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Customer Success Lead

Montreal,†Quebec †-†Permanent

Job Description

Our Client is looking for an experienced leader to bring their customer success teams and programs to the next level. If you have a talent for inspiring and engaging customers as well as your colleagues then this may well be the job for you.

The role involves:

●Applied structured methodology and lead change management activities
●Access change impact and support the design of training required to ensure adoption across organization
●Leading Customer Success, Technical Support and (Learning Experience) Advocacy teams to improve key Customer Success outcomes such as improved turnaround time, renewal rates, revenue increase through up-selling and cross-selling, and reducing churn.
●Improving the customer experience and ensuring greater impact to overall sales and advocacy through executing a well-crafted support strategy
●Improve customer experience through continuous improvement in processes, internal communications and workflows
●Leading new business growth initiatives based on targeted customer analysis, and well-developed customer advocacy initiatives.
●Influencing future lifetime value through higher product adoption, increased customer satisfaction and overall health scores
●Defining and optimizing the customer journey to ensure active listening and appropriate intervention touch-points. Collaborating closely with others to ensure a company-wide customer feedback loop.
●Defining segmentation of the customer base and supporting the implementation of related strategies
●Managing and improving Customer Success on-boarding activities
●Building and leading creative and highly motivated teams and fostering a culture of Customer Success
●Aligning and collaborating with internal teams and partners, including Marketing, Product, Sales, Finance and the executive team.
●Build infrastructure of support for every customerís questions and concerns
●Provide valuable input for Product Owners via voice of customers

Must Have Skills:

The ideal candidate:

●Has an impressive track-record in leading Customer Success (Post delivery) teams and developing sound practices within a customer-facing organization in the SaaS sector. Is adept at both driving sales efforts and post-sale activities.
●Is a highly influential communicator and negotiator, and is brilliant at consensus-building, both with customers as well as within the organization
●Is capable of understanding complex customer challenges and responding with unrelenting empathy and realism, coupled with a passion for driving revenue and growth
●Knows the value drivers in recurring revenue business models and has experience of implementing effective customer success practices in organisations
●Is both analytical and process-oriented, with a passion for continuous learning and improvement
●Is an enthusiastic and creative leader capable of inspiring others
●Has a solid understanding of how people go through changes and the change processes and has experience and knowledge of using change management principles, methodologies and tools
●Used to working in ambiguous situations and combines flexibility and adaptability with an organized nature using planning strategy and tactics
●Has an acute business acumen and understanding of organizational issues and challenges

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