Customer Success Manager Ezra

Delivery Toronto, ON


Description

Job Role: Customer Success Manager - Ezra

Reporting to: North America Zone Lead

Location: Toronto

Start Date: December 2020

Who we are

Ezra delivers the highest quality professional coaching to employees using industry leading app-based technology. We redesigned coaching for the digital age with world class technology enabling quality coaching sessions, seamless user journey and regular reporting like never before.

With 50+ years’ experience delivering world class coaching in 66 countries we’re best placed to drive the coaching revolution. In just over a year, we have grown to become the fastest growing virtual coaching solution globally, supporting many of the world's leading companies with high impact, 1:1 personalised coaching.

At Ezra we use innovative technology to achieve the greatest user experience, but the heart of the service is the quality and diversity of our 2000+ global coaching pool. 

Now, everyone can be better with a coach.

The Role

To aid our rapidly expanding growth, we are looking for a pro-active, energizing Account Manager to support client management efforts, from supporting efforts to close prospective clients to onboarding clients and managing existing accounts.

 

This is an exciting role with significant stretch opportunity, with the individual expected to play a critical role in Ezra’s current and future growth.

 

 

What you’ll do

Key Accountabilities:

      Provide effective and proactive first-level service to the Ezra prospective and existing accounts, supporting the overall retention and expansion of account relationships

      Project manage the client onboarding set-up, from close to launch date collaborating with key functions that play a role in the implementation process

      Effectively support sales, product, operational delivery and finance functions

      Oversee all reporting requirements at account level during the Ezra Program

      Key day to day relationship contact for our client stakeholders

CSM Key Activities

Sales and Operational Support

      Manage information flow between sales and delivery (bridge from sales to delivery)

      Develop a complete understanding of the contract and project requirements to ensure ease of implementation. 

      Coordination and attendance at client onboarding meetings to define key milestones and communications

      Work in partnership with our Coaching Solutions team to onboard the relevant coaches based on the client’s objectives and needs

      Host regular coach and participant training sessions in the lead up to a new program launching and post go live to extract themes and insights

      Daily use of Ezra project management tool to ensure the timely implementation of new programs

      Maximize adoption and engagement of all Ezra participants

      Provide daily support to the Ezra Team as needed

      Help Ezra evolve existing and new processes that will enhance the client and participant experience

      Execute production and delivery of client reporting needs, utilizing Ezra’s Reporting Capabilities

      Assist in the development of client-facing materials and collateral as appropriate (e.g., proposals, presentations, Annual and Quarterly Reviews)

      Stay well-versed in and be able to explain and articulate Ezra’s Product and Platform capabilities

Account Retention & Expansion

      Proactively plan and prepare for client reviews, compiling account reporting including PPT presentation and data analysis to provide data insights and trends

      Utilize key metrics to identify ways to recognize and capitalize on opportunities within assigned accounts

      Develop, foster and maintain client relationships to ensure account retention

      Participate in all aspects of Ezra sales community (training, systems, processes)

      Proficiency in SFDC and consistency in managing and updating SFDC

 

About you

      Experienced project manager with proven experience in a customer success role

      Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity

      Critical thinking skills: ability to problem solve independently and quickly

      Confident, accurate and clear communicator

      Self-starter able to operate in a high pressure, deadline driven, virtual environment

      Ability to influence others without direct authority and, at times, challenge the status quo

      Proficiency in MS Office Suite

      Knowledgeable of marketing/sales messaging principles

      Passionate about clients and participants needs

 

About LHH

The world of work is changing fast.

Profound changes at profound speed.

 

But whereas many see change as an existential threat,

a select few see it as an opportunity to make a difference.

An opportunity to deliver lifelong employability to a generation of talent in transition.

An opportunity to develop leaders, recognizing the capabilities needed for today,

while nurturing the expertise needed for the future.

And an opportunity to look beyond what’s right for a company, to what’s right for society as a whole.

 

And out of the few that see these opportunities, there are even fewer placed to actually deliver them.

At Lee Hecht Harrison, we have the scale, the expertise and the insight, not only to identify these opportunities, but to realize them.

 

Transforming workforces though career transition, talent development and strategic advisory.

Developing future skills, flexibility and foresight, delivered with a distinctly human heart.

 

We’re obsessively passionate, and quantifiably effective.

Making a difference to everyone we work with and for. And delivering it on a global scale.

 

Because opportunities aren’t there to be observed.

They’re there to be taken.

 

This is LHH.

This is Opportunity, delivered.

www.lhh.com

 

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves.  We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.