Description:
We are looking for a Bilingual Customer Success Manager to join our team. In this role, you will focus on building and nurturing strong client relationships, particularly extending and renewing contracts with small and enterprise sized businesses. You will meet regularly with clients to ensure their satisfaction, set growth objectives, and identify new opportunities. Additionally, you will collaborate with various teams to manage updates, onboard new customers, and represent our offerings at client-hosted or industry events.
As our new Bilingual Customer Success Manager, you will:
- Drive Business Growth. You will communicate with clients via email or phone, addressing any customer service issues, analyzing performance metrics and setting entrenchment targets. You will educate users on our platform and create ways to support administrators and promote the program among their users.
- Launch and nurture customer accounts. You will work directly with group sales and other CSMs to onboard new customers. You will manage the day-to-day requests of your assigned clients with a focus on meeting client retention goals. You will build and maintain relationships with 50-75 clients and manage the customer life cycle annually which includes renewals at the end of each contract.
- Contribute to marketing efforts. You will play a key role in supporting the planning and execution of marketing campaigns and training collateral. You will regularly monitor and review usage and campaign metrics and provide insightful analysis. You will stay current on industry trends and attend events hosted by or for our clients.
- Lead client satisfaction initiatives. You will cultivate trust with your portfolio of partners by maintaining regular communication, assessing client satisfaction, and reviewing account performance. You will generate detailed reports and address any technical or performance issues.
- Drive Improvements. You will conduct research and ask thoughtful, probing questions to gain a deep understanding of our clients' businesses and how we can support their goals. By reinforcing the Venngo value proposition, you will identify and execute cross-sell and upsell opportunities. You will enhance the partner experience, collaborating with the broader team to implement improvements and eliminate obstacles.
You bring:
- The experience. You have a background in customer success, account management, sales or marketing. You can effectively balance multiple deliverables, adjusting priorities to meet the demands of internal and external stakeholders. You are fluent in both French and English.
- The technical skills. You are comfortable learning and using technology. You are proficient with MS Office 365 and Teams. You may have worked with project management and documentation management programs such as ASANA, Jira, and SharePoint. You can interpret data to identify trends, develop insights, and inform strategies to drive business growth.
- The interpersonal skills. You have outstanding communication skills and can adapt your approach to fit any audience. You ask intelligent questions to obtain and verify detailed requirements. You are comfortable making presentations and networking at events. You are highly collaborative, can build trust, influence decisions, and work closely across teams. You are happy to jump in wherever and whenever needed. You appreciate diverse backgrounds, ideas, and approaches.
- The accountability. You take ownership of your work and seek new opportunities for learning and growing. You are curious, energetic and driven to perform independently and as part of a team. You are agile and ready to adapt to changes.
- The flexibility. You are able and willing to travel across Canada up to 20% of the time. You are flexible enough to work outside of business hours and potentially on weekends, approximately once a month, to support customer events and promote our programs.