Reporting to the Chief Operating Officer, the incumbent is responsible for supervising the Customer Success Managers (CSM) team.The main objectives are to ensure customer retention, to ensure increased use of Cognibox solutions, to ensure Cognibox technology platforms are used to their full potential and finally, to ensure customer satisfaction.
Start date
Immediate
Location
Teleworking possible with occasional travel to our Montreal or Shawinigan office (head office)
Job Type
Full-time – possibility of flexible working hours
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Responsibilities
- Supervises, motivates and develops the team of Customer Success Managers;
- Provides sound team management and creates a collaborative environment;
- Collaborates and shares knowledge (e.g. market research, consumer opinion, trends, etc.);
- In collaboration with the Operations Manager, establishes goals for his/her team;
- Coaches team in achieving objectives;
- Coordinates and facilitates team meetings;
- Organizes executive review meetings with clients in collaboration with sales;
- Collaborates closely with sales on customer files;
- Establish with his team a portrait of the potential of the customers as well as customer development plans;
- Manages the flow of customer requests from his own portfolio of customers;
- Promotes Cognibox' service to clients and demonstrates the relevance of the support;
- Assists customers in their search for solutions and suggests products and/or services that solve their problems or help them grow;
- Promote best practices in the use of the software and services offered;
- Surveys customers to suggest ways to improve their experience to increase their level of satisfaction and ensure their renewal
- Monitors customer health through performance indicators;
- Prepares and oversees the preparation of reports and statistics on customer service functions for senior management;
- Resolves customer complaints and responds to customer questions regarding company policies and procedures;
- Assists the Operations Manager with all other related duties and special projects.
Qualifications
- Bachelor's degree in business administration or other degree deemed equivalent;
- Bilingualism (French/English spoken and written);
- 10 years of relevant experience in a pre-sales, sales or customer success role;
- Experience in a B2B technology company;
- Experience in people management (an important asset);
- Good knowledge of the Office suite;
- Computer literate;
- Valid driving licence.
TOP 5 REASONS WHY YOU WANT THIS JOB
- Your talent is considered a crucial element to the teams’ success;
- You will enjoy a competitive salary and benefits package;
- Flex schedules and vacation plans – work-life harmony is important to us;
- The company is growing and there is room for advancement;
- Your voice will be heard and appreciated.
About the Customer Experience team
- The Customer Experience team is client-centric and nurturing. We are collaborative with different Cognibox departments and with our clients. We enjoy building meaningful and trusting relationships with our clients and are happy to help in any way that we can. We are very passionate about providing an exceptional Cognibox journey and love to learn more from other departments. We are team players through and though.
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