Customer Success Manager Jobs

Client Success Manager

Location: Vaughan

The Role

As we are a service based business, the Client Success team plays a pivotal role in our company’s success. This role is mission critical, managing the relationship with new and existing clients.Staying close to the client and making sure that they are happy with the service and are looking forward to their next interaction with ShuffleSpace.

The goal is to deliver a “best in class” experience from the moment they step into the ShuffleSpace ecosystem and throughout their journey with us. We want our clients to be delighted with each interaction and become long term advocates for us.

Who we are

ShuffleSpace is a tech enabled service company that has seen significant growth year over year since our launch.Our holistic solution leverages a unique blend of our technology, our processes, and the great work of our ShuffleSpace team. We build and maintain individualized virtual warehouses for our clients. All clients assets are photographed, cataloged and categorized in their virtual warehouse making it easy for them to manage their assets and have them transported to/from their desired locations.

Our solution solves our clients’ unmet needs to easily access and manage their corporate assets so they can invest more time in building their end-state experiences. Through this logistics partnership, we become a seamless extension of our client’s team.Our solution not only minimizes a known frustration of these sectors, it also saves our clients time and money.

We work with a variety of companies, including some of the world’s largest consumer brands, with one goal in mind: to make our clients’ lives easier.

Our Core Values

Client Focus: We strive to know our clients so well, that we know what they need before they know it! We go beyond toexceed their expectations. When in doubt, we always choose the option that makes our clients’ liveseasier.

Creative Curiosity:We don’t do things because that’s how it was done before and ultimately we do more with less.Our innate curiosity leads to better innovations for our clients, our team, our company, and society.

Positive Attitude:We come to work with an optimistic outlook and we want to make a difference.Today’s challenges are tomorrow’s opportunities for growth.Together, we value and develop each other’s diverse talents, initiative, and leadership.

Startup mentality: We want ShuffleSpace to succeed; through our discipline, dedication and hard work, we trust each other to accomplish our goals and build a sustainable future. We are accountable to each other to deliver each and every day.

What we expect

Account Management

Establishing and maintaining strong relationships with our clients is essential. The CS team interacts regularly with our clients through order management and issue resolution, as well as proactive check-ins to ensure they are getting the most out of our platform and service.

●Maintainandestablishtrust for all ShuffleSpace clients and internalstakeholders

●Map out CS processes for relationship management, order management, client onboarding, issue resolution etc. and build CS rep training to ensure a consistent experience across all clients

●As clients needs may be time sensitive, you must thrive in a fast paced environment and be a quick thinking problem solver

●Be the point person for issue escalations and ensure solutions are compatible with the client’s needs, aiming to exceed their expectations

●Collaboratecloselywith sales, operations and other stakeholders to ensure a smooth client experience from onboarding and throughout the client journey

●Gatherand share critical insights into the client’s business through theShuffleSpaceCRM system

●Take ownership of the client profile in the CRM system to ensure accurate data entry, compliance and reporting

●Work with autonomy to support and provide actionable feedback and solutions to the leadership team

Client Onboarding

Onboarding is arguably one of the most important aspects of this role. The main goal ofonboarding new clients is to ensure that each client gets the most out of our product/service, leading to increased retention, loyalty, and lower churn.

●Take ownership of the full-cycle client onboarding process, ensuring a smooth experience and setting a great first impression of ShuffleSpace.

●Manage client expectations and key business outcomes with both internal and external stakeholders

●Ensure that clients are trained effectively and supported as they start to use our platform and service

What you need to succeed

The main focus of the CS manager is to make our client’s lives easier.You will thrive in this role if you have the following :

Customer service skills:

oA deep understanding of customer service principles, best practices, and techniques

Communication skills:

oStrong written and verbal communication skills to be able to interact with stakeholders at all levels

Problem-solving & Analytical skills:

oEfficiently & effectivelyidentify and resolve issues that arise with clients or other stakeholders in a fast paced environment.

oAnalyze clientfeedback and other metrics, to identify areas for improvement and develop strategies to enhance the client experience

Leadership skills:

oEffective leader who can motivate and guide the team to exceed their goals

oWorks well with ambiguity,prioritizing competing priorities and ensuring that the team is meeting service level agreements

oPossess ahigh level of emotional intelligence, including empathy, self-awareness, and understanding relationship dynamics

Technical skills:

oProficient in using technology and tools, such as CRM software (Hubspot), Client Experience and Support software (Intercom) and other software for training and interacting with clients virtually.

In Return, you can expect:

●Career growth, we will provide you with the toolsto continuously improve both yourself and the business

●A collaborative environment where ideas can be openly challenged

●A team thatlikes to havefun. Our regular team building activities are what strengthens our community

●We provide 3 weeks of paid time off per year and health benefits

A criminal background check will be required for this position

Due to the high number of applicants, we will only contact those candidates who most closely fit our requirements

We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups.ShuffleSpace is committed to provide accommodations at all stages through recruitment and employment in accordance with applicable human rights and accommodation legislation. If we can make this easier through accommodation in the recruitment process, please let us know when you are contacted for an interview.