Director of Customer Success

Martyn Bassett Inc
Location
Toronto, Canada

Description

Company

This Canadian company is leading the pack to a future where virtual storefronts, E-Communities and time-sensitive delivery are a way of life. Their products combine the best of Supply Chain Management and Electronic Commerce solutions to drive customer fulfillment networks for Third-Party Logistics and Transportation, Field Services, Home Delivery, as well as the High-Tech, Electronics and Automotive industries.


Mission

Are you a PEOPLE LEADER who instills into your team a love of PRO-ACTIVE, WHITE GLOVE SERVICE for your clients?

Have you CREATED and IMPLEMENTED NEW PROCESSES and KPIs for MEASURABLE CLIENT HEALTH SCORES?

As the Leader of the Client Success Group, you will inspire a team of dedicated Customer Service Representatives to take pride in providing clients with the renowned customer support our clients have come to expect from us. You will support our client's goal of providing each of its customers with an exceptional and successful user experience.

This position will be reporting to the VP & General Manager.

Finally, the successful candidate must be a strong influencer and communicator who is comfortable working in a fast-paced work environment with frequently changing business needs.


Experience & Expertise

The successful candidate will have:

  • Proven success developing client relationships and driving a team in the software space. Clients and teammates know they can count on you to put your best foot forward even in difficult situations, support them when required, and proactively contribute ideas and solve problems.

  • Successful history in Account Management and Customer Success. You have implemented customer success processes and KPIs for a team, and can successfully leverage a client-centric approach when dealing with Upsell or Upgrade opportunities

  • A thirst for knowledge—a passion for learning and understanding of new and evolving products, technologies—as well as a desire to know just what keeps our clients up at night. You'll spend time learning about our market space, and suggest ways in which we can achieve our goal of becoming market leaders. You'll arm yourself with product knowledge, leveraging your team to fill in any gaps, while being more-than-capable of researching and troubleshooting issues on your own.

  • A passion for helping clients. You care deeply about the client's experience with our company, our products and our people

  • The ability to work independently and as part of a team. You have the experience and capability to work effectively on your own to get tasks done, while still being able to build strong internal relationships, and lead client calls without supervision

Excellent leadership skills. You'll be expected to demonstrate effective leadership by helping others succeed, in part, by putting your team, our products, and the clients who use them, above all else.


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