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Sr. Customer Success Manager, EZRA
Description
Job Role: Senior Customer Success Manager, Enterprise
Location: Toronto Canada (Hybrid - 3 days in office)
Who we are:
Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.
At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family.
We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.
The Role:
As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for a Senior Customer Success Manager, Enterprise reporting directly to the regional Enterprise Customer Success Lead.
The focus of this role will be to work hand-in-hand with our largest Enterprise clients to oversee post-launch customer success deliverables to provide a best-in-class service to EZRA's valued customers.
This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.
What You'll Do
Client Management
- Proactively manage a portfolio of Enterprise clients in the post-implementation phase
- Work in collaboration with the Implementation Manager and BD to understand each clients' needs and priorities to optimize the reporting provided
- Key point of contact for all program and delivery related questions for program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through program delivery
- Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Ensure coaches are kept up-to-date on any updates to the program or within the client organization
- Daily use of EZRA project management tool to support the ongoing delivery of programs
- Monthly program health checks, sharing successes and/or raising concerns to the BD to determine together how best to support the client
- Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
Reporting and insights
- Ensure strong understanding of client objectives and success metrics from Implementation Manager and BD
- Align monthly reporting to show client progress towards achieving objectives
- Regularly align with BD on approach to reporting calls to ensure client needs are met and BD is able to build towards the next opportunity
- For clients with a Solution Lead assigned, collaborate at key reporting milestones to generate coach and data insights
- When a Solution Lead has not been assigned to a client, lead on generating coach and data insights
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Additional responsibilities
- Provide mentoring to Customer Success Managers
- Help EZRA evolve existing and new processes that will enhance the client and participant experience
The CSM may be required to perform other duties as assigned by management, outside of their normal scope of work.
About you
- 6+ years of Customer Success or related corporate experience
- Experienced client relationship manager with proven experience in a customer success role
- Experience working with large Enterprise clients
- 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
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.