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Explorance: Customer Success Manager


This is a Full-time position in Montreal, QC posted April 5, 2021.

Located in Montreal, Explorance is a rapidly growing software company recognized for its unique workplace culture.

Currently, we are looking for a Customer Success Manager to join our dynamic team that thrives in a demanding, fast-moving environment.What you will do as our new Customer Success Manager:Improve client retention and revenues for assigned accounts, through proactive account management.Maximize client satisfaction and product usage across all Explorance product and service lines for assigned high-value Enterprise accounts.

This role primarily focuses on the Metrics that Matter software and methodology, but will also support Blue, BlueX, and BluePulseDevelop strong consultative relationships with clients, including understanding their business objectives and identifying how Metrics That Matter can meet their needs.

Actively collaborate with Sales Account Managers to grow clients over time.Serve as an expert in Explorance software, corporate learning measurement and evaluation strategy, and Employee Journey Analytics.

Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements.Perform quarterly client reviews over the phone and sometimes in person.Perform high-level product and service consultations.Perform ongoing solution support and troubleshooting, escalate software issues, and oversee software upgrades.Bring intelligent product feedback from clients to the Explorance Product teamProvide client account updates to team members, Sales Executives, and Leadership staff.Manage and communicate client risk indicators and develop a plan to resolve those risks.Gather and share client success stories, case studies and product using best practices.Key Skills Needed for Success:High degree of self-motivation and ability to work independentlyOutstanding communication skills; able to communicate effectively with all levels at an organizationStrategic thinker who connects customer goals with Explorance productsExceptional written and verbal communicationAbility to quickly learn complex MTM technology in order to provide technical supportOutstanding customer service and support skillsCritical thinking, resourcefulness, attention to detail, and problem-solvingProven experience managing projects and meeting deadlines.Must be able to anticipate changes in a dynamic work environment.Effective time and task management expertise.Experience & Education:B.A./B.S.

degree requiredProven track record with a minimum of 5 years of business experience in the following areas:Customer service or client success managementSoftware implementation, consulting, or subject matter expertConsulting on software, measurement, or in the talent development fieldA high degree of self-motivation and ability to work independentlyOutstanding communication skills; able to communicate effectively with all levels at an organizationExperience working in a collaborative team environmentProject management experience is a plus.We use Microsoft Office and Salesforce.Com daily.

Experience implementing or working with these or similar tools and/or with software in any of the following areas is a plus:Metrics that Matter and BlueLearning Management SystemsTalent Management SystemsStatistics / Data Analysis (e.G., Tableau, SPSS)DatabasesPowered by JazzHRm3lt7V2Meo