Do you take pride in building expertise and then using that to help others achieve their own success? Are you excited to use a combination of business insights and technical knowledge to drive business value growth for your customers? Do you enjoy showing people how you can make their jobs easier and more successful with your software? We are looking for the ‘best of the best’ to grow our Customer Success team. If you are confident, with the ability to engage customers with enthusiasm, coupled with proven experience in a technical domain, we want to hear from you. In this role, you will partner with customers to help them achieve a declared state of success with their software solution. You will do so by leveraging prescriptive success plans, your own product expertise and a deep understanding of the customers business to provide confident, expert-driven leadership to your assigned customers.
Basic Requirements
• 3+ years experience in the Enterprise Software industry
• 2+ years in a Customer Success role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
• A university degree or equivalent experience, ideally in a technical discipline.
• Proven track record in managing 30+ customers simultaneously and building customer relationships with both business and technical stakeholders
• Increasing levels of customer interaction and responsibility for driving customer retention and/or growth outcomes with customers.
• Experience in customer-facing roles including support, project management, presales, professional services, training or consulting, preferably in a technical domain.
• Passion for customer success and experience of achieving customer satisfaction with existing products.
• Ability to articulate technical concepts and understand business drivers.• Self-motivated, self-starter and able to work successfully in a 100% virtual environment.
• Excellent written and verbal English communication skills.
At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. Cority is revolutionizing our industry by putting customer success at the heart of our business. We are currently looking for a dynamic and motivated individual to join the Cority team. Reporting to the Director, Customer Success and Support, the Customer Success Manager is responsible for the customer’s overall health, managing the customer success journey and fostering ongoing adoption. This role creates value for the client through the ability to build productive relationships, identify business needs and solve customer problems.
QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:
• 3-5 years of Customer Success Management / Account Management experience at B2B SaaS company.
• Strong client-facing skills including communication skills, expectation management, information management and presentation skills.
• Strong problem-solving skills and ability to be resourceful when assisting customers.
• High attention to detail and organization skills. Willing to juggle many things at once and prioritize effectively.
• Take ownership over his/her work and customers and be accountable for their success.
• Creative problem solver who can think strategically on the fly.
• Able to build rapport with customers, drive them towards desired actions, and challenge them when appropriate.
• Ability to quickly learn new solutions and technology.
• Proven track record of working in a fast paced, agile work environment will be given preference.
• Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.).
• Travel to client sites and other meetings as required