Go to our website »

Jobs at Allocadia

Customer Success Manager

Location: Vancouver, British Columbia, Canada

Department: Customer Success Team

Type: Full Time

Min. Experience: Experienced

Description:

Our Customer Success team is constantly growing, and we are always searching for people who love working with customers. We believe strongly in helping our customers be successful using our software and this role is critical to us continuing to turn customers into vocal advocates.

Responsibilities:

  • Provide best-practice recommendations to help our customers get the most from our solution
  • Identify opportunities, upsell and cross sell, hand over to Sales, and assist in closing additional business
  • Develop / Maintain, and grow strong business relationships with all clients
  • Professionally manage customer and management escalations to a successful conclusion
  • Develop and maintain business relationships with our key customers
  • Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal
  • Develop / Maintain, Execute, Analyze, Clarify and Integrate different sources of measurements & Customer information specific to Customer Satisfaction & Loyalty surveying.  Responsible for Action Alert follow up as a result of those surveys
  • Use the results to understand, compare & benchmark, in order to drive departmental CSAT initiatives. This will apply to all direct & indirect channels of business
  • Communicates these results & findings to the departments / functional units
  • Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends
  • Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty
  • Engage customers in discussions on solutions and workarounds to pervasive issues

Skill-Set:

  • Ideally you have an understanding of software-as-a-service, marketing workflow, and are data savvy
  • You’ll also be confidant communicating with senior marketing managers in large enterprises about their marketing budgeting, planning, and ROI requirements
  • You work well independently in a casual yet fast-paced team environment
  • You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run
  • Our customers are our first priority. And in your capable hands, they will succeed!
  • Typically you will have held a position as escalation manager, customer advocate, customer care manager, customer experience manager or similar in a software company
  • Experience in dealing with customers at senior management and technical level
  • Understands the role and importance of the customer support organization and able to articulate its mission and value
  • Understands the role of the Customer Support Engineer and builds relationships with the internal team
  • Outstanding communication skills, written and interpersonal, transcending all levels and registers
  • Ability to understand and translate complex technical assessments into business language
  • Understands how to navigate the internal hierarchy of a customer in order to arrive at a successful outcome
  • Sound, principled negotiation skill

About Allocadia:
Allocadia provides a SaaS solution to help marketing professionals manage marketing investments and gain insight into marketing ROI. Enterprises see immediate financial benefits by re-allocating marketing budgets and focusing on revenue-generating marketing programs. We are growing quickly and are one most exciting companies in the marketing software space. Our headquarters are located in the Kitsilano area in Vancouver, BC, in a world-class office environment with lounge area, media room, Herman miller office stations, kitchen stocked with snacks, and collaborative workspaces throughout the office. The neighborhood has gym facilities, coffee shops, and restaurants. Every employee receives stock options and a clear picture of our vision and goals, so you know how to contribute to the company’s success.

 

Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume ( .pdf, .doc, .docx ) or paste resume

Paste your resume here or attach resume file

Cover Letter*
LinkedInLinkedIn profile URL:
What languages do you speak fluently?
Desired salary
Earliest start date?
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*