Customer Success Manager

• Own a Book of Business: Serve as the trusted advisor for your portfolio of high touch accounts.
• Drive Seamless Onboarding: Partner closely with Sales and project management teams to onboard new customers.
• Lead Strategic Conversations: Conduct Quarterly Business Reviews (QBRs) with customers.
• Maximize Retention & Growth: Monitor health signals to drive retention, upsell, and advocacy within your accounts.
• Manage Escalations with Care: Respond to client issues and maintain trust.
• Track Product Engagement: Monitor adoption trends and user behavior.
• Deliver Exceptional Service: Turn satisfied customers into loyal advocates.
• Build Industry Expertise: Continuously grow your understanding of industry verticals.
• Create & Share Best Practices: Develop and maintain playbooks for different industries.
• Strengthen Customer Networks: Engage champions across your customer base.

Implementation Specialist

• Understand the connections between the EHSQ suites in Cority and can demonstrate knowledge effectively to clients.
• Have a keen understanding of how and why clients would use Cority software.
• Instill confidence in clients and build meaningful trust relationships both internally and externally.
• Demonstrate project budget awareness, responsiveness, and professionalism.
• Update timesheets and project bookings daily and submit timesheets for approval at the end of each week.
• Actively participate in the Cority PS Peer Training program.
• Work closely with the Project Management, Implementation Consultants, and Technical Consultants to form a cohesive project team.
• Interact with and support other departments (including, but not limited to, Sales, Customer Success, Customer Support, Engineering, Product).
• Establish a plan for management of the project implementation including intervention where timeline milestones are being delayed or missed.
• Work predominantly remotely with some travel expected.

Implementation Consultant I – Safety

• Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

Customer Success Manager – CSM

• Own the onboarding: architect and execute implementation project plans for multiple concurrent client accounts.
• Build the infrastructure: complete client shell configurations and create custom dashboards within our Prism HRIS.
• Consult & problem-solve: analyze clients' payroll, HR, and benefit needs to recommend and implement tailored software solutions.
• Bridge the gap: run initial client payrolls, provide software training, and act as the primary liaison between sales, internal stakeholders, and the client.
• Track milestones: maintain real-time accurate data within our CRM (Client Space) to guarantee a seamless transition to the regular service model.

Client Implementation Specialist

Product Adoption Specialist

• Act as a key point of contact for law firms adopting LEAP’s AI solutions, guiding them from initial onboarding through to long-term success and meaningful usage.
• Lead training sessions and hands-on enablement to ensure firms are confident in using our AI tools, helping them integrate these capabilities into their day-to-day workflows.
• Drive adoption by identifying opportunities to deepen usage, introducing new features, and supporting firms in getting the most value from LEAP’s AI capabilities.
• Build strong, trusted relationships with clients by understanding their needs, workflows, and challenges while positioning yourself as a go-to advisor on how to best leverage our technology.
• Gather and translate client feedback into clear, actionable insights, working closely with Product, Development, and other internal teams to inform ongoing enhancements and innovation.
• Monitor engagement and usage trends to proactively identify risks or opportunities, ensuring clients remain successful and continue to see value in the platform.
• Support growth initiatives by uncovering opportunities to expand usage of LEAP’s solutions across firms and practice areas.
• Collaborate cross-functionally to refine training materials, onboarding processes, and adoption strategies as our AI offerings evolve.

AI Adoption Specialist

• Maximize retention and identify growth opportunities with your account portfolio
• Manage the overall post-sales account success (technical, commercial) with the support of the Boomi teams (Product, Services, Support)
• Understanding of customer requirements and drive internally (enhancements, fixes) to accelerate and remove barriers to customer adoption and growth
• Identify opportunities for expansion associated with their adoption of the Boomi product portfolio and collaborate with internal stakeholders (account, product teams)
• Partner with our subscription sales makers during the sales cycle on the value of the Boomi Professional Services as part of the Success Assurance program

