Position Overview

This is an exciting and meaningful customer advocacy opportunity in a software environment! We are looking for a Senior Customer Success Manager who is adept at building lasting relationships and finding sophisticated solutions to complex problems. As a Senior Customer Success Manager, you will be responsible for the loyalty and retention of a strategic portfolio of Intelex customers.

Responsibilities and Deliverables

• Lead the ongoing Intelex relationship with assigned customers as it relates to growing adoption, ensuring retention, and securing loyalty.
• Work to establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Developing, preparing, and nurturing customers for advocacy.
• Collaborate with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Evaluate and find opportunities to drive process and system improvements to positively impact solution experience.
• Advocate customer needs/issues across Intelex departments.
• Advise and educate customers of Intelex initiatives and product updates.
• Manage the risk identification and tracking process until issue resolution.
• Identify success stories and secure customer references
• Track customer metrics and maintain customer health scorecards with clear action plans
• Partner with Account Management and other Intelex teams to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction
• Conduct Monthly Customer Networking Sessions
• Take a leadership role on the CSM team by assisting to help with strategic account initiatives and proactive playbooks

Organizational Alignment

• Reports to the Manager, Customer Success

Qualifications

Skills & Work Traits

• Proven track record of maintaining customer retention rates and high levels of customer satisfaction.
• Strong problem solver with ability to analyze and make educated decisions.
• Compelling communicator both written and verbal; communicating with C/VP level audiences, and the ability to present technical issues to a non-technical audience.
• You are results driven with a consistent track record to project a positive demeanour.
• Prioritize on the fly and have excellent organizational skills.
• Able to carefully balance customer advocacy with the goals and direction of the business.
• Understanding of Environmental, Health, Safety or Quality is considered an asset.
• Well-travelled, bilingualism is considered an asset.

Technical Proficiencies

• Prior experience with CRM and Support applications.
• Comprehensive grasp of software application requirements / architecture

Experience

• Demonstrated ability in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.
• A quantifiable ability to drive 90% customer renewals and customer success rates
• Proven to have positive relationship building skills and able to show examples of getting to “Trusted Advisor” status within your accounts.
• This position may require up to 15% travel

Education

• Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.

Other Requirements

• Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Company Overview

With more than 1000 clients and one million users, Intelex Technologies ULC. is a global leader in Environmental, Health, Safety (EHS) and Quality management software. Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards (e.g. ISO 9001, ISO 14001 and OHSAS 18001) and regulatory requirements. Intelex is one of Canada’s most highly awarded and fastest-growing tech companies and has been named one of Canada’s Most Admired Corporate Culture, Best Managed Companies in Canada, one of the fastest growing companies in PROFIT Magazine, as well as one of the country’s top employers by Aon Hewitt and Best Small and Medium Employers. For more information, visit www.intelex.com