Sr. Customer Success Manager

Who Is Orbit & How Are They Changing The World? 

 

Orbit Group is a leader in employee performance improvement, providing data-driven coaching tools for enterprise call centers. They make their clients better, stronger, fitter – like boot camp for contact centers. Their proprietary coaching methodologies and performance feedback software have been field-tested and honed over 10 years. They have an impressive list of long-term enterprise clients, with whom they partner closely for fast, sustainable, and impressive results. This kind of commitment to success for clients requires outstanding people who are equally committed to the highest standards of performance.

 

 

They're excited about getting the right cultural fit when hiring.

 

To be a valued contributor, their people have to be technically knowledgeable and extremely capable. Just as important, they need to be mentally flexible and intellectually curious about the opportunities and challenges our customers face. The team shares a willingness to do whatever it takes to provide a solution that delivers results.

How Will I Make An Impact?

Reporting to the Vice President, Client Accounts the Sr CSM will be an integral part of shaping what the customer experience looks like.

 

You’ll be responsible for not only working with Enterprise customers but also helping to build/shape the Customer Success organization within Orbit. 

 

Your duties will include, but will not be limited to:

  • Building and nurturing relationships with the key stakeholders of assigned accounts

  • Servicing multiple clients concurrently and meeting deadlines

  • Collaborating with Clients to understand their business needs and acting as a true SME and Trusted Advisor to build a strategy with defined goals that demonstrate measurable outcomes

  • Managing monthly and quarterly account review meetings to support financials, SLAs and Client account metrics

  • Advocating for your Clients - understanding their needs and translating those to internal teams (i.e. Product, Engineering, etc)

  • Working closely with Product Management - managing Client feedback, understanding the scope of the ask, working with Product to figure out delivery/feasibility, and keeping your Clients updated on every step of the way

  • Interacting with customers to drive adoption, engagement, and solicit product feedback

  • Managing financial objectives for accounts, including billing

  • Identifying opportunities to grow business with existing clients

  • Supporting Sales and new Client onboarding

  • Up to 50% travel required (once it is safe to travel)

 

How Do I Know If This Is For Me?

 

You are someone who loves to grow, scale, and create processes/structures when there isn’t any laid out for you. You’re looking for a broad scope of responsibility, working with an experienced leadership team. You are obsessively analytical and results-driven. And you love to bring creative ideas, a collaborative attitude, and a ton of ambition and energy to a team.

 

Do I Have What It Takes?​

  • You have 5+ years of Customer Success experience in a SaaS company 

  • You have an understanding of Product Management and the critical role customers and CSMs play in helping to shape the product roadmap

  • You lead with empathy and know what it takes to be a customer advocate and relationship builder 

  • You’re a creative thinker and problem-solver with a commitment to process improvement

  • You have a positive attitude, are friendly and fun to work with; while remaining a flexible team-player

  • You’re highly organized and efficient

  • You have exceptional communication skills, both verbal and written

 

 

If this sounds like you or you have someone to recommend, send a note to erin@artemiscanada.com

Does this sound exciting to you?
Get in touch with Erin!

info@artemiscanada.com   |   22 Regina St N, Waterloo, ON

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