer, market, economy, culture, etc.) that will help us further personalize our offerings.

As a Customer Success Representative, you will meet senior executives of multinational corporations and mid-sized companies in the private and public sectors. You will work closely with CEOs, Board members and management teams to drive and grow key client relationships. You will act as a product expert and be the voice of the customer internally with our sales, development and marketing teams.

The Customer Success Representative is a Product Expert who takes ownership of customer satisfaction and a high quality of service. This involves three core competencies:

Project management / onboarding: Working hands-on with the customer to successfully implement our solutions, including on-site and remote product consultation and training, in order to drive customer adoption and value creation
Technical support: Leveraging your product and customer expertise to qualify support tickets and provide quick, effective, high-quality functional and technical support that addresses customer needs
Account management: Building relationships with a portfolio of key clients, managing contract renewals, identifying and acting on upsell and cross-sell opportunities to meet targets. Acting as a consultant on the product and best practices. Monitoring KPIs for business cases and product use.

The members of the Customer Success team are also involved in other activities including: speaking at conferences, organizing events, communicating with customers, updating user guides, etc.

About You
You are capable of developing strategic long-term plans for customers
You have excellent presentation and communication skills
You know how to manage all aspects of a project
You are comfortable working with an international team with a diverse backgrounds and experiences
You have a strong desire to learn and become a functional expert on multiple software products
You are versatile, autonomous, assertive, customer-oriented, and a team player
You have a bachelor’s degree at minimum, and at least 3 years of relevant experience
You are fluently French/English bilingual. A third language (especially Spanish or Italian) is an asset.

If you think you fit the bill, apply now and come be part of our team!