Customer Success Manager - Toronto

Customer Success Manager

Job Description: Customer Success Manager Since 1994, The Answer Company has been helping organizations answer questions about investments in technology and information systems. As both a Sage and Acumatica ERP partner, the entire team offers thought leadership & expertise on both solutions to a wide array of industries. With offices in Vancouver, Calgary, Edmonton, Winnipeg, Toronto, and Portland. The Answer Company’s goal is to make companies more successful at what they do and gain the confidence to make profitable moves in their respective industries. We currently have an exciting opportunity for a Customer Success Manager based in the Greater Toronto Area. The CSM will be responsible for strategically engaging and managing a portfolio of dedicated accounts for our cloud accounting and ERP solutions. This individual will develop an understanding of the customers’ businesses and goals while providing personalized recommendations and selling additional licenses/software to their dedicated accounts, including new modules, users, 3rd party software applications, hardware, hosting, and service level agreements. This position will work closely with other internal teams, including Managed Services, Accounting, and Marketing. Check us out if you: Want to join one of the best professional services organizations in Canada—one of BC’s Top 100 Technology Companies; Be part of a dynamic team of industry experts that are committed to serving our customers through collaboration and innovation; Enjoy an awesome company culture with friendly co-workers that focus on success for the entire team; Are interested in working in a flexible environment that supports both office and remote work; Are looking for a competitive compensation structure that rewards top performers. We have strategic relationships with the best industry manufacturers, vendors and distributors. We will provide you with the tools, products, services and training required to do a high-quality job for our customers. Key Responsibilities: Focus on customer success and retention—supporting an excellent customer experience; Develop and maintain relationships with key business executives and IT stakeholders for all designated accounts; Gain a comprehensive understanding of our products and services to provide relevant adoption and technical recommendations on solutions and enhancements; Place calls to customers on a regular basis to follow-up on their overall satisfaction with software applications and service from TAC; Determine potential opportunities for additional services and identify areas for improvement; Contact customers regarding their maintenance renewals and help facilitate all renewals due; Work with the customers to ensure they are leveraging the solution and achieving success while engaging fee-based resources as necessary; Prepare and send quotations to customers for add-on purchases and/or contracts for professional services; Manage customer communications and opportunities in CRM; Meet expectations related to Sales Quota targets; Supporting relationships with software vendors including Sage, Acumatica and key 3rd party vendors; Update and maintain CRM to include current applications being used by customer accounts; Be the primary point of contact for designated customer accounts. Qualifications: Post-secondary education in either Business Administration, Sales, Marketing, or another related program; 2 years+ experience in account/customer success management within the SaaS industry; Technical proficiency—ability to learn and demonstrate new technologies; Cloud or on-premise ERP knowledge is an asset; Experience with a CRM system or client database; Excellent verbal and written communication skills—strong phone presence, presentation skills, and ability to write professional emails; Strong business acumen; Demonstrated ability to deliver exceptional customer service; Ability to effectively build/maintain relationships; Proficiency in either MS Office or G Suite. Join The Answer Company team today! We offer competitive salaries and benefits to bring in the best and brightest and provide ongoing training to continue your development. Our company culture is also dedicated to community service and we would be happy to help you support the causes you care about. The Answer Company celebrates our employees and creates a fun and engaging work environment with the opportunity for long-term growth. We thank all applicants for their interest however only those selected for an interview will be contacted. Company Description:The Answer Company is a growing customer-focused professional service company that has been helping organizations answer questions about investments in technology and information systems since 1994. As a Sage and Acumatica ERP partner, the entire team offers thought leadership and expertise on our portfolio of solutions.

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