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Senior Customer Success Manager (Bilingual)
Company | Karbon |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-24 |
Posted at | 1 year ago |
About Karbon
- Acquire and maintain a working knowledge of the value proposition of the platform as well as the existing and future needs of the customer
- Ensure that considerable value is realized by the customer on the platform in the first 90 days after sale.
- Establish relationships with the Karbon Champions that exist across the entire Karbon customer base and assist them in advocating within their own organizations by providing useful and comprehensive tools, training and content.
- Partner with internal stakeholders including but not limited to vertical SME’s, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence
- Solve customers’ problems by building partnerships, driving product/feature adoption, and ensuring they actualize the value proposition from their investment. Be creative and adaptable in suggesting solutions to clients’ unique problems.
- Accurately Identify risk of customer churn and put value-add actions in place to mitigate possible churn. Develop a repeatable process and methodology that can be followed by others as Karbon expands.
- Expand the usage of Karbon by engaging with the customer and understand further use-cases for Karbon for people outside the existing user base. Drive growth in existing customers after 90 days of the sale by educating, cross-selling and up-selling Karbon by promoting awareness and adoption of the product.
- Partner with product/customer marketing to produce continually enhanced vertical/industry specific assets that drive customer engagement
- Advocate for services and offerings provided by the Success teams and build and assist sales to provide those offerings during the sales process and competently deliver those offerings, including building and improving the relevant materials and content for those offerings.
- Increase the participation in free service offerings such as the Getting Started & Onboarding webinar series.
- Build relationships with your customers and maximize learning by communicating innovation and best practices in the accounting and professional services industry
- Champion the voice of the customer internally by giving product feedback to Product/Engineering in a effective manner for improvements and road mapping
- Develop a strategic and granular understanding of your customers in order to ensure their KPI’s are aligned with their long term goals and are being met and/or exceeded on a consistent basis
- Ability to combine the work of managing your own clients, building long-term relationships, and recommending solutions to their problems through the use of Karbon products and services.
- Effective project management skills, including ability to manage resources on a cross-functional team.
- Excellent communication skills with the ability to explain complex concepts clearly and efficiently while giving consultative advice to help our clients grow their performance.
- Physically based in the US or Canada and comfortable working with a remote, international team.
- Professional spoken and written English and French is required.
- Minimum of 5 years of industry experience in B2B SaaS Accounting, Business Development, Customer Success, Professional Services, or Training/Education with an impressive track record of meeting and exceeding account health or revenue growth targets on a consistent basis.
- Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support our customers
- Flexible work hours
- Fully paid medical and dental benefits
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Work remotely or in one of our co-work spaces
- Work with (and learn from) an experienced, high-performing team
- Annual health care spending account
- Be part of a fast-growing company that firmly believes in promoting high performers from within
- Generous parental leave
- Up to 5 weeks paid vacation per year
- Working from home allowance (where we don't have any co-work spaces available)
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