Customer Success Manager

Customer Success Montreal, QC


Description

Why this role is important and very challenging

Reporting to the Director of Customer Success, the Customer Success Manager (CSM) serves as the primary point of contact for client success and retention.The CSM facilitates communication and collaboration of delivery and professional service teams, ensuring proper players are involved while keeping the customer success in mind. The CSM is responsible for optimizing the sales & post-sale customer experience and relationship. Finally, he.she is a change agent and voice of the customer at Big Bang. The CSM will act as a trusted advisor to ensure satisfaction and promote solutions.  

To better understand you will act :

As a Mediator, a facilitator understanding the client's ecosystem and how to optimize it and make it evolve. Understand and popularize technicality without necessarily being technical, so curiosity for computer systems and resourcefulness are essential. 

This person wants to understand why it works the way it does, the pros and cons of the cloud solutions used and explain them.

What the CSM at Big Bang is NOT: 

He is not there to close deals, nor to maintain short term relationships, but long term relationships with clients. We are not looking for a salesperson (hunter) - we are looking for a farmer.

You are the person we are looking for if you

  • Have at least 3-5 years experience in a similar role
  • Are an excellent communicator and establish and maintain long-lasting interpersonal relationships with a can-do attitude that is persuasive, motivating and encouraging to those around you
  • Master the business process concepts
  • Have proven ability to multi-task while simultaneously demonstrating initiative and creativity with strong capacity to learn quickly, efficiently, and effectively
  • Are customer metrics and KPIs oriented working in team and in collaboration with others departments to build the different dashboards   
  • Have experience leading and managing project teams
  • High level of resilience and self-motivated
  • Challenge efficiently the status-quo and comfortable behaviors patterns
  • Ability to question
  • Have experience with at least one ERP, CRM and/or e-commerce software
  • Are fluent in both English and French
  • Have a bachelor's degree in computer engineering or software, computer science or equivalent discipline


Why you would love to join our team

  • Agile team environment
  • Direct colleagues, clear objectives, concrete results, relevant and effective exchanges, without pretensions or ego
  • Possibility to travel (#BigBang Nation)
  • Safe space, safe environment, no micro-management
  • Collaborative approach with managers 


Primary Responsibilities

Customer Management

  • Drive customer satisfaction and take ownership of the customer journey. Collaboration with other departments (BDR, Customer solution, PS), to ensure proper client experience, retention and satisfaction clients)
  • 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
  • Ensure client satisfaction with solid relationship building, strong operational excellence, and proactive and clear communication
  • Participate in designing and executing 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

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
  • 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

Ensure collaboration across-departments

  • 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.

What we offer to help you blossom 

  • Welcome kit (when you join the team)
  • Modern-opened work environment and flexible dress code
  • Flexible workplace (Remote work & work-life balance schedule)
  • Free in-office snacks and beverages (including coffee… a lot of coffee)
  • Happy hours and social events monthly
  • Wellness initiatives and activities
  • Employee recognition on the awards wall (“Wall of Fame”), social media features, milestone celebrations, and internal communication highlights
  • Tuition and training reimbursement
  • Birthday day-off
  • Volunteering day and team building
  • The opportunity to grow Big Bang from the inside.
  • Referral Program : Once the candidate you referred, successfully completes ...

More perks here


Travelling: 10% of the time