Strategic Customer Success Manager

Versature - Ottawa, ON (30+ days ago)

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Versature's team of Strategic Customer Success Managers build, maintain, and grow strategic relationships with customers. This role requires a consultative and holistic approach to the customer lifecycle. This includes providing guidance and leadership through the onboarding process when needed, proactively identifying opportunities that provide additional value for our customers over time, early identification and resolution of at-risk customers, and as a result renewing contracts when appropriate. Our Strategic Customer Success team owns the ultimate success of their customers and strive to provide an exceptional client experience with every interaction, focusing on:

Driving the success of their customer segment, including adoption, retention, account growth, referrals, upsells and renewals.
Ensuring that customers derive maximum value from their investments in Versature and fully leverage our services on an ongoing basis.
Developing and maintaining a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy and measurements of success.
Tracking accounts, identifying and developing new opportunities for expansion across the customer's business to ensure contracted subscription growth and increased solution adoption across the organization.
Use proactive communication to identify and prevent churn
Assisting in the design and implementation of Customer Success best practices and trends.
Maintaining product expertise and technical knowledge across the Versature product line.
Providing the appropriate customer experience based on the customer's needs and timeline.

As the primary advocate for customers, you will also work closely with marketing, sales, product, support and engineering teams to ensure that customer feedback is being incorporated into business, product, and development decisions, thus ensuring greater overall product adoption and driving greater business value and satisfaction. This is a full-time, in-office position. Travel may be required.

Required Skills and Experience

Customer-facing experience
An understanding of the Customer Success industry
Excellent communication and writing skills
Positive outlook, fun, and flexible

Nice to Haves

Prior Customer Success experience
Salesforce experience
Bilingual (English / French)

You can't handle the perks!

Opportunity to work for the Canadian Telecom Employer of Choice - Best Business in 2015 and one of Ottawa's Fastest Growing Companies in 2017 (among other amazing kudos!)
Strong work/life balance
Winter hockey rink and summer patio in the backyard
Foosball – all year round
Team BBQ's and Beer O'Clock Fridays
$2000 in health & wellness benefits

Versature welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.