Director of Customer Success

iOFFICE - Winnipeg, MB (il y a 30+ jours)

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About Us
Four Brands. One Mission.

iOFFICE, Teem, ManagerPlus and Hippo CMMS brands are one family, working together to serve thousands of organizations and their millions of employees around the world. We are creative, curious, and collaborative with a passion for inspiring the heart and soul of today’s workplace.

Director of Customer Success Job Description:
The Director of Customer Success manages a team of customer success managers and representatives to oversee all customer success activities. The lead focuses on refining our customer success processes, enforcing the use of systems, and building strong long-term relationships with our key customers. The strategic goals of the position are to hit gross and net retention targets.

Primary Responsibilities:
Professionally manage your team and help them build relationships with a portfolio of assigned accounts.

Manage renewal pipeline and provide forecast and monthly updates to the executive team on customer retention goals.

Define the key success factors for customers and build processes to help customers achieve these goals.

Design and build processes to vary engagement with customers and identify touch-points and cadences.

Identify top churn reasons, build strategies to proactively prevent attrition, and execute these strategies to yield positive results.

Develop proactive identification processes of customers at risk and execute retention plans to get them back to health.

Build and maintain strong, trusting working relationships with internal stakeholders to ensure the customer’s journey leads to success.

Collaborate with the Sales and account managers to drive upsells in Annual Recurring Revenue.

Identify critical situations with customers and escalate them to the executive team.

Drive resolution of escalated account issues in coordination with Accounts Receivable, Support, and other departments.

Gain and maintain expert knowledge of products and services.

Be the voice of the customer internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.

Manage contract-related inquiries, questions, and issues from customers and help the customer success team respond to such inquiries when needed.

Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Master's degree or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience.
Language Ability: Read, analyze, and interpret scientific and technical journals, financial reports, and legal documents. Respond to inquiries or complaints from customers, agencies, or members of the business community. Write speeches and articles for publication.
Mathematical Ability: Work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability: Define problems, collect data, establish facts, and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills: Microsoft Office.
Supervisory Responsibilities: Managers up to 10 non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Benefits

Base salary
Extended healthcare, including dental & vision
Paid time off (Vacation, Sick, Personal Days) plus paid holidays
RRSP
Subsidized gym membership
Parking allowance
Casual dress
Full-time, permanent
Flexibility between working in the office AND from home (Covid-19)

Location

Winnipeg, Manitoba, Canada

About iOFFICE

We're obsessed with helping create meaningful connections that enhance the employee experience and drive positive business outcomes. We believe our success depends upon us ‘Owning the Outcome’; always doing the right thing; being innovative and working as a team.

. . . . Our Tech. Our Team. Our World.

The iOFFICE team has an extensive history as innovators in the Space and Workplace Management Software realm. Our leaders were instrumental in founding the first-ever platform of this kind as a native SaaS offering. We were there from the very beginning but were never content with staying there. Instead, we’ve continued to advance our technology to keep pace with the ever-changing workplace landscape. Meet the dedicated leaders at the forefront of the tech revolution that marries the employee experience and operational efficiencies to create incredible, future-ready enterprises.

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