Customer Success Manager - Jobs in Kitchener, ON

Job Description

At Plum, our purpose is to empower everyone to realize their full potential at work. We are a Waterloo-based SaaS company that provides a talent assessment platform that strips away bias and reveals human potential to revolutionize how global enterprises hire, grow, and retain talent. With unmatched scalability, Plum powers more objective and equitable talent decisions across the employee lifecycle using the predictive power of psychometric data.As a Customer Success Manager, you will manage and deliver Plum products and services that enable our customers to realize their business objectives. Reporting to the Director of Customer Experience, you will focus on creating a best-in-class experience for our customers through effective onboarding of the Plum talent solutions, and ongoing in their customer journey. You will use your excellent project management skills and presentation skills to increase adoption of our product within the organization and leave the customers wanting more opportunities to use the data to engage their people.Plum is currently a 32-person company that is rapidly growing and moving to a remote work environment. Our ideal candidate can be in Canada or the USA and able to work Eastern Time (ET) hours.What youll do: Onboarding and Account Management

• Manage the implementation, set up, and ongoing training/support of Plum’s Tier 2 and Tier 3 accounts
• Drive retention and growth among customers by understanding their business needs and helping them succeed
• Utilize a consultative approach to understand our customers’ needs and how success is defined for each engagement to ensure a successful implementation process - become a trusted advisor
• Lead our clients through the process of implementing the platform, including stakeholder management, communications, trainings, and ensuring full-scale implementation and/or renewal
• Establish clear benchmarks and success metrics; ensure these goals are being exceeded at each phase of onboarding and ongoing
• Guide clients to develop and follow a clear change management strategy to maximize product adoption and effectively manage all stakeholders
• Meet regularly with key account stakeholders to ensure stability of relationship, identify growth opportunities, and provide support as needed
• Produce and maintain project management documents, reports, and presentations in a collaborative manner with client
• On a daily basis, coordinate and delegate cross-functionally, especially with Plum Support, Professional Services, Sales, Product, and within Customer Experience to support your accounts – effective communication and ability to work well with a team is critical
• On a weekly basis, plan out your activities/meetings to ensure you are focused on your largest opportunities
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Conduct Business Reviews at the appropriate cadence and complexity for each account
• Effectively communicate with the Plum exec/product team about what you are hearing from the market and, when appropriate, push the organization to think about what we need to develop to stay competitive

What youll need

• Ability to drive results in a high-growth company environment
• Strong experience in project management
• 2-3 years in a quota exceeding, customer facing role
• Proven ability to generate a plan to ensure deep penetration into global accounts
• Exceptional communication and presentation skills
• Pipeline Management and accurate forecasting
• Demonstrated ability to implement, manage, and grow mid-level business within a process-oriented sales/customer success environment

Bonus/Assets:

• HR tech, EIM, ATS, and HCM experience an asset but not required.

Who you are

• You are a team player who is able to work independently and knows when to help your teammates or rely on them depending on the situation.
• You are self-confident, highly motivated, and high energy.
• You are a customer centric individual who prides themselves on creating a white glove experience for every stakeholder you deal with
• You show a sense of urgency to drive results, and you have excellent problem-solving skills.
• You successfully lead multiple projects simultaneously, handle a fast-paced work environment, take on new challenges, and handle changing priorities/objectives.
• You are able to own new processes to support your efforts and objectively evaluate their performance. You are able to learn and fail fast.
• When presenting, you read an audience and synthesize and surface information in a way that is well understood, whether it’s during informal communication or a presentation.
• You have emotional and social awareness to align with varying stakeholders and remove blockers.
• You are motivated by challenge and incremental wins. You can stay positive and laugh when needed.

Who we areAt Plum, we believe in supporting our employees first so that they can support our organization’s growth, trust, alignment, and resiliency through the following initiatives:

• Flexible work schedule
• Unwavering support from our executive team
• Fun quarterly company events and activities
• Annual opportunity to come together in person as a whole company
• Coaching and mentoring opportunities
• Health benefits with a focus on mental health & wellness
• A great collaborative atmosphere

We really believe in our product (who would we be if we didn’t!), so as a first step in our application process, we’d love to invite you to complete your own Plum Profile. This is a great way to see the product in action! Once complete, we’ll give you a summary of your top three talents and even some tips to help you find a role that suits your natural talents and abilities. Please follow the bit.ly apply link below to create your own Plum Profile, and we look forward to seeing your application in our platform soon!https://bit.ly/3KzHgBBAt Plum, we are committed to building inclusive organizations – and that starts with our own team. We believe that diversity of thought and background breeds unbridled innovation. Therefore, we don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process, please email hr@plum.io.Job Type: Full-timeQuick Apply

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