Description:
You enjoy using your expertise to act as an advisor to our customers. You have excellent communication skills, learn fast, are proactive, you are a natural leader and have strong attention to detail. You understand that delivering a consistent experience in all success, support, & training initiatives goes a long way in creating trust.
As a Senior Customer Success Manager, you will be reporting to the VP of Customer Success, you will assume a leadership role in nurturing lifelong relationships with our expanding roster of global clientele. Your responsibilities will include to:
- Welcome and engage Mappedin customers at strategic and tactical levels, provide exceptional service and support, and champion on behalf of your customers to deliver a world class customer experience.
- Drive revenue from the customer base by increasing adoption, ensuring retention and increasing satisfaction of Mappedin suite of products.
- Define & deliver effective onboarding programs, coaching customers to become experts and Mappedin advocates.
- Uncover, qualify and hand-over to Sales opportunities for upsell and new feature add-ons across your customer portfolio.
- Support customer retention and renewals and, as needed, work with Sales and Finance on customized renewals and forms.
- Establish Customer Success Plans, defining shared goals, so customers achieve their objectives.
- In collaboration with our Product Teams, facilitate Customer meetings to encourage client engagement and involvement in all things Mappedin, being sure to best accommodate local time zones. This may require work outside of regular working hours.
- Measure, track and analyze KPIs (key performance indicators), report progress and optimize programs through innovative practices to drive adoption.
- Proactively monitor & mitigate risks and potential for customer churn.
- You are highly interested in learning about or already have experience in:
- Customer Success strategies, knowledge, and best practices
- Project management
- Account management methodologies
- Leading & managing key stakeholder relationships
- Training & Onboarding strategies
- Experience working with CAD files, floor plans, and 3D software an asset
- Illustrator / Design experience an asset
Nice to have
- Extra points if you speak any of the following languages: French, Spanish, Portuguese, Mandarin, Japanese