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Customer Success Manager

Toronto, Ontario

Customer Success Manager

GTA - hybrid remote

We've partnered with an exciting IoT PaaS client delivering software solutions empowering cloud-based operational performance delivery in the manufacturing space. They offer an innovative web-based solution that transforms the way their clients see, analyze and interpret data  to drive machine and process efficiency on the manufacturing plant floor.  Their cloud-based performance management solution delivers real-time visual tracking and analysis of production and automatically highlights the opportunity cost of downtime in a highly visual and intuitive reporting interface.

JOB SUMMARY 

This position provides an excellent opportunity for professional growth and to have a big impact in various areas of this rapidly expanding company. 
This position will manage the customer support aspect of their SaaS Customers to ensure they are receiving full value and benefit from their investment. The role will report to the VP Operations and will be an integral part of the Operations & Growth team.
 
Job Responsibilities: 
● Manage a team of customer support specialists in their day to day functions
● Monitor and escalate case activity to meet customer satisfaction on Time to Response & Time to Resolution 
● Manage end-to-end lifecycle of customer support issues, ensuring resources are allocated correctly according to priority levels 
● Assess support case statistics and report out on key departmental KPIs 
● Review & refresh frequency of customer cadence with each assigned CS rep, to review support dashboards, adoption, new feature releases & overall customer status
● Establishing yourself as a trusted technical advisor with customers to drive continued value of our products & services and prevent attrition 
● Work closely with Account Management and Professional services to identify opportunities for services & new product/modules  
● Provide coaching and development opportunities to the customer support reps to aid in career progression 

Required Skills: 
● Customer facing role which requires exceptional verbal, written, social, presentation, and interpersonal skills 
● Ability to remain highly organized and prioritize customer needs 
● Comfortable interacting at all levels within a customer’s organization, from the VP to production floor supervisor 
● Strong collaboration capability 
● Production monitoring, smart factory or Industry 4.0/IIOT type software experience desirable 
● Knowledge of manufacturing processes in automotive and Consumer Packaged Goods is ideal 
● Experience working with a CRM (Jira is being used)

Experience & Qualification: 
● 2-5 years experience managing a customer support team or similar role
● Prior managerial experience in a SaaS business is ideal
● Bachelor’s Degree in Engineering, Business or equivalent educational experience

How to apply?
You can apply directly to josh.morantz@talentlab.com  or on our website at www.talentlab.com. We want to thank all applicants for their interest, but only those in consideration will be contacted.

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