Customer Success Manager

Customer Success Montreal, QC


Description

About Us

Big Bang is a consulting firm that helps organizations optimize and streamline processes through planning digital strategy, deploying business solutions, and creating organizational alignment. Our purpose is to create tangible value for our customers by streamlining business systems, connecting information between systems, aligning strategy with technology, and providing support to develop organizational expertise. Our vision is for all people, in every organization, to have direct access to the information that enables them to do their best work anywhere and every day. With headquarters in Montreal, Canada, and offices in France, Mauritius, Toronto and the United States, we aim to serve enterprises of all sizes and industries worldwide.

Role

Reporting to the Director of Customer Success, the Customer Success Manager (CSM) serves as the primary point of contact for client success and retention, and facilitates communication and collaboration of delivery and professional service teams, ensuring proper players are involved while keeping the customer success in mind. The CSEM is responsible for optimizing the sales & post-sale customer experience and relationship, and will act as a trusted advisor to ensure satisfaction. As a Customer Success & Excellence Manager, you also will focus on talent development and capital improvement by aligning career development plans, enforcing all needs related to project and management skills, and establishing plans to improve the quality of all the deliverables.

Primary Responsibilities

Customer Excellence Management

  • Drive customer satisfaction and take ownership of the customer journey
  • Own the engagement, retention, and growth of the customers by building and nurturing relationships and ensuring the success of strategies.
  • Understand client outcomes and manage client expectations by communicating with clients, analyzing client metrics, and gathering other feedback to ensure activity and engagement levels are kept high
  • Maintain complete understanding of client priorities and ensure all deliverables align to overall strategic direction
  • Ensure client satisfaction with solid relationship building, strong operational excellence, and proactive and clear communication
  • Design and execute customer success plans to ensure our customer objectives are truly met and successful
  • Lead customer's onboarding, adoption, and expansion across our range of products
  • Work closely with all departments to ensure proper client experience, retention and satisfaction

Change Management & Escalation

  • Escalate problems to the relevant teams and follow through on the resolutions to ensure they are delivered
  • Ensure customer needs and challenges are communicated and understood by directors and teams
  • Support and respond to any red flags or critical challenges
  • Proactively identify customers that are at risk, approaching the end of their contracts, or dissatisfied and engage all available resources to resolve issues necessary to ensure client retention

Talent Development & Intellectual Capital Management

  • Support and assist in the alignment of career development plans within the project management team
  • Enforce all needs related to project and management skills
  • Work closely with other departmental Directors to align staff performance  
  • Establish plans to improve quality of deliverables, skills, and discounts of the PS Department
  • Contribute and support the eventual the Big Bang 360 Leadership Program 

Project Management

  • Work closely with the project management team in order to maintain a continuous knowledge of project status and proactively identify potential issues and opportunities
  • Ensure the customer success plans are followed and executed
  • Ensure proper follow-ups of detailed end-to-end schedules, which align with project plans and key client milestones
  • S’assurer que le customer journey est respecté, atteindre les bons milestones dans la livraison du projet
  • S’assurer que le success plan avec le client soit respecté
  • Key Driver in the PM practice

Specific Requirements

  • Bachelor's degree in computer engineering or software, computer science or equivalent discipline
  • At least 5-10 years experience in a similar role (a must have)
  • Excellent communicator / Keen aptitude for communication and interpersonal relations
  • Excellent documentation skills
  • Fluent in both English and French
  • Mastery of business process concepts (a must have)
  • Experience in the field of computer science (a must have)
  • Proven ability to multi-task while simultaneously demonstrating initiative and creativity
  • Proven ability to analyze customer metrics and KPIs
  • Ability to lead and manage project teams
  • Experience with at least one ERP, CRM and/or e-commerce software

Core Competencies

  • Can-do attitude that is persuasive, motivating and encouraging to those around her/him
  • Strong capacity to learn quickly, efficiently and effectively
  • Ability to establish and maintain relationships with internal and external stakeholders
  • High level of resilience
  • Team player (intra-departmental collaboration)
  • Self motivated
  • Customer oriented
  • Team management skills
  • Challenge efficiently the status-quo and comfortable behaviors patterns
  • Ability to question 

Travelling: 25% of the time