Customer Success Manager
tealbook
This job is no longer accepting applications
See open jobs at tealbook.See open jobs similar to "Customer Success Manager" MaRS Discovery District.Administration
United States
Posted 6+ months ago
TealBook is seeking a highly motivated Customer Success Manager (CSM) to join our team. The CSM will be responsible for a portfolio of customers ensuring customer satisfaction, retention and growth through the delivery of exceptional customer experiences, and realized value. This role affords an opportunity to make a massive impact on the relationships we build with our clients, the internal processes we use to ensure their satisfaction, and to drive expansion in our customer base.
The Impact You Will Have
- Build and maintain relationships with key customer stakeholders, serving as the primary point of contact for their needs, issues, and concerns.
- Proactively engage with customers to understand their goals and objectives and help them achieve success with our products and services.
- Demonstrate ongoing value and return to customers through delivery of business reviews and reporting.
- Trusted customer advisor with deep domain expertise (our platform, application, data and use cases) with the ability to solve customer problems.
- Serve as the Voice of the Customer providing feedback on roadmap planning and prioritization.
- Teach clients and internal teams about the industry and how we continue to differentiate ourselves from our competitors.
- Develop compelling narratives and present them both verbally and in written form, in one-on-one and group settings and effectively articulate value.
- Establish and track key performance metrics for your portfolio of customers, providing regular updates to senior management.
- Skillfully manage renewal negotiations with effective objection handling and value-based proposals partnering with the Strategic Account Manager as appropriate/needed to drive results.
- Work cross-functionally with Implementation Specialists, Strategic Account Managers, Sales Directors and other stakeholders throughout the organization to improve the customer experience and ensure clients grow their relationship with TealBook over time.
- Drive end user adoption, stickiness and measurable ROI for all of your ‘book of business’.
- Monitor and analyze customer usage and behaviour data to identify opportunities for upselling and cross-selling where appropriate.
- Monitor customer health and document customer meetings, profile and account details as well as reports and presentation materials in ChurnZero and SalesForce CRMs.
- Improve the flow of communication between our clients and our organization to rapidly respond and resolve questions or concerns.
- Take an analytical approach and use data to drive better decisions and outcomes for our customers.
What Are We Looking For?
- You have 1-3 years in customer success, preferably in the B2B Enterprise SaaS space (or equivalent experience).
- Strong understanding of B2B customer needs, pain points, purchasing behavior and value creation (ROI).
- Excellent communication and interpersonal skills with the ability to build strong customer relationships and across our company.
- Strong analytical and problem-solving skills and the ability to effectively identify, address and resolve customer issues quickly.
- Ability to discern business and technical requirements as part of building a customer success plan with metrics that map to expectations, align stakeholders and prove ROI.
- Strategic thinker focused on developing broad-based customer goals and KPIs with ability to quickly adapt when a change in scope impacts customer sentiment/decision-making.
- Passion for delivering customer value, proactive engagement and regular contact as part of delivering an excellent customer experience.
- Experience working in a fast-paced, collaborative and dynamic environment, managing multiple projects simultaneously.
- Source-to-pay procurement expertise is helpful.
- Proactive anticipation of client needs and passionate about making clients successfulSolid skillset with Google Suite (Sheets, Slides) and Microsoft Excel.
- Track record of customer advocacy and account ownership/accountability.
Your Work Environment
- The health and safety of our employees will always be a priority at TealBook. As such, for the foreseeable future, TealBook is a remote-first workplace. You are encouraged to find a space that empowers you and that has your support group around you.
- We have an incredible office in Toronto (located at Spadina and Richmond, conveniently close to all the delicious eats) that is available to employees if they do want to come in.
About TealBook
TealBook is a big data company that offers an unparalleled Supplier Data Foundation, Supplier Intelligence Platform, and Universal Supplier Gateway. By using TealBook, our customers have the data they need to make critical decisions, resulting in empowered and transformative procurement strategies. By leveraging machine learning and AI, TealBook is introducing ease and transparency to the supply chain ecosystem.
Our team enjoys a competitive compensation package that includes health benefits, flexible work schedules, and a nurturing workplace environment. We’re located primarily in Toronto, Ontario and utilize collaborative technologies to bridge geographic gaps.
Our guiding values were decided by our team and we’re committed to living them every day. We’ve built an inclusive, transparent culture dedicated to celebrating each other. We see failures as learning opportunities, we welcome feedback and new ideas, and we set clear goals and expectations so that every team member feels empowered to succeed.
Tealwork is Teamwork - The impact we have is always greater when we work together. We bring our authentic selves, unique experiences, perspectives, and passions across teams, functions, and geographies to solve problems and deliver better results.
Trust Through Transparency - We build trust through communicating honestly, authentically, and with respect. We hold ourselves accountable, we admit to our mistakes, and we do what we say we'll do. Our success is rooted in trust through transparency.
Deliver Delight - We are all customers. We listen to needs, we challenge our ideas of what's possible and prioritize work that will drive success and build satisfaction. We constantly look for ways to differentiate ourselves and ensure interactions and experiences deliver delight.
Will to Win - Change is the only constant. We don't just believe this; we face the unknown head-on. We have the courage to challenge the status quo, continuously adapt, change, and evolve. We act with urgency, align our priorities with the company deliverables and drive decisions backed by data.
Grit - We embody two characteristics of grit: passion and perseverance. Passion comes from intrinsic interest in our craft and from a sense of purpose - the conviction that our work is meaningful and helps others. Perseverance takes the form of resilience in the face of adversity as well as unwavering commitment to continuous improvement.
TealBook is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position. Applicants need to make their requirements known when contacted.
This job is no longer accepting applications
See open jobs at tealbook.See open jobs similar to "Customer Success Manager" MaRS Discovery District.