Customer Success Manager (Le Gestionnaire de la réussite client)

at  Intrado

JOB DESCRIPTION

For this opening we will consider candidates from the following locations: ,QC,Canada |

ABOUT US:

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events.
Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.

POSITION OVERVIEW:

The Customer Success Manager is responsible for applying technical principles, theory, and thought leadership to our customers, bringing visibility into the connectivity and inter-dependencies between workstreams and teams. The Customer Success Manager is also the liaison into the business function and responsible for providing executive updates and reports, that include creating a roadmap of the overall success of the customer.
Customer Success Managers are able to function independently with little guidance, contribute to the overall account strategy, and ensure alignment to the company’s strategic roadmap.

EXPERIENCE:

• 5+ years program or customer relationship experience preferably in SAAS (software as a service) company or related industry experience required
• 1+ years program management experience preferred
• Participation in on call rotation schedule for events and incidents required
• Demonstrated ability to balance multiple priorities and deadlines
• Basic knowledge of MS Word, PowerPoint, Excel, Outlook required
• Travel (both local and international to USA) required, as needed

Education:

• Bachelor’s degree from an accredited college or university with major course work in business, engineering, computer science, liberal arts, or a related field required
• Equivalent work experience in a similar position may be substituted for educational requirement

• Be the customers’ guide through the post-sales journey, and advocate in influencing the Intrado offering roadmap and improvements.
• Lead our customer’s onboarding, adoption, relationship expansion, and renewal experience motions.
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, partners/resellers, and Executive Sponsors.
• Establish strong relationships with customers, speaking on a frequent cadence to reinforce those relationships while uncovering new service opportunities for the account team.
• Proactively monitor key performance metrics like NPS, customer satisfaction, adoption, and customer engagement level.
• Proactively engage Support and Engineering to monitor and resolve complex technical issues.
• Manage risks and issues and take corrective measurements including escalating to the business owner and executive team.
• Deliver Business Reviews in conjunction with the Account Team.
• Work closely with key leadership in the Sales, Marketing, Support, Product, and Legal organizations.
• Perform other duties and projects as assigned.

Education:

• Bachelor’s degree from an accredited college or university with major course work in business, engineering, computer science, liberal arts, or a related field required
• Equivalent work experience in a similar position may be substituted for educational requirements