Customer Success Manager
THE OPPORTUNITY:
*Open to candidates that reside in the Oakville, Canada and Ann Arbor, Michigan area*
A Customer Success Manager develops relationships with our customers to ensure they have a healthy & Successful VelocityEHS journey. They are our customers champion and recognize the value of caring for customer relationships. The Customer Success Manager is responsible for engaging with customers’ post-sale by helping implement and setup their solution, drive user adoption and ensuring high retention & upsells. This position requires prior onboarding or customer success / account management experience. The Customer Success Manager represents a wide range of VelocityEHS users by utilization of the solution, health scores, and overall satisfaction.
Key traits to succeed with VelocityEHS’s innovative Customer Success team include strong active listening, incredible communication, meticulous organization, reliable, and most importantly, a team player.
PRIMARY DUTIES AND RESPONSIBILITIES:
Key Responsibilities include:
- Work with customers to develop effective implementation plans including scope, priorities, schedules, follow up’s and overall customer implementation lifecycles within boundaries and service budgets
- Support customer onboarding based on subscription type and drive initial adoption
- Develop, care, and manage relationships with your customers. This includes increasing adoption, ensuring retention and promoting satisfaction
- Be a devoted advisor to your customer and drive continues value of our products and services
- Recognize the goals and objectives of your customers and help them achieve success
- Identify and develop cross sell and up sell opportunities
- Be an advocate for your customers’ needs within VelocityEHS
- Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that will interact with each customer
- Contribute solutions that positively impact the business and our customers, ideally becoming a devoted advisor to the customer
- Provide troubleshooting of services to diagnose customer issues and what can be done to rectify the circumstance
SKILLS/QUALIFICATIONS/WORKING CONDITIONS:
Minimum Skills & Qualifications:
- Bachelor's degree or equivalent experience required
- 1 -2 years of customer-facing work (service, support, success or consulting for example)
- Excellent multi-tasking, organizational and prioritization skills
- Excellent customer service skills with a strong customer-driven personality that takes ownership of issues and follows through to completion
- Detail oriented & analytical
- Excellent verbal and written communication skills
- Strong listening and interpretation skills
- Customer-satisfaction-driven, self-sufficient and reliable
- Effective team player, quick learner, and self-motivated
- Passionate about customer satisfaction and his/her work
- Proficient with internet browsers (Google Chrome, Mozilla Firefox, Internet Explorer, etc.)
- Proficient with the use of Microsoft Office 2010 products (Outlook, Word, Power Point, Excel, etc.)
Preferred Skills & Qualifications
- Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation
- Familiarity with web conferring software, such as Teams
- Experience in a Software as a Service (SaaS) environment and product training, a plus
- Experience with Project Management skills and/or Consulting, a plus
Desired Personal Profile:
- Self-starter able to collaborate actively with others in a cross-functional team
- Flexible and able to work independently, managing multiple tasks at any given time
- “Roll-up your sleeves” attitude to get things done
- Lead by example attitude
- Insight and ability to identify with a user mindset and recognize business need
COMPANY DESCRIPTION:
VelocityEHS is the largest and fastest growing environmental, health, safety (EHS) and sustainability software company in the world. More than 8 million people rely on our innovative on-demand (cloud-computing technology) safety and compliance management solutions to do their jobs safely and protect the environment.
At VelocityEHS, success is an everyday occurrence. Everyone who walks through our doors has an opportunity to make an impact. Our people make the difference at VelocityEHS – that's why we're not just looking for people with the right skills, but for those with the right drive, the right passion and the right character to make our entire team better. We still operate with the same start-up mentality that has made us the leading cloud EHS company, and offer each and every employee the opportunity to grow and reach their full potential.
We’re driven by the work we do to keep others safe, but we also like to have fun while doing it. We believe in producing great results, but also in enjoying the ride. Work-Life balance means two things at VelocityEHS – having time for your life outside of work, and taking steps to bring more life into the workplace. Between all the variety of workplace events, volunteer opportunities and other group activities available, we never forget that dynamic people need and deserve a place to work.
Finally, we understand that taking care of our customers starts with taking care of our employees. Our benefits include excellent medical and dental plans, matching 401(k) saving plan, and RRSPS saving plans, generous PTO and more. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. We welcome and encourage diversity in the workplace. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.