Customer Success Representative - Jobs in Toronto, ON

Job Description

Title: Customer Success Representative, North AmericaLocation: Toronto, CanadaReporting to: Chief Revenue OfficerDirect Reports: All cross sell and upsell opportunities to existing customers in American and Canada (North America)Proactive and the Position AvailableProactive is a global, multimedia organisation providing breaking news, commentary and analysis on hundreds of listed companies and pre-IPO businesses across the globe, 24/7. And, uniquely, our renowned multi-media business is complemented by quality events management, smart investor relations delivery and a highly respected research offering.We are one of the fastest growing financial media portals in the world, with offices and TV studios in 4 regions – UK, US, Canada and Australia. Due to the growth in the number of clients as well as our strategic plans in the near future, we are looking to appoint a highly qualified customer success professional with interest and experience in financial markets to join our high-performing and close-knit team to lead the Customer Success activities initially proving the concept in North America and then once the model is proven perhaps across all other geographies.The ideal candidate is a commercially agile, results driven self-starter with a passion and desire to build and lead the strategy and execution of our customer success pillars ensuring the successful adoption, value realization and growth across Proactives customer segments. You will focus primarily on building and executing a team and process dedicated to ensuring our clients receive maximum value by proactively monitoring, measuring, engaging and expanding with our clients!He/she is easily able to create and develop relationships quickly with both clients and prospects alike. Reporting to the CRO, he/she will be comfortable carrying the cross sales and upsell target for North American and will have the experience and flexibility to work across multiple time zones. This is an exciting role at an exciting time for Proactive.Principal ResponsibilitiesReporting to the Chief Revenue Officer, the Customer Success Lead will have the following responsibilities:

• Work closely with the CRO to develop growth strategies for existing clients.
• Build and develop a high-performance world-class Customer Success & Support team to help scale and grow the business.
• Design and pioneer a new contact management strategy that positively impacts the sales of additional products and services to existing customers.
• Map the customer journey and various contact points from day 1 of a prospect becoming a customer through to day 270 just before the move into the auto renewal window.
• Gather insight which helps shape and inform future product innovations and releases.
• Carry an individual target for the revenue generated by the cross sell and up sell activities across the install customer base in North America.
• Ensure full and complete documentation of all records in salesforce in a timely way
• Monitor the cross sell and up sell revenue pipeline and leads, adjusting as necessary to create sustainable growth.
• Develop and implement robust sales management processes – pipeline, account planning, and proposals
• Help maximise reach and efficiency by adding new, scalable tools and tactics.
• Build and foster creative teams committed to continuing our culture of innovation as well as driving a “lean start-up” style environment of constant experimentation and learning.
• Lead and manage a growing team of Customer Success Managers
• Develop CSMs to be product knowledge experts and to provide a consistently super high quality level of support at all times.
• Measure Customer Engagement by tracking how our customers are using the product and provide this information to our teams so that we can better serve our customers
• Measure Customer Satisfaction during the onboarding period and ongoing by tracking their NPS scores and feedback
• Develop expansion opportunities within your assigned accounts and through referrals.
• Develop and implement best practices for serving our customers that will reduce churn rates to an absolute minimum.

RequirementsAttributes and skills,

• Self-Starter - ability to execute and implement change.
• Highly energetic personality – a motivator.
• Critical thinking – strategic and highly analytical.
• Leadership – easily move others to action by planning, motivating and controlling work being done.
• Goal Oriented – naturally motivated to reach goals.
• Interpersonal/Communication skills – an innate ability to channel different points of view; able to establish and maintain excellent relationships and credibility quickly; create team atmosphere with internal staff while achieving key objectives; excellent consulting skills as well as technical writing and public speaking.
• Maturity – provide a good balance of risk taking and judgment; is aggressive and confident at the same time as having a high degree of emotional intelligence.
• Professional – unquestionable integrity, credibility, and character; who has demonstrated high moral and ethical behaviour.

Qualifications and ExperienceEssential:

• 7+ years experience of customer success & revenue ownership with a successful track record of success and demonstrable business expansion and growth.
• A deep knowledge of cross-channel marketing, native advertising, programmatic, and the latest trends in digital advertising.
• Understanding of how to establish and maintain excellent relationships with C-level executives of key target clients and channel partners.
• Strong leadership experience with the ability to lead change and bring others with you.
• Able to demonstrate a high degree of passion and energy whilst maintaining a positive outlook.
• Proven experience developing and executing business strategy.
• Significant general management and P&L experience.
• Experience working in a fast paced, growth environment.

Desirable:

• Experience working with publicly listed companies.
• Polished presentation skills.
• BA/BSc Degree.
• IR/PR experience.
• Experience with Salesforce.
• Project management experience/qualifications.

Work Environment

• Established 15 years ago in London, England, Proactive has grown its operations to become a team of 85 people serving a client base across all business lines of approximately 800 companies. With offices in Vancouver, Toronto, New York, London, Sydney, and Perth, we are truly multinational, and our employees work together across jurisdictions on a daily basis.
• We hire highly experienced professionals and work hard to retain colleagues by providing a comfortable and motivating work environment. Our turnover rate is low – you will have plenty of experience to draw on if you have a question, need help with finding a solution, or have an idea you think can improve the business.
• We do not micromanage – we will hire you, provide necessary training, and then trust you to live up to your own high standards. You will work as an important part of a group where every member of the team wants to see you succeed. We are a big enough company to provide stability and comprehensive support for your role, but small enough that high performers stand out. Put another way, there is plenty of potential for advancement.
• A competitive salary and attractive benefits package.
• Opportunities for career enhancement. We are in a growth phase currently and can offer the opportunity for professional development.

Job Type: Full-timeSalary: Up to $100,000.00 per yearSchedule:

• Monday to Friday

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