Client Success Manager
360INSIGHTS
Whitby, ON, Canada
2d ago

At 360insights, our culture is driven by a simple concept happiness. We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients.

Awarded Best Workplace in Canada by the Great Place to Work® Institute, and rocking a Net Promoter Score of 88%, 360insights is redefining the client experience, and having a ton of fun in the process!

Our Client Services team is looking for a Client Success Manager with excellent relationship-building, discovery, and communication skills, as well as an affinity for learning new software and services offerings.

The Client Success Manager provides the ongoing oversight for our valued clients, helping them to adopt and realize meaningful business goals with 360Insights platform and services.

As an individual, you should be naturally curious and analytical, and understand that personal commitment supported by the hard work of data analysis is key to keeping your customers happily invested in your organization.

Responsibilities :

What our Customers will ask of you :

  • Proactively manage and keep in mind their best interests in context of using 360Insights’ Channel Incentive platform and services.
  • Develop and execute a Client Success Plan for them, including both strategic and tactical approaches to ensuring their satisfaction and loyalty to the 360Insights brand.
  • Help them optimize 360’s offerings in their business, and broaden their return on investment.
  • Take the lead on their behalf with other 360Insights teams to make sure they are getting full benefit of their investment in 360Insights’ platform and services.
  • Recognize and help to publicize their successes with channel incentives within their organization, with other 360Insights customers, or throughout the marketplace, at their discretion.
  • Be a point of escalation for any of their issues and work with internal stakeholders to resolve in a timely fashion.
  • Be the strong advocate for their interests regarding their relationship with 360Insights and our platform and services.
  • Keep them informed of new product features and gather their feedback and advocate for them on any improvements to their overall experience.
  • What 360Insights will expect you to know :

  • Our platform and service suite - at an advanced level.
  • How to think about data in the context of modern channel marketing, program performance and Return on Investment.
  • How to build relationships - with your clients’ program administrators and decision makers; with your peers; with your organization.
  • How to manage the long-term success of both your clients and your organization.
  • How to articulate and present in a clear, concise and professional manner.
  • How to keep your cool under pressure and proactively avoid escalated customer situations.
  • How to use Salesforce for all your daily productivity
  • Qualifications :

  • Bachelor’s degree or comparable experience
  • 3-5 years of client success / client management or equivalent experience
  • Must have written and spoken proficiency in English and familiarity with other secondary languages preferred.
  • Ability to get things done with a sense of urgency.
  • Exhibit a customer-first, team-first motivation.
  • A desire to stretch your limits and take on new challenges.
  • Ability to travel 20-25% of the time.
  • Authorization to work in your country of residence for any employer.
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