Customer Success Manager - Jobs in Vancouver, BC

Job Description

About Us:Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them. Alida created Alida TXM (Total Experience Management) to fuse the voice of customers and employees with the ability to innovate and deliver extraordinary customer, employee, product, and brand experiences. Iconic brands like Twitter, Toyota, and J. Crew choose Alida, formerly Vision Critical, to build stronger brands, happier workplaces, winning product portfolios, and lasting customer relationships. We are deeply committed to the success of our rich culture and ensure that we always have fun and remain true to our values, Bold, Empathetic, Curious and Authentic .Follow us at www.alida.com and engage with us on social media @alidaCXM.Customer Success ManagerIn this role, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.Job Responsibilities:Account managementDevelop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content.With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model.Maintain a real time understanding of your customers and their adoption of our platformDevelop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goalsPerform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth.Identify expansion opportunitiesIdentify opportunities to cross-sell and upsell customers on additional solutionsWorking with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business unitsBe the leading advocate for our solutions within the customer organizationInspire your customers to think strategically about how our platform can support their business needsUnderstand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customersEnable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platformAct as key point of contact for customer relationshipsWelcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solutionProvide exemplary service and support that delights our customersProactively look for risk indicators and get ahead of potential issues.Escalate where needed, and follow-up promptly to ensure customer expectations are exceededBe the leading customer advocate within AlidaWork in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experienceChampion on behalf of your customers for improvements and advancement of our solutionsIdentify customer adoption challenges, CSAT risks and other indicators of churn riskDevelop and manage remediation plans to alleviate customer challengesThought Leader on CS internally and externally in the organizationCollaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customersDevelop assets that assist with customer enablement (blogs, video’s, best practices, etc.)Desired Skills and ExperiencesPost-secondary educational degreeAn Enterprise SaaS background from a fast-growing SaaS company is ideal for this roleMinimum 4 years of experience in customer success, business development, management consulting or account management, or similar rolePost sales software experience as a CSM or Account Manager is highly desirableProven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)Ability to manage and be accountable for your book of businessExcellent time management, organizational, and problem-solving skillsStrong initiative and drive to innovateAbility to sell ideas and conceptsAn ability to inspire others and lead with graceExcellent written and verbal communication skills with strong attention to detailProfessional (even dynamic) presence, presentation and public speaking skills.Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibilityStrong aptitude and passion for technology and ability/desire to learn new softwareProficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of informationA team player who likes to collaborate with othersAdded value: Customer Experience and/or Insights background; experience setting up new programs for customer audiencesWe Can’t Wait to Meet You!We couldnt do what we do without our awesome Liders and look forward to welcoming you to our Alida family. Join us and lets make a difference together.We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.Follow us at www.alida.com and engage with us on LinkedIn, Twitter & Instagram.#LI-HKQuick Apply

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