What are the responsibilities and job description for the Customer Success Manager position at Estateably?
Who we are:
Over the next 25 years, one of the largest transfers of assets will be taking place as over $60T will be transferred from one generation to the next. However, professionals and the families they serve are wholly underserved in their tools to navigate the estate and trust administration process.
Since launching in 2021, Estateably is the fastest growing estate and trust administration platform serving over 500 firms across Canada with international ambitions. We stay ahead of the curve to be the best at what we do by being the technical experts that our clients can always rely on.
Our team and vision for the industry's future are bold, ambitious and accessible. The nature of our industry is complex yet sensitive, and we keep that in mind with everything we do.
What we value:
Our team is guided by a genuine empathy for our users' problems and pain points, radical honesty and reliable expertise. We love people who are willing to think outside the box and are excited to collaborate with others. We are authentic and know that building a team with diverse backgrounds is critical to our success, so we are committed to providing a respectful, creative and inclusive environment to everyone on our team.
What you’ll do:
As a Customer Success Manager, you'll be on a mission to drive customers' engagement, adoption, and satisfaction by ensuring they are getting value from the Estateably platform. As the internal champion of the customer, you gather feedback and contribute to the release of new product features and functionality.
What you can expect:
- Onboarding new customers to the Estateably platform.
- Growing customers’ knowledge and understanding by providing educational sessions on new and existing features.
- As the primary point of contact for customers, liaising with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process.
- Supporting pre-sales activities with prospective clients by demonstrating the platform, and facilitating renewals with existing clients.
- Documenting internal processes where necessary and proactively identifying areas for improvement.
Desired skill set:
- Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets.
- Excellent relationship-building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
- Tech-savvy and a background supporting customers in a SaaS environment.
- Strong functional consultative approach.
- Ability to discuss technical concepts with C-level executives.
- Autonomous and able to proactively address granular issues as well as zoom out to high-level, strategic questions.
- 5 years of experience in a similar or solution consulting role.
- BA/BComm or other degree required.
What we are looking for:
- Willingness and ability to learn fast.
- High work ethic and results-oriented.
- High sense of accountability and ownership.
- Solution-oriented mindset and can-do attitude to overcome challenges.
- Team player with a natural ability to build relationships.
- Ability to thrive in a fast-paced environment and master frequently changing Web technologies and techniques.
Perks:
- Be a part of a fast-growing startup.
- Flexible hours & remote/hybrid work.
- Participation in our company employee Stock Option Plan.
- Yearly bonus based on performance.
- Full participation in our company’s group health, dental, and virtual medicine plans.
- Full financial support for professional (work-related) development courses.
- Computer and workstation equipment.
- Work-from-home stipend.
Salary : $60 - $0