Client Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish and nurture trusted relationships with clients throughout their journey.

• Serve as a strategic consultant to assist clients in setting objectives, defining KPIs, and attaining measurable results utilizing Symplicity and Orbis solutions.

• Aid in the onboarding, implementation, adoption, and enhancement of products and services.

• Conduct discovery workshops and client meetings to gain insights into challenges, workflows, goals, and requirements.

• Convert client business needs into actionable recommendations and align solution capabilities with client objectives.

• Offer guidance and frontline support for product inquiries, challenges, and workflow issues.

• Assist clients in embracing new product features, functionalities, and best practices.

• Explain technical concepts to stakeholders without a technical background.

• Collaborate with Product, Development, Support, Implementation, and internal teams regarding client feedback and requirements.

• Spot opportunities to enhance product usability, functionality, adoption, and overall customer experience.

• Proactively identify clients at risk and develop strategies for engagement and satisfaction.

• Recognize upsell and cross-sell opportunities and work in conjunction with Account Executives.

• Create client success stories, case studies, references, and initiatives for customer advocacy.

• Promote engagement through webinars, roadshows, training sessions, community initiatives, and feedback gatherings.

• Enhance knowledge bases, customer resources, training materials, and support documentation.

• Contribute to the development of a customer community.

• Collaborate with Billing to address issues related to billing, invoices, and sales quotes.

• Maintain proactive communication with clients and internal stakeholders.

• Independently manage priorities and strive to improve processes and customer outcomes.

• Travel occasionally for client meetings, onsite training, conferences, and other business-related activities.

• Execute other assigned duties.

⛳️ Requirements

• Bachelor's degree, college diploma, or equivalent professional experience.

• Background in Customer Success, Client Management, Account Management, Product Support, Implementation, Onboarding, or a comparable customer-facing role.

• Experience in a software or SaaS environment is highly preferred.

• Familiarity with post-secondary institutions, universities, colleges, or the higher education sector is considered a significant advantage.

• Strong digital literacy and a readiness to learn new technologies and software platforms.

• Capability to comprehend data, workflows, and technology and their effects on business and customer operations.

• Proficiency in understanding and conveying technical concepts to non-technical audiences.

• Excellent analytical and problem-solving abilities.

• Outstanding verbal and written communication skills.

• Strong relationship-building and interpersonal skills.

• Customer-centric mindset.

• Highly organized, detail-oriented, self-driven, and adept at managing multiple priorities.

• Flexible and collaborative in cross-functional teamwork.

• Ability to work independently while also contributing effectively as part of a team.

• Comfortable working in a fast-paced setting and meeting deadlines.

• Willingness to travel occasionally for client meetings, training, and conferences.

• Experience with databases, data analysis, SaaS platforms, or other technological solutions is an advantage.

• Proficient in professional communication in both English and French.

🏝️ Benefits

• A collaborative and supportive workplace culture.

• Initiatives focused on employee wellbeing.

• Opportunities for professional development.

• Engagement opportunities within the community.

• Team engagement initiatives.

• Flexibility to choose between remote work or working from the Hamilton office.

• Opportunities for in-person collaboration and team bonding.