PRIMARY RESPONSIBILITIES:

• Manage relationships: Serving as the single point of contact you will actively manage post-sales services relationships, which includes driving platform adoption, business reviews, customer satisfaction and renewal
• Customer Health: Using metrics, regular interactions and other related attributes maintain an accurate pulse on the health of the customer. Gauge the current health status and continuously work to improve/maintain a healthy state.
• Manage Renewals: Mange your customer renewals to ensure it is a stream-lined and seamless experience
• Advise: Manage your portfolio of accounts and establish a trusted advisor relationship with your customers, strategically position our solution and drive adoption
• Build: You will build relationships with customers at all levels from end users and individual contributors to IT Managers and Senior Executives
• Infuse enthusiasm: You will ignite a sense of excitement with the customer, encouraging adoption and expansion where possible
• Train: You will lead high-level online training sessions to drive user adoption
• Communicate: You will consistently touch base with customers throughout the contract lifecycle, escalating important issues where needed
• This role will also be responsible for finding new opportunities for customers to extend their use of Cority within their organization. Our CSM’s work closely with customers to discover their business needs/challenges and then coach them on the best ways to use Cority to solve them. The CSM will proactively identify customer needs and propose thorough solutions.
• Work with customers to identify critical goals and key performance indicators. Review these goals on a regular interval.
• Monitor usage of the platform via reporting tools and work with your customers to develop strategies that drive deeper adoption.
• Individually, or together with CS team members, develop best practices as needed to present to customers whether it be related to products or customer success advocacy.

QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:

• 3-5 years of Customer Success Management / Account Management experience at B2B SaaS company.
• Strong customer-facing skills including communication skills, expectation management, information management and presentation skills.
• Strong problem-solving skills and ability to be resourceful when assisting customers.
• High attention to detail and organization skills. Willing to juggle many things at once and prioritize effectively.
• Take ownership over his/her work and customers and be accountable for their success.
• Creative problem solver who can think strategically on the fly.
• Able to build rapport with customers, drive them towards desired actions, and challenge them when appropriate.
• Ability to quickly learn new solutions and technology.
• Proven track record of working in a fast paced, agile work environment will be given preference.
• Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.).Travel to customer sites and other meetings as required.