Customer Success Manager
- 203-26 Soho Street, Toronto, ON
Ideal is an exciting technology company in Toronto that develops A.I. for HR and recruiting, generating massive efficiencies for our customers. We use machine learning to detect patterns in applicant and employee data to spot the best possible candidates for a job.
The Customer Success Manager role is the primary point of responsibility and accountability to ensure we maximize value for Ideal's customers. Reporting into the Director of Customer Success, you will act as a trusted advisor, bringing Ideal's best ideas, innovations and capabilities to the customers and matching these to the customer's business goals to drive greater business value. As the primary point of contact, you are responsible for orchestrating all customer activities.
Key responsibilities include:
Accountable for customer’s overall success with Ideal: supporting renewals, growth of Ideal's footprint, customer health and satisfaction
Strategic and consultative relationship-building
Proactive account management activities
Promote overall customer satisfaction
Drive product usage and adoption as well as working very closely on expansion
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Ideal's features and business benefits to address their needs - this includes, where appropriate, partnering with the customer to establish a roadmap to ensure business goals are achieved.
Be a customer advocate and drive innovation, best practices and process improvement back into the Ideal product
Identify risks to customers achieving their stated business goals and work with the team to build a risk mitigation / get-well plan
Solid related work experience, preferably in selling, designing and / or delivering successful consulting engagements
Strong collaboration and influencing skills are critical to the success of this role
The ability to build and maintain relationships internally and with customers
Excellent listening, presentation and communication skills at all business levels and effective interpersonal skills
The ability to partner with customers in developing their strategic direction
The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
Ideal is a diverse team that offers a competitive salary, benefits, work from home options and a fun collaborative culture