Customer Success Manager

at  Maya HTT

Maya HTT is a world leading software developer and engineering solutions provider focused on CAE, CAD, CAM and PLM. A long-time partner of Siemens Digital Industries Software, Maya HTT collaborates in providing software, AI, and engineering services to help clients and partners worldwide boost performance, improve quality, drive down costs, and harness the value of their data.
As a Customer Success Manager at Maya HTT, you will play a critical role in ensuring our customers achieve their desired outcomes through the effective use of our software and services. You will be responsible for developing and implementing the Customer Success practice, fostering strong relationships with our clients, and driving continuous improvement in customer satisfaction and retention.

Key Responsibilities:

• Develop and Implement CSM Practice:
• Design and execute a comprehensive Customer Success strategy that aligns with Maya HTT’s business objectives.
• Establish best practices, processes, and tools to enhance the customer experience.
• Collaborate with cross-functional teams to ensure seamless customer onboarding, training, and support.
• Customer Relationship Management:
• Build and maintain strong, long-lasting relationships with key stakeholders.
• Act as the primary point of contact for customers, addressing their needs and concerns promptly.
• Conduct regular check-ins and business reviews to ensure customers are achieving their goals.
• Software and Services Integration:
• Understand the full suite of Maya HTT’s software solutions and services.
• Guide customers in the effective use of our software, ensuring they leverage all features and functionalities.
• Identify opportunities for upselling and cross-selling additional services and solutions.
• Customer Advocacy and Feedback:
• Serve as the voice of the customer within Maya HTT, providing feedback to product and service teams.
• Develop and implement customer feedback mechanisms to continuously improve our offerings.
• Advocate for customer needs and work to resolve any issues that arise.
• Performance Metrics and Reporting:
• Track and report on key performance indicators (KPIs) related to customer success.
• Analyze data to identify trends and areas for improvement.
• Present findings and recommendations to senior management.

Qualifications:

• Bachelor’s degree in Business, Engineering, or a related field.
• Proven experience in a Customer Success, Account Management, or similar role.
• Strong understanding of software solutions and engineering services.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proficiency in CRM software and customer success tools.

Why join Maya HTT?

• Flex Working Hours and Hybrid Work. Office downtown Montreal, 2-minute walk from Atwater Metro.
• Permanent Position and Competitive Base Salary.
• 100% Employer-Paid Benefits starting from Day One: Medical, Dental, Vision, Life, Short/Long Term disability insurances.
• Retirement Savings: Group RRSP / DPSP Plan with Employer Contributions open to join from Day One
• Career Growth Opportunities: Our flexible career paths allow you to grow, and we like to promote internally.
• Learning Opportunities: Learn from the best in the industry and develop your skills.
• Generous Time-Off Policy: We promote a Healthy Work-Life Balance with a Flexible PTO Policy, Sick/Personal Days, and a Summer Flex Schedule.
• Structured Onboarding Program: We’re invested in your success; you’ll have team members to support you and provide a wide range of assistance from Day One.
• Join an award-winning company that is recognized worldwide as an industry leader.

Our Candidate Experience Flow: HR Phone Screen - Virtual Interviews using Microsoft Teams - Job Offer
Maya HTT is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. Accommodations are available upon request for candidates taking part in all aspects of the hiring and selection process

• Develop and Implement CSM Practice:
• Design and execute a comprehensive Customer Success strategy that aligns with Maya HTT’s business objectives.
• Establish best practices, processes, and tools to enhance the customer experience.
• Collaborate with cross-functional teams to ensure seamless customer onboarding, training, and support.
• Customer Relationship Management:
• Build and maintain strong, long-lasting relationships with key stakeholders.
• Act as the primary point of contact for customers, addressing their needs and concerns promptly.
• Conduct regular check-ins and business reviews to ensure customers are achieving their goals.
• Software and Services Integration:
• Understand the full suite of Maya HTT’s software solutions and services.
• Guide customers in the effective use of our software, ensuring they leverage all features and functionalities.
• Identify opportunities for upselling and cross-selling additional services and solutions.
• Customer Advocacy and Feedback:
• Serve as the voice of the customer within Maya HTT, providing feedback to product and service teams.
• Develop and implement customer feedback mechanisms to continuously improve our offerings.
• Advocate for customer needs and work to resolve any issues that arise.
• Performance Metrics and Reporting:
• Track and report on key performance indicators (KPIs) related to customer success.
• Analyze data to identify trends and areas for improvement.
• Present findings and recommendations to senior management