• Own a portfolio of high-potential creators - be their go-to partner as they launch and grow their mobile apps
• Design onboarding flows that turn early excitement into real traction (and revenue!)
• Track creator health using NRR, engagement metrics, and behavior signals - and act fast when things shift
• Get ahead of churn by proactively spotting friction and guiding creators through roadblocks
• Collaborate with Product and Marketing to bring the voice of the customer into everything we build
• Optimize lifecycle playbooks and test ways to improve customer success KPIs (NPS, LTV, renewals)

Customer Success Manager – Global Remote, SaaS

• You’ll manage ±45 premium creators - primarily US-based (so yes, EST/PST is part of your rhythm).
• Guiding a creator through refining their offer and pricing
• Reviewing funnel strategy before a launch
• Spotting early churn signals in your portfolio
• Documenting progress and revenue milestones
• Jumping on a momentum call where you challenge thinking (with care and clarity)
• Ensuring creators are leveraging new product features
• Running structured business review sessions
• Executing and refining lifecycle playbooks
• Monitoring NRR, engagement signals, and health scores
• Identifying upsell opportunities naturally through strategy
• Sharing creator feedback with Product & Marketing
• Collaborating cross-functionally on retention OKRs

Creator Success Manager – Business & Monetisation

• Lead client discovery sessions to understand current-state business processes, grant program structure, stakeholder roles, and system requirements
• Facilitate working sessions with agency staff, program managers, and technical contacts to surface configuration requirements and identify gaps
• Produce and maintain discovery documentation, requirements matrices, and process maps that serve as the foundation for configuration and training
• Deliver implementations in full alignment with Euna's Implementation Methodology, adapting approach to client complexity and maturity
• Configure client instances of Euna Grants based on documented business requirements; develop and maintain comprehensive configuration documentation
• Conduct UAT, document issues, create support tickets, and monitor resolution to closure
• Lead client trainings across a range of audiences — from end users to agency leadership — in virtual and written formats
• Proactively identify and escalate project risks to Project Management
• Participate in cross-functional activities including requirements gathering and business process modeling

Implementation Manager – ECP, Grants

• Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
• Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
• Understand customer objectives, success criteria, and operational context.
• Lead regular customer engagements, including monthly touchpoints and periodic business reviews.
• Own customer health, satisfaction, and retention outcomes for assigned accounts.
• Monitor usage, adoption, and engagement trends to ensure sustained value realization.
• Proactively identify adoption risks and coordinate mitigation plans with internal teams.
• Support renewals by ensuring strong relationships, active usage, and customer satisfaction.
• Lead or contribute to new customer implementations, including ownership of smaller‑scale implementations.
• Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
• Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
• Support customers with data migration and system migration activities.
• Support customer training to ensure successful onboarding and ongoing product usage.
• Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
• Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
• Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
• Communicate product updates, enhancements, and platform changes clearly to customers.
• Own the escalation of high‑impact and critical issues, in addition to standard ticket management (e.g., Jira).
• Coordinate cross‑functional response during escalations to ensure timely resolution.
• Track actions, dependencies, and outcomes related to escalated issues.
• Support contract requirements, including understanding commercial terms and operational implications.
• Prepare and support Pay‑per‑Use invoicing in collaboration with Finance and internal stakeholders.
• Identify potential upsell and expansion opportunities based on customer maturity and usage.
• Partner with Business Development and Sales teams by providing customer context and success insights.
• Lead or coordinate training initiatives to improve adoption and customer proficiency.
• Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
• Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
• Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.
• Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
• Track commitments, follow‑ups, customer dependencies, and key outcomes.
• Record meeting minutes and action items and ensure appropriate follow‑through.
• Contribute to customer success playbooks, standards, and continuous improvement initiatives.
• Perform other related duties as required.

