Manager of Customer Success

As Manager of Customer Success, you will be responsible for onboarding new customers, and driving their post deployment adoption leading to renewals, expansion, and positive references across the customer base. Reporting to the VP of Customer Success, you will contribute to the development and execution of our Customer Success capabilities in order to advance all customers along their customer journey and achieve an enduring customer relationship. Salary: 90K - 95K CAD This remote role welcomes candidates anywhere in Canada. Travel is required as needed, approximately 25%. Candidates must hold a current, valid passport and be legally eligible to travel in North America. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. What your impact will be: Drive the Customer Success Journey from initial onboarding to product adoption, expansion, advocacy, and ultimately renewal. Increase Customer Engagement through visit plans, conference participation, product engagements, and campaigns Constantly thrive for positive results on Customer Success KPIs and growth targets for the Install Base Create, execute, and drive work order closures from Customers, Campaigns, and Referrals Work closely with Support Services, Professional Services, and R&D to address customers’ needs and work with Subject Matter Experts on defining the required solution in order to fulfill their work orders. Facilitate or host webinars with experts to enhance customers’ product knowledge and adoption of products, managing training and consultative tickets, and creating customer best practices. Ensure CRM data currency on all Accounts worked and on all work orders Customer Onboarding Support endurance activities Nurture customers and ensure you are advocating their journey by becoming their go-to-person. Deliver insights to help customers optimize the value of the products and improve their NPS and overall engagement. Facilitate touchpoints with similar customers and subject matter experts and executives through the Customer Visit Plans on Top 20 Accounts Maintain strong customer retention rates aligned with corporate goals What we are looking for: Ability to consult with customers onsite and remotely at the project manager level Ability to accomplish results working through others Hands on, individual contributor and collaborative team player Willing to travel up to 25% Minimum of a Bachelors’ Degree or relevant post graduate experience in preferably a technical field such as Computer Science, Electrical Engineering, Computer Engineering, etc 3+ years in the Software Industry interacting with clients through Support, Product Management, Consultant, or Sales What would make you stand out: Experience within the utilities industry About us: Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Follow us on social media to learn more about our company values, culture and initiatives! Apply To This Job