Customer Success Manager

Job Description

Shorten your drive to work with OnePlan’s remote-first work environment where you can learn and enjoy being a part of a tech-savvy and witty team; all while never leaving your favorite place. At OnePlan Solutions we want our employees to achieve mastery and autonomy, while empowering each other to achieve our goals. As an organization, this means optimizing the success of our customers through technology, learning, and expertise, all while having the courage to adapt. This openness to continuous improvement is at the core of our playbook and we take pride in nurturing and learning both within and outside the organization. Lastly, the best part about working at OnePlan is our guiding principle of “Have Fun”; we love to stay lighthearted and make sure our team members have the room to enjoy themselves each day. OnePlan is a trusted global provider of digital transformation services and solutions, with expertise in portfolios of products, services and projects. In 2019 and 2020, 2021 and 2022 OnePlan’s team was awarded the Global Microsoft Partner of the Year for Project and Portfolio Management award and finalist demonstrating breakthrough customer impact and solution innovation. We have numerous Microsoft credentials, as well as key certifications in the Scaled Agile Framework. JOB DESCRIPTION The role of a Customer Success Representative is pivotal in providing efficient administrative assistance to the Customer Success team. This role primarily involves organizing customer subscription and purchasing records, managing data, coordinating communication, preparing customer quotes, and supporting various administrative tasks to ensure seamless operations within the Customer Success department. This is a remote position. Our team members reside throughout North America. Since employees will be working remotely (from home), applicants from anywhere in North America are encouraged to apply. Responsibilities: 1. Renewal Management: Collaborate closely with Customer Success Managers and Sales teams to track subscription renewal dates and proactively initiate renewal discussions with customers. Maintain accurate records of subscription renewal timelines, terms, and negotiations in the CRM system. Create and manage renewal proposals, contracts, and associated documentation, ensuring timely and accurate completion. Provide administrative assistance to Customer Success Managers, specifically, reviewing customer subscription information listed in the CRM system, preparing a subscription renewal quote based on the information, and presenting it to the Customer Success Manager to review and approve before sending it to the customer. Prepare presentations, reports, and documents as needed for client meetings, reviews, or internal discussions as needed. 2. Data Management: Maintain and update customer information, interactions, and feedback in the CRM (Customer Relationship Management) system. Assist in generating reports and dashboards to track customer success metrics, usage trends, and other key performance indicators. 3. Communication and Coordination: Facilitate communication between various teams within the organization to ensure smooth customer onboarding, issue resolution, and ongoing support. Serve as a point of contact for customers regarding administrative inquiries, directing them to the appropriate team members when necessary. Collaborate with the sales, marketing, and product teams to ensure alignment on customer needs and objectives. Provide additional support to customers when necessary, aiding in issue resolution or escalation to the appropriate departments. 4. Continuous Improvement: Proactively identify opportunities for improving internal processes, tools, or documentation to enhance the efficiency of the Customer Success team. Stay updated with industry trends and best practices in customer success to contribute innovative ideas for improving customer satisfaction and retention. Qualifications and Skills: Bachelor's degree in Business Administration, Marketing, Communications, or related fields preferred, but not required. Proven experience in an administrative support role, preferably in a customer-facing or SaaS environment. Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite. Excellent organizational and time-management skills with the ability to prioritize tasks effectively. Excellent communication skills, both written and verbal, with a customer-centric approach. Fluency in English. Analytical mindset with the ability to interpret data and generate insights. Ability to work collaboratively in a fast-paced, dynamic environment. Application Requirement: Applicants must provide examples of previous work, demonstrating a range of skills in video creation and motion graphics. Upon receipt of an offer letter, candidates will be subject to a standard background check process. OnePlan Solutions is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes, including our work environment. We especially welcome applications from Indigenous peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+. We also encourage applications from people with disabilities, and accommodations will be available on request from candidates taking part in all aspects of the selection process. We will accommodate the needs of applicants throughout all the stages of the recruitment and selection process. All information that is received regarding accommodations will be kept confidential.