Client Success Manager
Blackline Safety
full-time
Posted on:
Location Type: Hybrid
Location: Calgary • 🇨🇦 Canada
Visit company websiteJob Level
JuniorMid-Level
About the role
- Working in collaboration with the Vice President, Client Success, building leading, and mentoring the Client Success team, by ensuring the team remains objective and results driven.
- Oversee the retention of our customer base with the continuous coaching of our Client Success Managers
- Oversee the renewal of customers’ service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion.
- Oversee the application of sales methodologies to create, manage and close opportunities for account expansion to increase revenue from existing accounts
- Identify areas of development within the Client Success Managers and ensure that the team remains world-class.
- Coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans.
- Ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services.
- Work with the Client Success Managers to escalate internal and external concerns, by ensuring that all resources used maintain customer satisfaction.
- Ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention.
- Report on KPIs to Management
- Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required.
- Aid in documenting procedures, establish training
- Actively looks for ways to improve process efficiencies and effectiveness
- Other duties as assigned.
Requirements
- Post-Secondary education or equivalent certification in a business-related field is an asset
- 2-3 years leading a customer-facing customer support team
- Proven track record of leading and energizing a group to be successful and meet targets
- Ability to drive results in an ever-changing environment
- Ability to identify meaningful metrics for reporting and analysis of operational issues
- Clear communication, both written and verbal with strong interpersonal skills
Benefits
- Competitive salary and vacation
- Medical, dental and drug benefits
- Company stock purchase plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer account managementsales methodologiesKPI reportingprocess efficienciescontract renewal management
Soft skills
leadershipmentoringcoachingcommunicationinterpersonal skillsresults-drivenadaptability
Certifications
Post-Secondary education in business-related field