Customer Engagement Manager
Top Hat
Toronto, Ontario
1d ago

Top Hat is looking for a Customer Engagement Manager who will be responsible for supporting our acquired customers in transitioning effectively from print or other digital solutions to digital textbook adoption in Top Hat.

This will be accomplished through understanding customer use cases, delivering superior customer service and value, and proactively identifying and removing risks to the customer experience.

You’ll be the voice of these customers back to the rest of the Top Hat business, and be accountable for the end-to-end lifecycle of these customers from conversion to Top Hat through to renewal

You will :

  • Be one of the first members of a new CEM team we are building out to support these customers - you’ll get to be part of building something from scratch in a strategic area of our business!
  • Be the face of Top Hat to your customers, bringing them into the digital learning family
  • Stop at nothing to advocate for your customers - you will pull in and manage cross-functional stakeholders as necessary to get the job done - no matter what it takes
  • Quickly build and then maintain ongoing relationships with decision-makers, through a combination of virtual meetings, remote customer service, and onsite visits where necessary
  • Work with the sales and editorial teams to own the set up and implementation of large, multi-stakeholder deals from the point of sale through their renewals - no detail will escape your notice, and you’ll double and triple check every item on the path to a successful course launch
  • Deliver unparalleled customer service - your customers must love working with you as much as they love using our product.
  • You will act as a true partner to our customers, and they will view you as a member of their teaching team

  • Be the voice of your customers back to Top Hat, helping us learn from the feedback and experiences they have to make informed business decisions about product and process
  • Facilitate execution on targets set by management - you’ll live and breathe our corporate M&A targets, keeping an eye on where we are and visualizing the path to success, and making sure everyone is mobilized towards that same goal
  • Identify risks that could negatively impact customers or their students before they happen and come up with a plan to mitigate them - every interaction with a customer will be about getting proactive about value and risks
  • When problems do arise, you’ll be the owner on ensuring the issue is not only resolved by leveraging whoever you need to and keeping lines of communication open to the customer, but that we repair any damage to the relationship with the customer for both the short and the long term
  • Make sure the data collected on the customer pipeline is always impeccable and up-to-date
  • About you :

  • You have a bachelor’s degree from an accredited post-secondary institution
  • 18 months+ experience in a quota-carrying customer success role
  • You know your way around a CRM, ideally Salesforce.
  • Ideally you’ve used tools like Slack and Zoom in past roles - but it’s more important that you are able to learn new technologies (including Top Hat!) quickly
  • You always have the best interest of your customers in mind. You do everything in your power to make sure that they are set up for success and using Top Hat to revolutionize how they teach and their students learn.
  • You're a smooth operator & a master communicator. You're fantastic on the phone and put professors at ease. You can also make more complex concepts a cinch to understand, and can easily explain Top Hat’s value to customers.
  • You comfortable coordinating stakeholders and working through others to get results
  • You're a doer. You're action-oriented and know how to structure your day in order to maximize your own success, and you’re always looking for ways to make your own processes more efficient.
  • You're entrepreneurial. You proactively take on tasks that are outside your core function for the good of the company and look at your area of responsibility as your business, and you act accordingly
  • You thrive in situations where you have to figure out new processes, identify learnings, and translate them into concrete action plans and processes
  • You love a good problem - you excel at identifying problems and you’re even better at solving them
  • You are proactive and take initiative - you don’t wait for someone to tell you what you should be focused on. You’re always looking for the ways in which you can add the most value
  • You're results-focused and have a solid track record of success in a quota-carrying role you reach and blow renewal targets out of the water.
  • Some of the reasons we attract great people :

  • You’ll be helping develop the strategies and processes to support the future of Top Hat’s business
  • You’ll help us forge new ground with Customer Success at Top Hat
  • You’ll get to develop your strategic accumen, customer service mindset, and leadership muscles all at the same time
  • You’ll be in a high visibility role within the company and get to contribute to cross-functional decision-making
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