Manager of Customer Success
Toronto, Ontario, Canada
Client Support Operations Full-Time
Are you a leader who takes the initiative to get things done?
Are you a strong coach to employees and customers alike?
Do you go above and beyond the call of duty for your customers?
Are you a problem solver who always keeps the big picture in mind without forgetting about the details?
Are you highly organized and detail oriented?
If the answer is YES, we have an amazing opportunity for you!
Job title : Manager of Customer Success
Work type : Full time
Location : Don Mills and York Mills Rd, North York
Compensation : Competitive (salary plus performance bonus)
To support the rapid growth of our business, we are on the lookout for a strong Manager of Customer Success to lead our client facing team and own relationships with the leading nonprofits in Canada.
It required a person who has a customer-centric focus, is a strong coach and leader and can keep our team organized and on track to deliver excellent work in quick order for multiple clients at the same time. No pressure : )
About the Role
The Manager of Customer Success is responsible for maintaining positive Client Satisfaction’ scores for Globalfaces Clients across a broad spectrum of Customer Service disciplines.
The Manager drive results in the following areas;
Key Performance Indicator Analysis and Recommendations
Process and Policy enhancements
Project Management involving internal and external stakeholders
Management of Client Facing’ Resources (CSMs)
With strong performance this role has significant upward mobility within the organization to take on additional responsibility across multiple disciplines within North America.
Approximately 15% of time will require travel within Canada.
Significant customer success experience in a goal-driven environment (i.e. Account Management, Upsell / Cross selling, Demonstrated Customer Service Skills, Negotiations etc.)
Strong leadership experience, including direct people management experience
Self-motivated with an ability to thrive in a fast paced ever changing climate
Willing to work on and / or be available for ad hoc projects on evenings and weekends
Excellent verbal and written communication skills
Track record of being relationship focused
Demonstrated ability to influence people around you
Active listening skills clearly demonstrated
Able to multitask, prioritize and manage time effectively
Bachelor’s degree strongly preferred
Drive and develop team of Customer Success Managers (CSMs) to meet and exceed client expectations
Weekly one on ones with CSMs to establish goals and ensure KPIs are being hit
Develop, review and deliver monthly client update packages in person over the phone
Establish and maintain a circle of influence with clients, external vendors and internal staff
Ensure alignment of client objectives interdepartmentally
Reporting and Analytics
Review and Manage all client escalations and determine appropriate course of action
Soft sell on new business opportunities with clients to support ongoing Business Development
Build and maintain functional relationship with Field teams
Amazing company culture with a team of self-starters who are intelligent and driven to succeed
Philanthropic; we love our charity partners and everything they stand for!
Fast growth, startup environment with great opportunities to grow within the company
Free coffee and snacks!
Casual dress code (but we do like to get formal from time to time!)
If you want to be considered for this once-in-a-lifetime opportunity, then apply today!