Senior Account Success Manager

Who is CCI?

CCi Global Technologies is a quickly growing SaaS company committed to being the most trusted source for data aggregation and reporting within the automotive industry. Our core values of respect, collaboration, and trust are embedded in every aspect of CCi’s culture and influence how we interact internally and with our customers. CCi is thriving, despite the ongoing pandemic and has seen a growth trajectory from the demand for our niche products and services. Our initiative to become an industry leader starts with developing a culture that welcomes individuality by empowering employees to be heard at all levels while providing an environment to refine skills to achieve productivity. We at CCi, are constantly engaging with our employees to ensure they feel motivated to maintain a happy and healthy work-life. We take pride in being involved in our Hamilton and Stoney Creek community with regular contributions to Mac Kids.

About the Role

Are you a proactive, customer-centric individual with a passion for building strong relationships with clients? Do you have experience in the software industry and a track record of driving customer success? If so, we have an exciting opportunity for you as an Account Success Manager at CCi! We are seeking a dedicated and motivated individual to join our team.

As an Account Success Manager, you will be responsible for nurturing and growing relationships with our valued customers. You will serve as the main point of contact for our clients, providing exceptional service and ensuring their success with our software products. You will work closely with our sales, customer support, and product teams to develop and execute strategic account plans, drive customer adoption, and identify upsell opportunities. The ideal candidate will possess a strong work ethic, exceptional attention to detail, and a relentless drive to achieve excellence in their work.

CCi operates as a hybrid working environment, combining the benefits of in-office collaboration with the flexibility of remote work. Our employees enjoy a balanced schedule, with three days spent working in the office and two days working from the comfort of their homes. This approach allows for effective teamwork, face-to-face interactions, and a productive work environment, while also providing the flexibility and convenience that remote work offers. At CCi, we believe in fostering a dynamic and adaptable work culture that promotes both employee well-being and organizational success.

Responsibilities:

• Build and strengthen client relationships to achieve long-term partnerships.
• Adapt quickly to changing priorities and work demands, demonstrating flexibility and resilience.
• Lead a team of proven junior Account Success Managers.
• Collaborate with the sales team to identify and pursue upsell opportunities with existing customers.
• Understand customer needs and pain points, and proactively address them to ensure customer satisfaction.
• Remain up to date on industry trends and competitor activities and provide insights to internal teams to help shape product strategy.
• Collaborate effectively with team members, promoting a positive and supportive work environment.
• Provide technical guidance and support to customers, including product training and onboarding assistance.
• Coordinate with customer support and product teams to resolve customer issues in a timely and satisfactory manner.
• Take initiative in identifying process improvements and implementing solutions to enhance productivity.
• Develop and implement strategic account plans to drive customer success and achieve revenue goals.
• Conduct regular business reviews with customers to review product usage, identify areas for improvement, and present new features or offerings.
• Develop a thorough understanding of our products and service offerings to better serve customers.
• Serve as the primary point of contact for assigned customer accounts, building strong relationships, and providing outstanding customer service.
• Demonstrate a strong commitment to meeting deadlines and delivering high-quality results.
• Adhere to company policies, procedures, and safety guidelines at all times.

Day-to-Day

• Maintain accurate client records, keeping track of any contract updates and renewals.
• Build a team growth strategy. You will develop a set of processes and best practices, creating a playbook and metrics that define success. You will identify skills and knowledge gaps and work towards designing and implementing a formalized coaching and development plan for the team.
• Build an effective account success team. You will spearhead establishing a group of professionals well-versed in delivering a stellar customer experience. You will mentor and coach them on the best ways to address customers, from check-in processes to answering queries and ultimately resolving concerns they may express.
• Contribute to the improvement of our solutions. You will ensure that customers can overcome challenges or issues while working with our solutions. You will analyze and drill down to further identify customer segments and personas - and build a more profound customer success approach to optimize their experience.
• Generate progress reports for clients and senior leaders within the organization.
• Understand our products and solutions. You will collaborate with the teams across Descartes to gain a working knowledge of our solutions. You will grow your understanding of the customer's voice concerning trade compliance and risk. You will actively share customer experiences with our product and development teams, offering insight into how to improve our SaaS solutions across the board.

Travel Requirements:

• Willingness to travel occasionally for customer meetings or industry events.

Requirements:

• Proven experience in account management, customer success, or sales in the software industry.
• Strong problem-solving skills and ability to think strategically to drive customer success.
• Ability to work in a fast-paced, dynamic environment and manage multiple customer accounts simultaneously.
• Ability to work three days at our office in Burlington Ontario.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Bachelor's degree in business, computer science, or a related field.
• Technical aptitude and ability to understand complex software products.
• Self-motivated, proactive, and results-oriented mindset.

CCi Global Technologies is a rapidly growing company that offers competitive compensation, including a base salary and commission, along with a comprehensive benefits package. Join our team and be a part of our mission to help our customers succeed with our cutting-edge software solutions!

To apply, please submit your resume and a cover letter detailing your experience in account management and customer success in the software industry. We look forward to hearing from you!

Job Type: Full-time

Salary: $90,000.00 per year

Benefits:

• Casual dress
• Extended health care
• Paid time off
• On-site parking
• Dental care
• Life insurance
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Burlington, ON L7P 5B1: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have any experience in the automotive collision industry?

Experience:

• SaaS Account Management: 8 years (required)

Work Location: Hybrid remote in Burlington, ON L7P 5B1

Expected start date: 2023-08-01