Customer Success Manager

Job Description

Are you looking for a position that combines information technology and contribution to sustainable development? This is the challenge that awaits you at Borealis. The Borealis software solution has more than 5,000 users, who work to build trusting relationships with their stakeholders in more than 50 countries. It is therefore imperative that we provide them with complete, fast and high-quality guidance. With nearly 20 years of expertise under our belt, we have maintained our start-up mentality while becoming the leader in stakeholder engagement software. On a daily basis, this is reflected in our management style, which is more horizontal than hierarchical. We are currently looking for a Customer Success Advisor that will work closely with our Customer Success Lead, Customer Success Director, as well as Project, Technical and Sales teams. (S)He is responsible for the management of relationships with a given client portfolio and identifies key actions to undertake to maintain the relationship and make it grow. This position is 100% from home just like the rest of our team, with flexible working hours (37.5 hours/week) to adapt to our clients’ time zones. Dynamic work atmosphere, combining the start-up spirit and the international dimension of our customers. Responsibilities: Develop and maintain a relationship of trust with the clients after the initial sales Deploy account management strategies to reinforce Borealis growth ( farming ): Define growth plans on appointed client portfolio Manage and master the financial aspects of your client portfolio Identify new clients needs, and convert them into business opportunities Deliver strong business presentations to key stakeholders, often at the executive level Deliver constant proactivity to follow up and engage with clients, in alignment with internal expectations Advise clients on system adoption : Analyze adoption level of Borealis by the client, define next objective sand roll out the appropriate strategy with key stakeholders Understand new business requirements, help clients define their business processes and implement them into Borealis Act as an advisor to propose the best solutions and practices in using Borealis Suggest smart work-arounds, adapted to clients context, to help them achieve their business objectives Work directly with the SAAS to provide insightful reporting and KPIs Work closely with surrounding teams to ensure client’s objectives are met Scope and brief the Project and Technical teams for delivery of additional services Ensure the client’s proper use of the Borealis Helpdesk and Helpcenter Feed the Product team with quality information to align Borealis’ roadmap Collaborate with Account directors on strategic accounts to sustain an optimal growth Promote top of class practices around global Borealis’ usage Qualifications: Fluent in French and English, both written and spoken. A third language such as Spanish, Portuguese, Arabic, German or Russian considered as an asset. Bachelor’s degree in administration (BBA) or any other field deemed pertinent. At least 3-4 years of experience in customer success account management or solution consulting role. 2-3 years of experience with SAAS or CRM a plus. Skills: Techy – Strong technical and computer software background to support customers in a SAAS environment. You understand the technology enough to explain and simplify it to the customer. Account management – You have a successful background at growing and maintaining client’s accounts, negotiating contracts and budget, demoing projects, and scoping, both technically and financially, client’s requests. Strong communication skills – You are not afraid to pick up the phone to make sure you fully understand the client’s issue. Cultural competence – We work with clients from around the globe with various ways of treating and communicating information. They also represent various ranges of skill set to which you will be able to adapt. Excellent relationship building skills, as you will be required to develop and maintain a relationship of trust with the clients. Available to work atypical working hours (as our clients and our team are in different countries and Borealis main business hours are in Québec, Canada). Flexibility and ability to work simultaneously on different subjects. Job Types: Full-time, Permanent Salary: From $50,000.00 per year Benefits: Casual dress Extended health care Flexible schedule Life insurance Work from home Schedule: 8 hour shift Monday to Friday Supplemental pay types: Bonus pay Experience: Account management: 2 years (preferred) Language: French (required) English (required) Portuguese (required) Work Location: Remote