Overview
Customer Success Manager Jobs in Toronto – Ontario at OneStream Software
Title: Customer Success Manager
Company: OneStream Software
Location: Toronto – Ontario
Category: Customer Service/HelpDesk
Position: Customer Success Manager )
ABOUT THE JOBOneStream’s mission statement “Every customer must be a reference, one success at a time” drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support. Our goal is to develop strong partnerships with our customers and make them “lifelong One Stream customers.” Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into “lifelong One Stream customers.”
The Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success. In this role, the CSM will manage a portfolio of customers within their geographic region. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within One Stream.
Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in One Stream. PRIMARY DUTIES AND
RESPONSIBILITIES
Managing your portfolio of customers:
Partner with sales to complete a comprehensive sales transition process.
Operate as a business partner to your customer and their delivery team by knowing their strategy and plan.
Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal.
Understand customer’s One Stream contractual agreements (Cloud/SaaS, Term, etc.).Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with One Stream Services (Scope, Timeline, staffing).Manage and execute the customer’s onboarding process.
Develop strong working relationship with your customer and their delivery team.
Establish and execute cadence-based “Business Review” meetings with your customer.
Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal.
Align with Customer Success
leadership
on regional metrics.
Develop and grow your knowledge of One Stream’s Platform and Market Place Solutions and share that knowledge with customers.
Promote awareness of Regional One Stream Communities and customer educational events.
Keep management informed of progress and obstacles on your portfolio of customers. Customer
Advocacy
Learn and understand what customers value in their partnership with One Stream.
Actively listen to customers and help them understand how they can get the most value from their investment in One Stream.
Champion your customer’s requests by collaborating with the Customer, their delivery team and various One Stream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.).When necessary, be the
respectful
challenger to set and manage your customer’s expectations. QUALITIES OF A SUCCESSFUL CANDIDATE REQUIRED
EDUCATION
AND EXPERIENCE 5+ years of professional experience3+ years building and managing customer relationships
Proven history of keeping customers focused on their desired business outcomes throughout their initiatives
Conceptual understa…
