Q884 | Client Success Manager

Q884 | Client Success Manager

12 Jul
|
Wellness Impact Partners
|
Montreal

12 Jul

Wellness Impact Partners

Montreal

Our client is on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. They are a market leader in the rapidly growing industry of virtual care. Our client enables employers to offer to their employees a secure online access to medical practitioners and nurses via a computer, tablet, or smartphone.



Telemedicine is the biggest trend in employee benefits and an exponential number of companies are looking to offer the service in the near future. Here is the impact you will make and what we will accomplish together: Our client is seeking a Client Success Manager to join their team and be part of a journey towards client excellence.

The Client Success Manager (CSM) plays a key role in Client Success.



The CSM is responsible for named key accounts, promoting retention of customers and overall positive experience with the brand, identifying opportunities of adding new services and products to the client portfolio. Leading teams to excellence in customer experience. We are looking for an individual with a strong drive and an ability to foster relationships with internal, external or client-side key stakeholders.



ROLE SUMMARY The Client Success Manager seeks to develop a positive customer experience, fosters relationships and support brand loyalty. Under the supervision of the Client Success Director, the CSM promotes retention of customers and overall positive experience with the brand, manage key accounts & enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across his/her portfolio.



Manage team members performance in driving high customer experience.

KEY RESPONSIBILITIES Establish clear retention goals and process milestones for the client to work toward Assist customers as needed with setting up and navigating programs associated Identifies to upsell & cross-sell opportunities Assist in creating training courses and educational materials for the clients & their employees Review customer complaints and concerns and seek to improve all aspects of the client experience with the company Optimize existing processes within the company and actively enhance all customer success activities Deliver and communicate ROI for our clients, throughout the customer lifecycle You will help ensure timely and accurate completion of deliverables associated with maintaining the list of eligible users for our services





You will validate and reconcile customer data with our own Use data to create accurate reports for internal and external users You will actively seek out and implement process improvement opportunities within the departmental operations



You will build strong relationships, liaising with internal and external stakeholders Qualification Bachelors degree in business, administration, or in a related field, and/or experience in a customer success, a client facing or a client support capacity EXPERIENCE AND SKILLS REQUIRED Ideally 3+ years of experience in a customer experience role i.e. account manager, client success, etc. Highly skilled at client service/business operations Ideally experience in the insurance or medical fields Experience in working with complex, multi-divisional, multi-geographical customers Experience working with brand image and promoting value through customer experience Exceptional ability to communicate and foster positive business relationships Technical skills required, familiar with SFDC (CRM)

reporting tools & data Accountability and personal organization are essential Experience in managing a diverse group and training each according to company standards Ability to establish milestones and keep all team members on task Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed Ability to plan, prioritize, coordinate, and manage multiple projects with attention to detail Must be energetic, forward-thinking, innovative, and change-oriented with a positive and professional image Accountability and personal organization skills are essential Critical thinking and customer service skills Excellent listening skills and capacity for empathy Outstanding communication skills written and verbal Experience with accounting systems for small business and or large businesses especially the software SAP, Quick Books,

and Xero Experience with Google Suite would be an asset Proficient with Excel and its different formats Bilingual, with effective communication skills in both French and English, oral & written A bit about our client: 'Were a people-first, customer-first, purpose-driven team who works together every day to innovate and do good.



We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, youre helping us make the future friendly.

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/32231053/q884-client-success-manager-montreal/?utm_source=html

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