Customer Success Manager (Aka. Project Champion)

As an essential member of the Customer Experience Team at IC, this is one exciting opportunity! It’s also an extremely rewarding job, building close relationships, and proactively steering customers to greater outcomes in their work.

IC focuses on customer centricity and works hard to connect people with the tools and resources they need to be successful in their job, to connect with each other, with their organization, and drive productive and engaged workplaces. We are looking for an exceptional person to contribute to that success.

What do we expect from you? It all comes down to helping people. You'll be balancing some support desk interactions (to forge relationships and support your own learning) with proactive engagement work. Check it out...

Role And Responsibilities

• Help with incoming calls to support 100% customer connection rate
• Customer Project Success Factors:
• Conduct regular touchpoints bi-weekly with engaged accounts
• Ensure 100% of contacts & contact details are accurate in ZenDesk & Salesforce
• Produce short video walkthroughs to aid clients
• Solve up to 40 customer tickets monthly within 90 days
• Identify and support opportunities to expand platform use into new tools
• Achieve greater than 90% annual retention rate on assigned accounts
• Lead intranet onboarding projects start-to-finish within established timelines
• First response to assigned tickets within 2 business hours
• Deliver value to customers that result in positive online reviews and case studies
• Achieve 98% or higher customer satisfaction rating
• Engage with and take the lead on 50 accounts within 90 days
• Establish intranet optimization plans with support from internal specialists
• Conduct screen sharing sessions to troubleshoot and clarify STR
• Work to solve tickets within or better than SLA
• Proactively communicate on all tickets to ensure they are touched at least weekly
• Help Desk Success Factors:

IC has been helping connect people at work for over 20 years. We have an established intranet software, a diverse customer base, with over 100,000 active users served globally across 20 different industries, including many recognizable brands. More recently we've established a broader IC platform focused on internal comms that brings multi-channel messaging, plus education & tools to support. We take pride in our work and relentlessly pursue making a real difference, for our customers and for our team.

The IC advantage:

• Employee family assistance program
• Fun culture – daily connection, care & recognitions
• Good pay - salary range 50-66k
• Excellent health & dental coverage
• Learning & dev support (avg $2k per person)
• Three weeks paid time off
• Virtual and in-person team events (culture committee)
• Six paid sick days
• Wellness initiatives (physical, mental)
• Flexible/remote working arrangements - this is a Hybrid role
• Additional paid/bonus days (one-week equivalent)

Apply today if you want to do amazing work, with amazing people and help us shape the future of our company.

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