Customer Experience Manager

  • 1751 Richardson Street, Suite 5400, Montreal, Quebec, ca
  • Full-time
  • Department: ShareGate

Company Description

Conceived as an experimental lab, GSoft wants to revolutionize the world of work through its practices and products. It’s quite simple, really: we want to see organizations shift their focus back to the human factor. 

We’re using technology to challenge the status quo and make the most of what human intelligence has to offer. Through our products, we now have a direct impact on hundreds of thousands of workers around the world.

At ShareGate, we encourage IT specialists to become bonafide new technology experts by building on three main strategies, reflected in our multi-product approach. First, ShareGate Desktop: streamlining the migration and classic management to Office 365. Second, ShareGate Apricot: embracing and managing Office 365, SharePoint, Teams, etc. (Modern Workplace Management). And third, ShareGate Overcast: managing your Azure cloud consumption. 

Job Description

This role involves, among other things, being a first point of contact for our customers in order to lead them in the purchasing process. In addition to qualifying leads and making an exploratory call, CEMs will also help customers try the product, see the value of the product and become a customer. In short, it is a fundamental role. While most customers do not necessarily want to dive into a complex sales process, they have a question and if we answer them quickly, they will buy within minutes. This is part of our real-time sales approach to ensure an optimal experience and maximize lead-to-customer conversions. This role will be closely tied to our BDM, as these will help with customers who have higher expectations and less understanding of our products. We are looking for someone passionate, energetic and who wants to take on a challenge.  

Qualifications

 

  • Be the first point of contact for our future clients 

  • Understand the needs of our users, the market and our audience  

  • Have a knowledge of our products and their functionalities  

  • Ensure the distribution of qualified leads to the Business Development Manager  

  • Turn immediate opportunities into ShareGate customers  

  • Offer the best experience in real time  

  • Maintain our CRM and the information it contains  

  • Offer first level support to our potential customers  

  • Be an ambassador of the brand 

Additional Information

We are a team rooted on the optimization of the experience. The strength of ShareGate has always been to respond to our customers in a fast manner while the vast majority of them have already a good idea of the product they want to buy. However, we recently added two new products and we have to adapt.  

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