Customer Success Manager

POSITION SUMMARY

As the Leader of the Client Success Group, you will inspire our team of dedicated Customer Service Representatives to take pride in providing clients with the renowned customer support our clients have come to expect from us. You will support our goal of providing each of our customers with an exceptional and successful user experience. This position will be reporting to the VP & General Manager, Compliance Solutions. Finally, the successful candidate must be a strong influencer and communicator who is comfortable working in a fast-paced work environment with frequently changing business needs.

As an experienced People Leader, the successful candidate will be fully versed—and be able to demonstrate—deep knowledge of Descartes Solutions, and how they best work to meet each clients’ needs and will be the point person for any upsells or upgrades. You’ll achieve this by gaining an understanding of our clients’ and their challenges by leading the customer support team’s responsibilities that include outbound calls, regular client check-ins, and training and support activities. In essence, you will be responsible for ensuring that the team is adding value during every touch point by enabling successful and meaningful outcomes.

You’ll provide direction on how to identify and address client challenges before they arise. If problems surface, your team will be able to come to you for guidance on how to ease client concerns, and communicate with the highest level of professionalism and empathy. You’ll also bring a well-developed sense of knowing when issues need to be escalated, and work with other teams within the organization to bring in the necessary resources needed for success. 

RESPONSIBILITIES

• Working with various departments to gain a deep understanding of the our suite of solutions and the industries we serve.
• Managing a consistent client check-in process in order to proactively seek out the needs of clients.
• Helping our clients overcome their challenges through understanding of their requirements
• Actively participate in daily product sessions to stay abreast of changes, new feature releases and other product enhancements and changes.
• Being driven to contribute to the continuous improvement of our solutions by proactively sharing client challenges or concerns with the various functional teams.

QUALIFICATIONS

The successful candidate will have:

• Proven success developing client relationships and driving a team. You have experience building client relationships in the software space.  Clients and teammates know they can count on you put your best foot forward even in difficult situations, support them when required, and proactively contribute ideas and solve problems.
• Successful history in Account Management. You have minimum 3 years’ experience as an Account Manager or similar role, and can successfully leverage a client centric approach when dealing with Upsell or Upgrade opportunities
• A thirst for knowledge—a passion for learning and understanding of new and evolving products, technologies—as well as a desire to know just what keeps our clients up at night. You’ll spend time learning about our market space, and suggest ways in which we can achieve our goal of becoming market leaders. You’ll arm yourself with product knowledge, leveraging your team to fill in any gaps, while being more-than-capable of researching and troubleshooting issues on your own.
• A passion for helping clients. You care deeply about the client’s experience with our products and our people.
• The ability to work independently and as part of a team. You have the experience and capability to work effectively on your own to get tasks done, while still being able able to build strong internal relationships, and lead client calls without supervision.
• Excellent leadership skills. You’ll be expected to demonstrate effective leadership by helping others succeed, in part, by putting your team, our products, and the clients who use them, above all else.

LOCATION  - Toronto, Ontario

OFFER

We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective.

APPLICATION INSTRUCTIONS

Please submit your resume and a covering letter describing why you are a unique fit for this position, to jobsna@descartes.com citing “Manager, Customer Success” in the subject of your message.  We thank all applicants for their interest in Descartes; however only those candidates selected for an interview will be contacted.  Agency calls will not be accepted.  All final candidates will be required to provide professional references and complete a background check, which will include a criminal background check and may include a credit check and verification of education and previous employment.