Overview
Customer Success Manager Jobs in Concord, ON at Memofix Hitech Services Inc
Full job description
Title: Customer Success Manager (CSM)
Position Summary:Memofix is a well-established entrepreneurial IT hardware services company with opportunities for growth and advancement. The Customer Success Manager is responsible for managing customer projects including identifying new opportunities, quoting, planning and execution. The position requires someone who wants to be customer facing and has superior skills in organization and project management and is able interact with a large group of different stakeholders with diverse skills against a background of frequently changing business needs.
Position Goals & Objectives:The goalsand objectives of this position are to
1. Grow named account revenue profitability.
2. Be the customers voice inside of Memofix.
3. Expand and strengthen relationships within named accounts.
These objectives must be met within the context of the Memofix quality policy which is to understand and meet the Customers’ requirement, follow procedures and processes and commit yourself to continuous improvement.
Duties and Responsibilities:
– Engages with customers or Memofix Business Development on a regular basis to identify or respond to new opportunities.
– Develops plan to address new opportunities including resource allocation, budgeting, timing and quotations.
– Prepares Statements of Work.
– Organises both internal and external resources including identification of required skills, scheduling and Statements of Work
– Prepares and monitors detailed project plan and reporting to both internal and external stakeholders.
– Monitors ongoing projects which have been implemented as the first point of contact for customer.
– Ensure that the internal Memofix team understands what the customers strategic direction is and how Memofix fits into that strategy and in turn why the success of the customer is important to the achievement of Memofix’s strategic direction.
– Role must ensure that internal team has everything required to succeed.
– Second or third level of escalation for the customer.
– Introduces customer representatives from different functions to internal team members as appropriate to eliminate bottle necks and form distributed relationships between Memofix organization and the customer.
– Keep customers engaged (events, regular touch, QBR’s, sharing knowledge).
– Proactively identify threats and challenges.
– Prepares customer revenue forecasts.
– Work proactively with finance to resolve invoicing issues. Identifies opportunities for savings and works with operations to implement changes.
– Monitors daily customer stats and KPI’s and revenue.
– Reports on SLAs and reasons for SLA miss.
– Maps the customer (Org chart/decision makers).
– Ensure CRM is up to date for the customer.
– Ensure contracts and pricing are current.
– Ensure project work instructions are in place and current.
Academic/Educational Requirements:
Public College Diploma or undergraduate degree are desirable.
Personal Characteristics:
Work Hard: A high energy example for your team and others around you.
Support the Team: Support your own team and the bigger team around you.
Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
Organization: Set priorities, be a self starter, develop a work schedule, monitor progress towards goa…
Title: Customer Success Manager
Company: Memofix Hitech Services Inc
Location: Concord, ON
Category:
