Client Success Manager

  • Company:
    Brainhunter Systems Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 days ago
  • Category:
    Customer Service

Client Success Manager (CSM) – Toronto (58802)

On behalf of our client, Brainhunter is seeking a Client Success Manager (CSM) to join their team out of Toronto. This individual should be comfortable interacting with C-suite level executives, as well as Corporate Social Responsibility (CSR) program administrative staff, backed by a strong understanding of their program goals & objectives. The chosen candidate will be living and eligible to work in Toronto, Canada.

What you will do:

  • Explain the “how” and “why“ of client’s product suite features and functionality
  • Drive client adoption of the existing platform, as well as new products and features
  • Train new administrators on how to effectively use all relevant product functions
  • Explain companies cross-functional support structure and describe all aspects of our internal client ecosystem
  • Suggest and advise on a variety of functional solutions to help the client achieve what they need from the product
  • Consult with and connect the appropriate internal teams to solution client problems and escalate when necessary
  • Communicate delivery timelines and set realistic expectations with the client
  • Serve as the client’s advocate back to the internal teams to ensure solutions and services are evolving to meet client needs
  • Consultant:

  • Foster a trusted advisor partnership with the client and align corporate value to their key CSR and overarching business goals
  • Build strong, long-term business relationships by consistently going above and beyond client expectations
  • Possess a broad understanding of various successful CSR programs and are able to translate this knowledge into specific strategies and recommendations tailored for the client’s program needs
  • Evaluate client program priorities and tailor a Success Plan that establishes clear goals and milestones which maximize their ROI
  • Identify barriers to program growth and develop effective strategies based in client research and industry knowledge
  • Connect the client with the ecosystem peers to gain knowledge and best practices in client-to-client interactions
  • Value Driver:

  • Strive to provide value at every interaction
  • Communicate realized program ROI leading to a frictionless renewal and ensuring retention of current client revenue
  • Communicate potential program ROI to identify and foster cross-sell and up-sell growth opportunities at the appropriate lifecycle stage and in support of client program goals
  • Execute regular program reviews with clients to identify sales, growth and feature enhancement opportunities
  • Work with Enhancement teams to complete feature and user up-sell opportunities
  • Work in coordination with the Sales Team on client cross-sell opportunities
  • Advocate for deep adoption of product features, and solution best practices within your client roster
  • Possess a functional understanding of the CSR landscape and how social responsibilities are tied to a variety of company goals
  • What you bring:

  • BA/BS degree, or equivalent education
  • Minimum 3-5 years’ experience in B2E/B2B Customer Success/Account Management or transferable customer service roles
  • Strongly prefer experience in a B2B SaaS organization, with solutions of moderate complexity
  • History of increasing client satisfaction, adoption, and retention
  • Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness
  • Strong communicator with excellent written and verbal communication skills
  • Comfortable presenting in medium to large groups
  • Comfortable overseeing a variety of client service issues to resolution
  • Detail-oriented, organized and analytical
  • Ability to work independently with strong judgement
  • Resilient, and thrives in a multi-tasking, start-up environment and can adjust priorities on-the-fly while managing a diverse and full workload
  • Success-driven with an entrepreneurial, and self-starter approach
  • Up-to-date passport for occasional client travel when required
  • Proficient in MS Office
  • How to apply: