Title: Customer Success Manager

Reports To: Director of Customer Success

Location: Saint John NB, or Remote (Canada)
Role: Full-Time

Who We Are

Our Customer Success team sets us apart from other organizations. We have adopted a customer-first philosophy and, as an advocate for the customer, we ensure our entire organization maintains the same philosophy.
Our goal is to create excellent relationships with each and every customer ensuring they are successful in realizing maximum value from our solution and ultimately reducing churn. The Customer Success Manager is critical in making that happen.

What Youll Be Doing

As a Customer Success Manager, you will set our customers up for success by building, managing and nurturing long-term strategic relationships. ProcedureFlow Customer Success Managers will have strong inter-personal skills, maturity, product knowledge and confidence when dealing with contacts at senior levels, and proactively maintain frequent connections.
As a Customer Success Manager, you will be a key partner in our customers success, not only helping to get them up and running by managing the implementation & execution of their contract, but also by transforming their businesses with our solution. You will exceed our customers expectations every day.
Reporting to the Director, Customer Success under the Customer For Life pillar, as Customer Success Manager you will be accountable for assigned customer accounts within all SMB, Commercial & Major segments. You will manage relationships with key contacts at all levels of the organization. As the ambassador for the customer, youll play a key role in helping to drive their success through strong product adoption, while also identifying new growth opportunities, securing renewals and minimizing churn risk.

Responsibilities Include:

• Managing your assigned accounts, establishing a cadence with each customer, and tracking and reporting back to the organization on wins, escalations and feature requests
• Deeply understanding our customers objectives and becoming a trusted right-hand advisor
• Becoming an expert on ProcedureFlow: Knowledge Governance strategy, flow architecture best practices, change management, and driving adoption & value
• Helping our customers determine how to define, measure, and demonstrate the value (ROI)
• Driving alignment with Renewals & Expansion and Sales
• Assisting with defining and optimizing the customer journey; the vision of a Red Carpet customer experience, standardizing on Customer Success Plan templates, defining and overseeing the lifecycle processes/touch points, including exec sponsor program, QBR and EBR process, etc. and assistance with creating lifecycle playbooks
• Providing superior service and support to ensure customers are successful and renew
• Troubleshooting issues, escalating where needed, and following up promptly to ensure customer expectations are exceeded
• Identifying opportunities for continuous improvement and growth in the account
• Inspiring clients to think strategically about how our platform can support their business needs
• Developing relationships that will enable us to collect success customer stories, ask for referrals, customer speaking engagements, etc.
• Working collaboratively with internal ProcedureFlow business partners in Sales, Marketing, Product, Engineering and Finance to achieve optimal Customer Experiences.
  

Who You Are

• Ability to create, influence and drive strategic action plans internally and externally
• Strong collaborator, extensive experience with customer relationship building & stakeholder management
• Goal-oriented - thrive on achieving customers and business targets
• Proactive, ability to move things forward to achieve milestones using project management skills
• Positive attitude with a professional approach
• Proven customer success, customer experience or contact center operations experience
• University degree or relevant work experience equivalence in Customer Success or SaaS roles
• Excellent communication skills (written, verbal, and customer-facing)
  

What We Offer

• Competitive Salary
• Benefits From Day One - and we cover the health & dental premiums
• Paternal Leave Top-Up
• Retirement Savings - employer matching up to 4%
• Employee Stock Options
• Home Office Equipment laptop, monitor, mouse and keyboard are all included.
• Positive Team Culture - we work hard but we also have a lot of fun together!
  

Remote Workspace Requirements

ProcedureFlowis a remote-first company, and this is a work from home opportunity. Our head office in Saint John, New Brunswick but we know you can do your work from anywhere in Canada.

You have a safe, comfortable, and ergonomic workspace and working environment - a private and quiet workspace is vital for doing your best work! You also have a reliable internet connection capable of participating in video calls.

Apply Now!

TheProcedureFlowteam is highly skilled, motivated, hardworking, and fun! This position would be ideal for you if you are looking to be part of a fast-growing SaaS business. Have we piqued your interested? Awesome! Submit an application today and lets connect.

While our many of our opportunities are remote positions, only those who are a Canadian citizen or a permanent resident of Canada with a valid Canadian work permit will be considered. All applications are appreciated, however, only those being considered for interviews will be acknowledged.

ProcedureFlowis an equitable and diverse employer; connect with us today!