Systems & Software
Join the vibrant team at Systems and Software as our new Customer Success Manager, where innovation meets dedication! We’re on the hunt for a dynamic, team-spirited individual who is not just committed to excellence in customer service but also possesses sharp analytical skills and a zest for thriving in a high-energy setting.
As a pivotal part of our Support team, you’ll be harnessing industry-leading practices and processes to steer your portfolio of customers toward seamless enQuesta CIS solution delivery. Your role is much more than managing tasks—it’s about championing the success of every code deployment, amplifying customer support, and elevating customer satisfaction to new heights.
In your hands, each customer’s strategic vision and operational needs will transform into actionable, bespoke solutions. Your expertise will be the compass guiding our clients through S&S’s robust processes, ensuring their demands are not just met but exceeded. Ready to become an integral bridge between customer aspirations and reality? Let’s make success stories together!
This remote role welcomes candidates anywhere in Canada and the US.
What your impact will be:
- Manage all aspects of the customer relationship related to code deployments, delivery, and use of enQuesta solutions to maintain high levels of customer satisfaction.
- Ensure customers JIRA tickets are being prioritized, tickets are resolved by developers and proper updates are provided back to customer through Customer Advocate calls.
- Continuously develop stronger customer relationships at the customer support level and inspire customer confidence.
- Possess a comprehensive understanding of the software solution to meet/enhance customer’s business needs.
- Coordinates activities of Systems and Software departments to deliver customer requests timely and accurately for assigned customers.
- Facilitate a customer request for a new enhancement or modification to the software by assisting the customer on creating a quote ticket.
- Create presentations on enQuesta features for training materials and present at user group conferences.
- Responsible for coordinating customer training where applicable.
- Track progress for customer and support internal teams as needed for follow up.
- Assume other responsibilities as assigned by the Vice President and/or Director of Customer Success.
What your impact will be:
- Client Relationship Management: Develop and maintain strong relationships with key stakeholders at all levels of S&S.
- Product Expertise: Become a subject matter expert on enQuesta and its various modules. Be able to effectively communicate the platform’s features and capabilities to clients and provide them with insights on how to optimize its use.
- Client Training and Support: Recommend tailored training sessions to clients on enQuesta’s functionality and features. Offer ongoing support and troubleshooting assistance to address any issues or questions arising during the clients’ platform usage.
- Client Success Planning: Collaborate with clients to develop and execute strategic success plans aligned with their business objectives. Proactively identify opportunities to expand product usage and drive increased revenue.
- Client Feedback and Advocacy: Become the trusted advisor to act as the voice of the client within S&S. Gather client feedback, needs, and pain points and work with internal teams to drive continuous improvement and product enhancements.
- Performance Tracking and Reporting: Regularly track and report on key performance metrics related to client engagement, satisfaction, and retention. Use data-driven insights to enhance client success strategies.
What we are looking for:
- Experience: Minimum of 5 years of experience in Customer Service and preferred experience in enQuesta Operations with knowledge of CIS transactions, such as, billing, work orders, and credit. Experience in the Utility sector is also very helpful.
- Communication Skills: Exceptional communication and presentation skills, both verbal and written. Ability to convey complex technical concepts to non-technical stakeholders.
- Client-Focused: Demonstrated passion for client success and a client-centric approach to problem-solving.
- Analytical Thinking: Strong analytical and problem-solving skills with the ability to use data to drive decision-making.
- Relationship Building: Excellent relationship-building skills and the ability to work confidently with diverse teams and personalities at all organizational levels.
- Adaptability: Comfortable in a fast-paced, dynamic environment and able to adapt quickly to changes.
- Bachelor’s Degree: A bachelor’s degree in a relevant field is preferred, or equivalent experience.