Customer Success Manager

The opportunity

We are looking for a Customer Success Manager (CSM) to join our team.  As a CSM, you show our clients Customer Experience done right, by guiding them through the process of onboarding, implementation, training, and on-going adoption of our services and product suite.  As part of the Operations team, you work collaboratively across the organization to ensure on-time delivery of programs.

A hands-on approach will enable you to work confidently within our coast-to-coast team, learning about an ever-developing suite of products, and translating that knowledge to consistently provide real customer value.

Responsibilities and Duties

Overall Responsibilities:

• Own the customer relationship post sales
• Develop a trusted advisor relationship with customers
• Provide appropriate business outcomes to ensure the achievement of customer goals 
• Ensure customers receive value through business insights not just data
• Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success
• Appropriate level of client engagement as per Intouch’s client classification
• Manage Hubspot as appropriate
• Effectively manage monthly customer invoicing in a timely manner
• Forecast customer volumes and track monthly project achievements. 
• Complete contract renewals, as applicable
• Proficiency in market research principles and concepts

Customer Intake:

• Complete full range of onboarding functions and duties as outlined by your BU’s workflow
• Complete presentations and trainings of our product suite
• Collaborate with the customer and internal team in development of questionnaire using market research best practices
• Manage appeals process and client issues
• Maintain and own project timeline
• Determine client reporting needs and assist in creating custom dashboards and reports as needed

Ongoing Customer Journey:

• Educate customers on continuous platform improvements 
• Promote cross-platform usage of products to find opportunities for upsell/cross sell
• Increase revenue of current client portfolio
• Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and guiding principles.

Qualifications, Skills & Attitudes:

• Bachelor’s degree in a relevant field or equivalent experience
• A minimum of 3+ years of experience in Customer Success Management, Client Management or Project Management
• Detail-oriented and demonstrated commitment to high-quality output
• Demonstrated ability to proactively contribute value in a team environment.
• Proficiency with MS suite and Google suite , experience with AI tools.
• Experience with customer-facing software solutions is preferable
• Industry-specific experience, including survey-creation, mystery shopping, or even retail experience is an asset
• French is an asset

About Intouch

Intouch Insight is a growing technology and managed services company with headquarters in Ottawa, Canada. We take great pride in the Customer Experience ecosystem we’ve created, allowing us to be at the forefront of innovation and driving growth for our clients. We have a 25+ year history and a Fortune 1000 customer-base. Our single platform approach allows multiple data sources such as Survey, Checklists, Mystery Shop and Audit data to use our common reporting platform. At our core, we’re passionate about helping businesses create experiences to win customers for life.

Intouch Insight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Intouch welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact hr@intouchinsight.com