Customer Success Manager Jobs

Intermediate Customer Success Manager (CSM)

About Lytica

Based in Ottawa Canada, Lytica is a Supply Chain Intelligence company that has grown to become the most trusted electronic component cost reduction and risk mitigation platform worldwide. Lytica provides the only commercially available SaaS (Software as a Service) platform that allows a company to benchmark the competitiveness of their electronic component pricing against the real market. Since the introduction of Lytica’s proprietary cost benchmarking methodology, a growing list of top electronics manufacturers have made SupplyLens™ Pro a foundation for their pursuit of a world-class cost base improvement. With our unique SaaS offering and growing set of global customers, Lytica is experiencing explosive growth – and we need you!

As a CSM, you will join our growing Customer Success (CS) Team. You may currently be in a Customer Success role and have some exposure to electronics or supply chair, or you may be in the electronic manufacturing ecosystem as a Global Commodity Manager or a Business Development professional with Distribution or an EMS Provider.Your daily work environment will be within Lytica’s SupplyLens™Pro platform, helping to accelerate our customers’ onboarding and adoption of the platform in order to achieve their business objectives as well as in Client Success, our Customer Success platform where you will track customer related activities.You will focus on retaining and growing existing accounts, mitigating risk and being the voice of the customer internally, communicating product or process issues that might get in the customers’ way. Your success as a CSM will have a significant impact on our customer’s success with our tools and accelerate the growth of our company.

Responsibilities:

·Manage/guide the customer journey from onboarding to renewal/Referencability and everything in between

·Understand clients’ challenges and why & how they leverage Lytica’s unique data

·Train users on best practices and recommend additional techniques/products to achieve their objectives

·Solicit and log client feedback and as the voice of the customer within Lytica

You are an ideal fit for this role if:

• You take a proactive approach to Customer Success Management, relentlessly engaging in customer discussions to better understand their experience and challenges
• You can demonstrate success around the KPI’s of CS such as mitigating churn, developing upsell potential, net ARR growth and others
• You have Customer Success Management within the B2B SaaS Software Industry OR Program Manager/Account Manager experience in the Electronics Industry (basically you know how to talk to customers and understand their needs)
• You are comfortable in developing and maintaining strong relationships with customers and can quickly establish trust
• You are comfortable juggling multiple customer priorities, and escalating customer issues effectively within the organization
• You have been involved in or responsible for onboarding of customers and would be comfortable executing basic software training

Qualifications

• The ability to relate technical information to non-technical customers
• 2+ years of Customer Success Management in B2B SaaS Software OR a minimum of 4 years of experience within the electronic component ecosystem with an emphasis on supporting customers.
• Some familiarity with Customer Relationship Management platforms (Salesforce, Hubspot etc.)is an asset
• Demonstrates the ability to communicate clearly with customers both verbally and in writing
• Flexibility to occasionally work outside of normal business hours to support customers overseas
• Bachelor’s degree and/or diploma in Communications, Marketing, Business, Electronics, Supply Chain or Operations

Why Join Lytica?

We are a multicultural and diverse team. Put simply, our differences are our strengths. At Lytica all ideas are heard, and the best one’s win. We work with cutting edge technology. Lytica has some of the country’s top technology and analytics experts working to solve complex industry issues and make a real difference for our customers.

Company growth means your career can accelerate. Executives and managers take genuine interest in your career progression. Let’s face it, no one gets to the top on their own! Lytica is experiencing rapid growth and wants you to be a part of the journey. So, if you’re a ‘builder’ at heart or a subject matter expert with a can-do attitude and want to be a part of making something really special, this is a great place to be!

What can you expect? How about: a robust benefits plan, a remote/hybrid work environment, competitive compensation, social events, lunch & learns and of course an awesome team of colleagues to work with!

Lytica is an equal opportunity Employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact the Human Resources department and we will make all reasonable efforts to accommodate your request. We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role.

We thank everyone for their interest; however, only applicants continuing in the recruitment process will be contacted.