Customer Success Manager

at  Trapeze

Job Summary:
Job Description:
Who We Are
Trapeze Software Inc is part of Modaxo’s transit portfolio, and an operating group of Constellation Software Inc. We design and deploy best-in class technologies like enterprise asset management, workforce management, mobility solutions, and more for public transportation agencies. Our technology helps our customers find new ways to increase ridership, improve passenger experience, and achieve operational excellence. At Trapeze, we strive to ensure our employees succeed in all aspects of their career. Our culture provides individuals with ability and opportunity to collaborate, learn and grow. We will provide you with the resources, responsibilities, guidance, and freedom needed to be successful. Building strong and long-lasting relationships are a vital component to working with us. Join our team and be on the way to a rewarding and fulfilling career!
Job Description

Responsibilities:

• Revenue generation into select existing customers
• Research and data gathering into new markets and organizations
• Extensive prospecting (phone calls, email, LinkedIn, etc…) to grow customer relationships
• Updating our CRM tool on a daily basis
• Forecast Accuracy and reporting on opportunity progression
• Understanding the customer’s buying journey and mapping it to our internal sales stages
• Engage with clients by employing skills such as: active listening and proactive investigation
• Collaborates with the Account Team to develop and manage solution-oriented plans.
• Leads regular status meetings with the customer to review open initiatives and address any challenges impeding successful use of Trapeze solutions.
• Drives customers to execute on their short-term and long-term plans.
• Holds customers and Trapeze team members accountable to commitments.
• Asks critical questions to identify risks and find ways to expand the Trapeze footprint.
• Assists customers in identifying the benefits of potential upgrades and other services.
• Provides coaching, education, and best practices to help customers understand their organizational needs (process enhancements, or product additions).
• Promotes the use of Trapeze Customer Care programs, such as Webinars, Meet-ups, and Certification.
• Promotes User Conference attendance and assists customers in preparing personalized conference agendas.
• Identifies opportunities for customers to present success stories.
• Promotes use of online community forums for networking.

Required Skills & Education:

• 3 to 5+ years successful Customer Success Management experience.
• Bachelor’s degree in Technology, Business, Computer Science or Engineering.
• A Proven track record of building long-term customer relationships.
• Exceptional oral and written communication skills.
• Experience with incident reporting/bug reporting/call tracking systems.
• Excellent planning, organization, and prioritization skills.
• Strong technical background and fluency.
• Proven ability to lead a team to a successful resolution.
• Solid troubleshooting and analytical thinking skills.
• Demonstrated ability to execute tasks expediently in the face of daily interruptions.
• Must be proactive and capable of producing quality work with minimal supervision.
• Knowledge of Trapeze product suite and the public transit industry a plus.

What’s in it for you?
Benefits: Coverage from day one. Our plan includes Medical Coverage, Dental Care, Long Term and Short Term Disability, Parental Leave Top Up and a Wellness Program suited for many life’s needs.
Financial Perks: Employee Stock Purchase Plan (15% match on contributions), Company Bonus Plan, Referral Bonus Program, discounts for home/auto insurance, and many more.
Flexibility: Choose working hours that work best for you with our flexible hours and options to work from home.
Tuition Reimbursement: A commitment to continuous improvement and employee development through our Professional Development Program. Tuition fees and books reimbursed at a 100%. (Some restrictions may apply).
Computer Purchase Plan: upgrade your personal equipment at home with financial support from Trapeze as part of our computer purchase plan.
Office Perks: Some of the exciting things to look forward to including regular social events, complimentary drinks, team building events, munch and mingles, and a new and modern office space.
Worker Type:
Regular
Number of Openings Available:

• Revenue generation into select existing customers
• Research and data gathering into new markets and organizations
• Extensive prospecting (phone calls, email, LinkedIn, etc…) to grow customer relationships
• Updating our CRM tool on a daily basis
• Forecast Accuracy and reporting on opportunity progression
• Understanding the customer’s buying journey and mapping it to our internal sales stages
• Engage with clients by employing skills such as: active listening and proactive investigation
• Collaborates with the Account Team to develop and manage solution-oriented plans.
• Leads regular status meetings with the customer to review open initiatives and address any challenges impeding successful use of Trapeze solutions.
• Drives customers to execute on their short-term and long-term plans.
• Holds customers and Trapeze team members accountable to commitments.
• Asks critical questions to identify risks and find ways to expand the Trapeze footprint.
• Assists customers in identifying the benefits of potential upgrades and other services.
• Provides coaching, education, and best practices to help customers understand their organizational needs (process enhancements, or product additions).
• Promotes the use of Trapeze Customer Care programs, such as Webinars, Meet-ups, and Certification.
• Promotes User Conference attendance and assists customers in preparing personalized conference agendas.
• Identifies opportunities for customers to present success stories.
• Promotes use of online community forums for networking