Represent ‘the voice of the customer’ within CMiC, staying attuned to their satisfaction levels and expectations for success while keeping CMiC management informed of any changes and longer-term trends based on: deployment milestones, adoption and usage of CMiC products, opportunities for expansion, threats, and their relationship with CMiC.
Implement strategies for retention, including onboarding support, engagement management, communications, and business reviews, driving the contract renewal process and identifying expansion opportunities. Understand their business needs, formulate recommendations, and deliver value by leveraging reports, tools, and internal cross-functional team members to drive critical business insights.
Establish collaborative relationships with key customer contacts and executives to act as a trusted advisor and advocate for customers - understanding their business requirements and providing meaningful insights to drive desired outcomes and overall satisfaction to the customer.
Collaborate with internal cross-functional teams to ensure a smooth customer journey from onboarding to post go-live support to renewals. Partner with various internal sales and service delivery teams to provide seamless transitions in hand-offs between Sales, Implementation and Support at key milestones.
Act as the initial point of escalation to assess and identify potential solutions, collaborating with Account Managers, the Director of Customer Success, and other cross-functional roles to resolve customer issues. Facilitate discussions and drive communications with the customer on the path forward to resolution.
Secure customer references and help drive participation in marketing programs, such as press releases, case studies, video testimonials and attendance at CMiC’s annual customer conference (‘CONNECT’) as well as regional prospecting events.
Identify and propose innovations and improvements to customer management processes

Requirements

Must hold valid documentation that allows you to travel to the United States for work purposes without any restrictions
Bachelor’s degree or college diploma (Business, Marketing, Engineering, Math, Science a plus). Master’s degree/MBA a plus.
A minimum of 2+ years of experience is required to be eligible for this position.
Proven experience in customer success, account management, or related fields, with a track record of driving customer retention and revenue expansion with existing accounts - maintaining customer retention rates of >94%
Ability, desire and commitment to quickly learn and understand the key components of the CMiC construction management platform. This ‘foundational product knowledge’ will be essential for establishing credibility with customers and users.
Excellent service-driven, customer-focused skills
Experienced working with customer management systems – e.g., CRM (Salesforce Sales Cloud), customer support (Salesforce Service Cloud) and marketing automation (HubSpot)
Proven skills to extract from customer management systems the relevant data, analyze it and formulate recommendation for customer strategies, programs and communications. Tangible examples of situations where sound, accurate and fact-driven recommendations have been made
Proven ability to collaborate with cross-functional teams to deliver optimal customer experience
Experience with successfully managing contract renewals that drive monthly recurring revenue
Demonstrated ability to develop strong working relationships at both executive and staff levels within customer organizations
Excellent oral, written and interpersonal communication skills
Exceptional troubleshooting, problem-solving and analytical abilities
Strong time management skills and attention to detail

Benefits

Competitive benefits Package (including Health & Dental benefits)
Paid vacation and personal days
Townhall meetings where all employees are encouraged to participate in open discussions
Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
Outdoor lunch space, including picnic tables
An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
Health and Wellness focus including virtual yoga classes and wellness webinars
RRSP Matching Program after 2 years of employment
Experience in a rapidly growing, socially responsible corporation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer successaccount managementcustomer retentionrevenue expansiondata analysiscontract renewalstroubleshootingproblem-solvinganalytical abilitiesfoundational product knowledge

Soft skills

customer-focusedcollaborationrelationship buildingcommunicationtime managementattention to detailservice-drivenadaptabilityproblem resolutionstrategic thinking

Certifications

Bachelor’s degreeMaster’s degreeMBA