Customer Success Manager (Remote)

Why you’ll love Softchoice:
We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people. 

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 
 

The impact you will have:

Your passion is customer success!

As a Customer Success Manager, you will focus on great customer experience throughout the lifecycle of your engagement with them.  Both passionate and a trusted partner, you will guide your customer along their adoption journey by understanding their business, their strategy, and key initiatives, all with an intention to help them achieve their key business objectives and desired outcomes.

What you'll do:

• Provide insights that help customers make decisions on how to best achieve their business or technical goals
• Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers 
• Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
• Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention 
• Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
• Ensure customer retention, as well as drive adoption and growth
• Identify and develop expansion opportunities.  Use your in-depth knowledge of our services to identify the best features/functionality for each customer’s needs and required outcomes
• Represent 'voice of the customer' to provide internal feedback on how we can better serve them.  Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience
• Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement

What you'll bring to the table:

• 5+ years of relevant work experience in a customer facing role 
• Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
• Experience managing and supporting customers in a technology driven, managed services environment
• Experience with SLO, SLA and KPI deliverables is an asset
• A proven ability to curate opportunities for growth and expansion within an existing customer base
• Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
• Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
• English and French speaking preferred

Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.  

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 19 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:
We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 6604
EoE/M/F/Vet/Disability  

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