Customer Success Manager

Intouch Insight is a growing technology and managed services company with headquarters in Ottawa, Canada. They are seeking a Customer Success Manager to be the main point of contact for customers, guiding them through onboarding, implementation, and ongoing adoption of services and products.

Responsibilities:

• Own the customer relationship post sales
• Develop a trusted advisor relationship with customers
• Provide appropriate business outcomes to ensure the achievement of customer goals
• Ensure customers receive value through business insights not just data
• Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success
• Appropriate level of client engagement as per Intouch’s client classification
• Manage Hubspot as appropriate
• Effectively manage monthly customer invoicing in a timely manner
• Forecast customer volumes and track monthly project achievements
• Complete contract renewals, as applicable
• Proficiency in market research principles and concepts
• Complete full range of onboarding functions and duties as outlined by your BU’s workflow
• Complete presentations and trainings of our product suite
• Collaborate with the customer and internal team in development of questionnaire using market research best practices
• Manage appeals process and client issues
• Maintain and own project timeline
• Determine client reporting needs and assist in creating custom dashboards and reports as needed
• Educate customers on continuous platform improvements
• Promote cross-platform usage of products to find opportunities for upsell/cross sell
• Increase revenue of current client portfolio
• Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and guiding principles

Requirements:

• Bachelor's degree in a relevant field or equivalent experience
• A minimum of 3+ years of experience in Customer Success Management, Client Management or Project Management
• Detail-oriented and demonstrated commitment to high-quality output
• Demonstrated ability to proactively contribute value in a team environment
• Proficiency with MS suite and Google suite, experience with AI tools
• Experience with customer-facing software solutions is preferable
• Industry-specific experience, including survey-creation, mystery shopping, or even retail experience is an asset
• French is an asset