Job Description

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager for our Workleap HR products.

As a key member of the Customer Success team, you will be responsible for ensuring the success and satisfaction of our valued customers. Your primary focus will be on driving customer retention and identifying growth opportunities within your assigned book of business.

You will be developing deep and personalized relationships with our clients to become their trusted advisors and ensure they achieve their business goals through an optimal use and adoption of our Workleap HR products.

So, what will your new role look like?

• Customer Onboarding: You will be responsible for the onboarding process for new clients and ensure a successful implementation of the tool according to the client’s needs. 
• Customer Adoption and Needs: You will provide best practices and recommendations on how to best utilize our products for our clients to achieve their goals. You will deliver educational content that are relevant to their journey and needs.
• Retention and Growth: You will be responsible for ensuring our clients retention and work closely with the Account Management team to mitigate churn. As an expert in our client’s business, you will be responsible for identifying relevant opportunities for growth.
• Strategic alignment: You will be responsible to create and develop strategic relationships with your clients to perfectly understand their business needs. You’ll work closely with the Account Management team to align their needs with the Workleap solutions.
• Data Analysis: You will monitor and analyze the client’s data and product usage at specific milestones of their journey so you can provide them insights. You will identify areas where our customers can improve their product usage and deliver constructive recommendations to them.
• Feedback and Solutions: You will work to identify customer pain points and develop solutions that address those pain points. You will be responsible for ensuring that our customers are satisfied with our products and provide solutions that meet their requirements. As the voice of the customers internally, you will be responsible to report the client’s feedback to the relevant teams to improve the product and/or processes.
• Customer Relationships: You will be responsible to provide best-in class service during each interaction with your clients during in order to build a trusted relationship.
• Internal Collaboration: You will work closely with internal teams, including Sales, Product Development and Marketing to ensure that our customers are receiving the best possible experience. You will work to identify areas (product requests, workflows, documentation etc) where we can improve our product and provide feedback to internal teams.

What does your future team look like?

The Customer Success team is composed of CS enthusiasts who are ready to step up and make a difference in our client’s life!

The team is composed of 9 CSM all focused on delivering valuable recommendations and best practices for our clients to achieve their goals.

What are the next challenges awaiting your team?

Historically the team has only been focusing on product adoption. We are in the midst of changing the team priorities to be more revenue centric and play a more central role in our client’s retention and growth.

Also, as Workleap suite of product is expanding, the challenge for the CS team is to understand the client’s needs and objectives that would align with all the existing and potential new Workleap products.

Qualifications

• Experience in managing a book of business and being responsible for its retention and growth (working with revenue targets)
• Experience in developing strategic relationships with clients
• Ability to collaborate closely with internal teams (Sales, Product)
• Experience with Saas products
• Excellent written and spoken English (French is a great asset)
• Worked with Hubspot (asset)
• Knowledge of the employee experience market (asset)

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