Fresche Solutions

Customer Success Manager

Fresche Solutions

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

ITSMServiceNow

About the role

  • Support clients in adopting new products and services
  • Ensure rigorous follow-up of client relationships to guarantee smooth and sustainable progress
  • Build and maintain strong client relationships by understanding their needs, objectives, and constraints
  • Oversee and manage follow-ups related to service implementation and maintenance
  • Recommend proactive solutions and optimized support journeys to drive growth of client accounts
  • Collaborate with delivery/service teams to ensure SLA compliance and prompt resolution of escalations
  • Lead small- to medium-sized projects, including upgrades and changes
  • Develop value propositions that are mutually beneficial for clients and the company
  • Translate clients' strategic objectives into concrete execution plans that promote growth and added value
  • Review strategic objectives and make recommendations to help clients prioritize and close gaps
  • Maintain open, transparent, and trust-based communication with clients to obtain honest feedback and ensure a positive experience
  • Evaluate overall performance by defining success and retention metrics for service implementation and maintenance
  • Work with the PMO to facilitate clients' transition from onboarding to steady-state support
  • Proactively engage with clients to support key performance indicators (KPIs)

Requirements

  • Bachelor's degree in Business Administration, Communications, or a related field
  • Minimum of 5 years of relevant experience
  • Strong knowledge and understanding of Customer Success best practices
  • Excellent verbal and written communication skills
  • Experience leading Quarterly Business Reviews (QBRs) and conducting executive-level discussions
  • Good understanding of various business functions and principles (customer support, finance, operations, etc.)
  • Experience with sales tools and CRM systems
  • Proficient in Microsoft Office suite (Excel, Word, Outlook, PowerPoint)
  • Understanding of technical terminology and concepts
  • Knowledge of the IBM i environment and managed services (MSP) (an asset)
  • Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
Benefits
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Applicant Tracking System Keywords

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

Hard skills
Customer Success best practicesQuarterly Business Reviews (QBRs)KPI evaluationservice implementationmanaged services (MSP)SLA understandingITSM ticketing systemstechnical terminologybusiness functionsproject management
Soft skills
client relationship managementcommunication skillscollaborationproblem-solvingstrategic thinkingfeedback managementorganizational skillsleadershipproactive engagementvalue proposition development