Customer Success Lead

• Serve as the Solution Lead and technical SME for Microsoft Dynamics 365 CRM across North America
• Lead end-to-end CRM delivery work with internal IT teams and external implementation consultants, from discovery through go-live and stabilization
• Manage project delivery activities to keep implementation work on schedule, on budget, and aligned to scope
• Build and maintain strong relationships with business and IT stakeholders to align priorities and drive decisions
• Define and document business requirements, process flows, and future-state design for sales operations, planning, and customer engagement
• Apply functional and technical knowledge to guide solution architecture, including customization, data model decisions, and data migration strategies
• Support testing strategy and execution, including unit testing, integration testing, and UAT planning and coordination
• Develop core enablement artifacts such as training materials, process documentation, and user training support
• Drive strong governance practices to ensure solution quality, scalability, and alignment to business needs
• Provide ongoing operational support for Dynamics 365 CRM, including intake and prioritization of enhancements and issues

Dynamics 365 CRM Lead

• Support executive presentations and planning sessions for the global customer success organization
• Synthesize input from team leaders to establish priorities and prepare materials for leadership reviews
• Support executive escalations and risk management actions
• Provide structure and coordination for high-priority projects (GTM, Post-Acquisition Integration, organizational transformation)
• Drive process improvements to enhance sales efficiency and revenue realization
• Coordinate cross-functional alignment (Sales, PSO, Marketing, Product) and cross-BU sales initiatives
• Monitor key risk drivers and manage at-risk customer governance and reporting
• Lead risk mitigation forums and develop remediation action plans
• Drive process improvements to address root causes of churn risk

Senior Strategy Manager – Global Customer Success

• Leading, coaching, and developing the team — setting a high bar for quality, guiding day-to-day work, and helping people do the best work of their careers.
• Creating and managing automations & campaigns that guide customers through every stage of the journey, with a strong focus on increasing retention, loyalty, reorder rate, and customer lifetime value.
• Improving how we personalize communications across email, SMS, push, and other owned channels so every touchpoint feels relevant, timely, and effective.
• Using data and customer insights to build comprehensive segmentation to make sure the right message reaches the right audience at the right time.
• Building, optimizing, and scaling customer journeys in platforms like SFMC, Klaviyo or Braze, while continuously improving performance through testing and iteration.
• Overseeing marketing automation performance while helping build and expand other owned channels such as SMS and push notifications.
• Overseeing email design and messaging best practices.

CRM Marketing Manager

• Own and Run the Value Exchange Model
• Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
• Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
• Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
• Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
• Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies.
• Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
• Partner with Onboarding. Work hand-in-hand with Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
• Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.

• Serve as the primary point of contact for assigned customers, ensuring they feel supported, heard, and successful
• Build strong partnerships with customers to understand their business challenges and objectives, and translate them into tailored success strategies
• Lead onboarding and implementation sessions, ensuring a smooth transition and rapid adoption of our software
• Proactively plan, schedule, and lead structured customer business reviews on a monthly, quarterly, bi yearly, and yearly basis to assess outcomes, align on goals, and demonstrate value
• Monitor customer health, usage, and engagement trends to identify expansion opportunities and mitigate risks early
• Deliver ongoing training, best practices, and enablement resources to maximize customer outcomes
• Act as a strong customer advocate internally by sharing feedback, insights, and use cases with sales, product, and engineering teams
• Drive customer advocacy initiatives, including identifying and nurturing opportunities for case studies, testimonials, and references, recognizing that earning customer advocacy requires thoughtful relationship building
• Use data driven insights to clearly articulate ROI and business impact to customer stakeholders

• Align FCRM's oversight program to support development and implementation of compliance management program
• Provide leadership and expertise in compliance to OSFI guideline E13
• Review various Enterprise Regulatory Compliance Management Frameworks
• Contribute to the development of a new compliance risk assessment methodology
• Oversee the development of FCRM specific policies and procedures
• Develop communication and training for FCRM colleagues
• Oversee migration and mapping of relevant laws into TD's common data repository
• Provide strategic direction on FCRM program activities
• Ensure optimal use of resources and leverage TD’s operating model
• Mentor direct reports and minimize operational and regulatory risk

