Customer Success Manager - Jobs in Kitchener, ON

Job Description

About Conexiom:Conexiom is a cloud-based, purpose-built automation platform that automates the most critical and complex B2B document transactions between buyers and sellers. Manufacturers and distributors across the globe, such as Grainger, Genpak, Honeywell, and Lonza, trust Conexiom to create resilient operations that scale, drive growth, reduce costs, and build frictionless relationships with their customers. Conexiom is based in Vancouver, British Columbia, and has offices in Kitchener, Ontario; London, England; and Chicago, Illinois. Visit Conexiom.com.Conexiom embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are working to ensure that the profile of our staff reflects the profile of the communities we work in and serve. For that reason, we seek resumes and expressions of interest from a broad and diverse talent pool. Strength comes from the inclusion of diverse perspectives and experiences.About the Role:We’re looking for a Customer Success Manager who will serve as customer champion and advocate for their group of assigned accounts, will build strong, trusted advisor relationships, drive adoption, and help customers see value realization so that our already-high level of retention across an established customer base is maintained or increased.Working within the Customer Success Department, this role will be well suited to an autonomous self starter who has strong business and technical acumen, enjoys problem solving, providing advice and best practices, is confident in working across the stakeholder spectrum from end users to C level executives, and has a passion for helping customers succeed.Responsibilities

• Build and maintain strong customer relationships from end users through to executive sponsors, acting as trusted advisor, advocate, and partner
• Serve as day-to-day contact for assigned accounts to assist with troubleshooting or problem solving both directly and indirectly; provide best practices to help drive user behavior and adoption; educate on how to use Conexiom products or services; and highlight new products and services
• Coordinate internally across departments to identify which teams require involvement to resolve customer issues and follow through to ensure successful completion
• Maintain healthy customer engagement levels by identifying low utilization, providing solutions to further drive customer success, and intervene with strategies on how to better use Conexiom services to derive value
• Review usage and adoption with customers through regular business reviews, understanding customers’ business goals and communicating how Conexiom can help achieve those, influence using metrics and making recommendations for performance improvements where needed, and introducing new products and services
• Manage expectations with Conexiom Management for expected customer renewal rates and risk of churn

Qualifications

• 4+ years of experience in customer success, customer onboarding/education/training, sales, pre-sales, or account management, working with medium and large enterprises
• Experience managing a book of business of over $1M annual recurring revenue
• Preference for ERP, eCommerce, EDI, RPA, Document Automation, Workflow, Supply Chain, MES or similar software experience
• Tech savvy: ability to quickly learn new technologies and explain software features or concepts to customers in a simple, succinct manner
• Prior in-depth experience engaging with similar markets to those which Conexiom serves: Manufacturing, Distribution, Logistics.
• Strong communication, presentation, and active listening skills
• Analytical and process-oriented mindset with consultative approach to solving complex problems
• Ability to manage several concurrent tasks and switch priorities on the fly
• Comfortable working across multiple departments and a broad range of stakeholder titles
• Comfortable interacting with customers virtually via phone, email, and video meetings; occasional travel may be required

• Knowledge of CRM, Project, or Data Management Tools
• Home office set-up with the ability to self-manage time and priorities

Why ConexiomConexiom is a high-growth, high energy environment led by its employee-empowered culture. We love what we do and you will, too.

• Casual work environment with exceptional growth opportunities
• Generous time off policies in all locations, including an Open Paid Time Off Policy in North America, and Flex days in the UK
• Comprehensive health, dental & vision insurance
• Competitive salary
• In-office lunches and snacks
• Company-sponsored happy hours, social events, and great swag

Conexiom is proud to offer equal employment opportunities.If you have a disability or need that requires accommodation at any time during the recruitment process, please let us know.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected