Technical Customer Success Manager - Jobs in Canterbury, NB

Job Description

About Resolver:Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. The global pandemic has certainly taught us that the ability to manage uncertainty is the challenge of our generation. At Resolver we are transforming risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.We are ambitious in both our mission and our culture. As a scale-up, we have the innovative, non-hierarchical approach of a start-up blended with the stability and financial security of an enterprise. Resolver has been named one of Canada’s Great Places to Work five years in a row, our average tenure is 2.5 years and year over year 92% of Resolverites chose to stay with us.So, what does that really mean for you Let us share some thoughts:Hi there! I’m Margaret, the Manager of Solution Engineering at Resolver. The sales culture at Resolver is pretty fantastic. Everyone shares a mindset of working towards a greater goal as a team, working together to push deals forward. We’re a helpful and collaborative team!As a Technical Customer Success Manager, you will play a critical role in the growth of Resolver’s APAC region.Working with our APAC Account Executive on net-new opportunities and owning existing customers expansion, your primary focus is to grow our APAC business. You’ll combine consultative selling with a solutions-based approach to solving problems and building relationships while keeping our customers' business objectives in mind. You will apply product knowledge throughout the sales cycle and collaborate across all departments within Resolver to ensure our products are presented accurately and our value prop is being articulated effectively.About You:You’ve been in a related field (Sales, Solution Engineering, or Customer Success) for 2-5 years, managing a quotaYou’ve worked with cross-functional teams; specifically, with technical teams (Product, Sales, Marketing, Professional Services)You’re a go-getter with an excellent ability to manage ongoing projects simultaneouslyYou have exceptional communication skills and don't shy away from speaking publicly and presentingYou’re someone who loves to take on challenges; you work hard to understand the in’s and out’s of new products and servicesYou’re accountable for your work! You take the time to invest in research, learning, and practice to make yourself an expert in your field!Previous experience in B2B SaaS company is a bonus, extra points for work with an enterprise softwareYou’re ambitious! You’ve worked in an environment where you have high autonomy, taking the initiative to get things down.What you’ll be doing:Application of Product Knowledge (30%)Measures of success: Providing high quality demonstrations and being prepared for customer facing meetings to put Resolver in the best position to win deals.Confidently demonstrate technical presentations of Resolver products and services for customers, partners, and prospects while assisting with the development of formal sales plans and proposals for assigned opportunitiesStays abreast of new features, bugs and configuration approaches from product, apps and professional servicesPrepares demonstrations within Resolver products based on information provided and/or research to meet and exceed a customer’s requirementsGathers customer requirements and assists in preparing accurate Statement of Works/High Level Estimates to be delivered by our Professional Services teamArticulates responses to customer questions and RFP functional requirements to ensure appropriate coverage and to build confidence in our products/servicesConsultative and Conceptual Selling (30%)Measures of Success: Win Rate, Recurring Revenue, User Licenses, Gross Revenue, Lead to Opportunity Conversions, Demos and Discovery callsSales generation: you’ll up-sell and cross-sell to new and existing customer accounts while meeting customer retention targets.Building: you’ll work with Resolverites to reach customer and company goals throughout the sales cycle.You’ll encourage real and transparent conversations with customers about their needs and challenges. You’re trying to find a customer-centric solution for key business needsAccount Management (20%)Measures of Success: % Customers with Green Status, referrable customers, customer engagement, user adoptionEngage with customers in Quarterly Business Reviews to measure usage rates, product feedback and strategic initiativesKeep up to date customer information in CS management application, including contact info, account status, success plans and other important informationMaintain relationships through virtual and in-person meetingsStrategic Sales Planning (10%)Measures of Success: Building business cases, knowledge of market/industry, connecting with internal stakeholders, and working with existing customer referencesDevelop account plans for growth by combining commercial acumen with local relationships.You’re great at forming relationships – you will be the point of contact for assigned customers and will ensure they receive requested products and services quickly.You’ll collaborate with your colleagues to ensure consistent service and on-board new customers.Forecasting & Documentation (10%)Measures of Success: Forecasting accuracy, accurate and up- to-date CRM data, mapping of decision makers and stakeholders, defining a quantitative 'new reality', and call to actionForecast and track customer account metrics.Maintain records of customer transactions – you’re organized!Monitor and analyze customer’s usage of our product.What we offerWe believe diversity is important in creating solutions for our customers and Resolverites. We have a comprehensive total rewards package which includes base compensation rooted in data (internal and external equity) as well as:Health and Wellness Benefits: extended health, dental and vision care! We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.InterestedIf you want to work in a highly collaborative environment and are committed to making a difference, let's get the process rolling.We truly appreciate all interest and will happily reply to qualified candidates.Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]