Customer Success Manager
Regis and Smith
Toronto, ON, Canada
11d ago

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.

    About You

  • 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
  • Specific Responsibilities

  • 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
  • Technology
  • Reporting and Analytics
  • Call Centre
  • 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
  • About Us

  • 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!

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