Lead, Client Success Manager

Job Description

• Guide a team of CSMs to achieve their goals; resolve issues; escalate to CSM management;
• To be a key post sales resource for your portfolio of clients;
• To proactively establish and nurture a solid relationship at all client levels;
• You have a deep understanding of our clients unique challenges and will offer customized solutions to remove any potential roadblocks;
• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience;
• Work collaboratively with our Customer Success Specialists in delivering SOWs;
• Generate engagement on our upscale services by promoting training and driving new solution adoption in new client project needs;
• Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data, and lead meetings with main stakeholders using your strategic skills for account growth;
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience, and bring value.

The Lead CSM is responsible to ensure a team of Client Success Managers achieve their goals and outcomes. Partnering with Success leadership, the Lead will provide input on performance, goals, process improvements, and KPIs for the improvement of the team and function.

The Lead CSM will share CSM responsibilities, working directly with critical or strategic clients.

CSM responsibilities include:

Ensure clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.

Proactively engage, nurture, and bring success to our clients while also keeping Intelerad’s best interests at heart. He/She is responsible to ensure that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services.

• Partner with clients to maximize their return on investment
• Through proactive regular contacts, establish a relationship at all client levels
• Ascertain a deep understanding of the clients’ unique challenges and how our solutions drive value
• Assess and initiate project requests to address clients’ needs and build comprehensive SOW
• Mobilize internal technical teams to meet clients’ goals
• Manage escalations for client issues, act as a liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Be the point of escalation for critical client issues and recommend process improvement
• Present client progress vs. goals during business reviews
• Understand the client’s changing needs and update the plan accordingly
• Generate engagement and drive solution adoption along the customer journey; particularly during: go-live, on-going usage, solution upgrades, and renewals - help clients get the most from product updates and new services as they become available
• Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency
• Be the point of escalation for critical client issues and recommend process improvement

Qualifications

• University degree or pertinent working experience
• Minimum 4years of experience in client facing roles in Software and IT industry
• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
• Ability to travel up to 20%

• You are a natural relationship builder
• Amazing track record in a Client Services Role in a B2B (SaaS) environment
• You like to travel across North America and have a valid driver’s license & passport
• You thrive in a multitasking fast-paced environment
• You are confident, have high-energy and are a great team player
• Polished communication skills in English (both oral and written)

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minutesonline assessment as part of your candidate application