Customer Success Manager

Position: Customer Success Manager

Location: Canada (Remote)

Job Type: 6 months initial contract with potential for extension

Hours: Monday to Friday, 9 a.m. to 5 p.m.

Our client is looking for an Customer Success Manager to join their fast-growing team! The Customer Success Manager will help support and grow their retail partners utilizing the Connect API product offering.

In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of enterprise offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.

Responsibilities

• Develop and lead the customer relationship strategy for a portfolio of Connect retail partners
• Collaborate with Business Development, Enterprise Solutions, and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the upsell/cross-sell/renewal of retail partnerships on the platform
• Be a subject matter expert of the company's Connect enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop partner-facing collateral and lead presentations to external audiences to evangelize enterprise offering, including demonstrations of the suite of enterprise products and services
• Establish a deep understanding of the company's business operations, including internal processes, functional group strategies, and competitive landscape context
• Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization
  
  
  

Requirements

• 5+ years of previous Customer Success or other relevant experience
• Prior experience should focus on enterprise and/or SaaS
• Strong project/program management skills
• Experience supporting an API-based product, or a product that features an API component
• Technical acumen to allow effective articulation of the company’s Enterprise capabilities and offerings highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Quick communication response times
• Ability to manage across functions and present to leadership
• Creative problem-solver
• Experience working with Operations teams is a plus
• Experience in e-commerce and/or Grocery is a plus
  
  
  

To apply, please forward a polished resume to Angelica Stewart at angelica.stewart@quantum.ca .

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