Senior Customer Success Manager - Alida, Vancouver, BC Sales, Business Dev, Other Jobs

As our Senior Customer Success Manager, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will empower and support our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.

Job Responsibilities:

Account management

Develop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content.
With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model.
Maintain a real time understanding of your customers and their adoption of our platform
Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth.
Identify expansion opportunities
Identify opportunities to cross-sell and upsell customers on additional solutions
Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business units
Be the leading advocate for our solutions within the customer organization
Inspire your customers to think strategically about how our platform can support their business needs
Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
Act as key point of contact for customer relationships
Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
Provide exemplary service and support that delights our customers
Proactively look for risk indicators and get ahead of potential issues.
Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
Be the leading customer advocate within Alida
Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
Champion on behalf of your customers for improvements and advancement of our solutions
Identify customer adoption challenges, CSAT risks and other indicators of churn risk
Develop and manage remediation plans to alleviate customer challenges
Thought Leader on CS internally and externally in the organization
Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
Develop assets that assist with customer enablement (blogs, video’s, best practices, etc.)
Desired Skills and Experiences
Post-secondary educational degree
An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
Post sales software experience as a CSM or Account Manager is highly desirable
Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
Ability to manage and be accountable for your book of business
Excellent time management, organizational, and problem-solving skills
Strong initiative and drive to innovate
Ability to sell ideas and concepts
An ability to inspire others and lead with grace
Excellent written and verbal communication skills with strong attention to detail
Professional (even dynamic) presence, presentation and public speaking skills.
Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
Strong aptitude and passion for technology and ability/desire to learn new software
Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
A team player who likes to collaborate with others
Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences
**The typical salary range for this position is $110,000-$120,000 year.**