Customer Success Manager Job at Alida (Toronto)

Job Description

As Alida’s Customer Success Manager, you champion the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). If you’re a researcher by heart and are looking for a change in the tech and customer success world, this may be the opportunity for you.

Job Responsibility

Develop and manage value-based relationships with roughly 10-20 customers
Maintain a real time understanding of your customers and their adoption of our platform
Develop and maintain, in collaboration with your customers, Success Plans/Value Realization Plans as the blueprint for achieving the customers objectives
Perform regular (weekly, monthly and/or quarterly) reviews with customers on goals, challenges, insights and opportunities.
Uncover risk, or latent or unexpressed needs by leading discovery sessions, asking probing questions and defining a long term account plan for growth.
Identify opportunities to cross-sell and upsell customers on additional solutions
Identify new leads to grow outside of your day to day contact and create new relationships with new stakeholders or individual business units
Inspire your customers to think strategically about how our platform can support their business needs
Understand the customer organization and how our solutions can support them build stronger engagement and intelligence with their customers
Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
Provide superior service and support that delights our customers
Proactively look for risk indicators and get ahead of potential issues.
Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
Work in unison with other Alida teams (sales, support, services, etc.) to deliver a world class customer experience
Champion on behalf of your customers for improvements and advancement of our solutions
Identify customer adoption challenges, business and relationship risks and other indicators of churn risk
Develop and manage remediation plans to alleviate customer challenges
Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
Drive and manage renewals within your book of business
Analyze customer data and industry research to identify insights and opportunities for customer growth opportunities, customer journey and product experiences
Contribute to the development of thought leadership content, utilizing research expertise to provide valuable perspectives on customer experience and customer journey

Requirements

Post-secondary educational degree
Minimum 4 years of experience in a fast-growing company in research, insights, or consulting, with a proven ability to translate findings into meaningful business impact
Demonstrated exposure to client engagement, solutioning, and cross-functional collaboration
experience in SaaS is a plus but not required
Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
Ability to manage and be accountable for your book of business
Excellent time management, organizational, and problem-solving skills
Strong initiative and drive to innovate
Ability to sell ideas and concepts
An ability to inspire others and lead with grace
Excellent written and verbal communication skills with strong attention to detail
Professional (even dynamic) presence, presentation and public speaking skills.
Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
Strong aptitude and passion for technology and ability/desire to learn new software
Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
A team player who likes to collaborate with others
Added value: Customer Experience and/or Insights background
experience setting up new programs for customer audiences
Demonstrated ability to conduct research, synthesize information, and present findings effectively
Familiarity with research methodologies and data analysis techniques
Experience with market research, user research, or business intelligence tools and technique

Nice to have

Customer Experience and/or Insights background
experience setting up new programs for customer audiences
Demonstrated ability to conduct research, synthesize information, and present findings effectively
Familiarity with research methodologies and data analysis techniques
Experience with market research, user research, or business intelligence tools and technique

What we offer

Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.
Unlimited Vacation
Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.

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