Overview
Senior Customer Success Manager Jobs in Vancouver, British Columbia at Alida
Title: Senior Customer Success Manager
Company: Alida
Location: Vancouver, British Columbia
About AlidaAlida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.
That’s why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.
With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers’ ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.
Over 176 million people globally have used Alida’s Total Experience platform to inform over 60,000 customer experiences initiatives.
Join us on our mission to put truth into action at www.alida.com and @alidaTXM.
As our Senior Customer Success Manager, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will empower and support our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.
Job ResponsibilitiesAccount management
Develop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content.
With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model.
Maintain a real time understanding of your customers and their adoption of our platform
Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth.
Identify expansion opportunities
Identify opportunities to cross-sell and upsell customers on additional solutions
Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business units
Be the leading advocate for our solutions within the customer organization
Inspire your customers to think strategically about how our platform can support their business needs
Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
Act as key point of contact for customer relatio…