Senior Manager, FCRM RCM

• Build and maintain trusted advisor relationships with clients at all organizational levels, to drive long-term loyalty and partnership
• Conduct ongoing business reviews that measure client success and develop strategic plans to achieve client goals, including engagement optimization and solution performance monitoring
• Drive client engagement with TELUS Health EFAP and well-being solutions through innovative communication programs focused on user adoption and sustained usage
• Facilitate strategy sessions and solution optimization workshops to help clients maximize the value of their investment and identify expansion opportunities
• Collaborate with internal teams to gather client feedback, resolve issues, and advocate for product and operational improvements that enhance the overall customer experience
• Connect clients to the broader TELUS Health community through events, peer networking, and best practice sharing to amplify their success and build advocacy
• Manage the renewal process, coordinate contracting for additional services, and identify expansion opportunities to drive revenue growth

• Manage client onboarding, ensuring clients are fully supported to implement VALD systems successfully.
• Build strong relationships with clients through online methods and occasionally face-to-face.
• Identify client support needs and opportunities for growth.
• Online client presentations using Microsoft Teams.
• Regular activity tracking and reporting, using SaaS applications – HubSpot, Microsoft Suite, Email.
• Manage multiple assignments and support requests simultaneously while working independently or with other team members.

Client Success Manager

Onboarding Specialist

• Guide new T4 and T5 tier customers through the full MoeGo onboarding process from kickoff to go-live
• Conduct product walkthroughs, training sessions, and Q&A calls to drive early product adoption
• Manage a portfolio of onboarding accounts simultaneously, ensuring timely milestones and customer satisfaction
• Partner with Account Executives to ensure a smooth handoff from sales to onboarding
• Document customer configurations, progress, and outcomes in CRM and project management tools
• Identify and escalate risks or blockers that may impact the customer experience
• Contribute to the continuous improvement of onboarding playbooks, resources, and processes
• Collaborate cross-functionally with Support, Product, and Sales teams to resolve customer issues

Junior Onboarding Specialist

• End-to-End Implementation Delivery : Lead end-to-end implementation of operational initiatives, including process changes, system deployments, policy updates, and new ways of working. Develop and execute detailed implementation plans addressing scope, sequencing, resourcing, dependencies, readiness, and risk mitigation. Coordinate activities across Operations, Technology, Change Management, Training, Safety, and other enabling teams. Maintain accountability for implementation outcomes, including adoption, operational stability, and measurable performance impact. **• Operational Readiness and Adoption : Assess site and regional readiness for change and proactively identify adoption risks ahead of rollout. Partner with Change Management and Training teams to ensure communications, learning materials, and job aids to enable effective frontline adoption. Validate that new processes, tools, and workflows are practical, safe, and usable in live auctions, yards, and field environments, and ensure they are embedded into standard operating procedures and daily routines. **• Stakeholder Engagement and Field Partnership : Serve as the primary point of contact for site leaders, regional operations teams, and frontline stakeholders throughout implementation. Facilitate working sessions, site visits, pilots, and rollout activities. Gather, synthesize, and translate frontline feedback into actionable insights while balancing enterprise standardization with site-level operational realities. Build trust and influence outcomes without direct authority. **• Risk, Issue, and Dependency Management : Identify, assess, and actively manage operational, safety, schedule, and adoption of risks associated with implementation activities. Track and manage dependencies across teams and initiatives, escalate issues appropriately, and provide clear analysis and recommendations. During live rollouts, make real-time decisions to protect operational continuity, employee safety, and customer experience. **• Measurement, Reporting, and Continuous Improvement : Define and track implementation success measures such as adoption, compliance, efficiency, quality, safety, throughput, process consistency, and reduction in rework or operational variance. Provide clear, structured reporting to Operations Excellence leadership and senior stakeholders. Capture lessons learned and contribute to the development of repeatable implementation frameworks, playbooks, and best practices to strengthen organizational capability over time. **• Governance and Decision Support : Determine rollout sequencing, site-level adaptations, and implementation approaches within approved scope and governance. Make go/no-go recommendations for pilots and broader deployment and support prioritization and resourcing decisions through data-driven insight and operational judgment • Operational Excellence Capability Building : Contribute to the advancement of Operations Excellence standards by reinforcing disciplined execution, continuous improvement practices, and consistent implementation approaches across the organization. **• Other duties as assigned

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