Customer Success Manager

Your role as a Customer Success Manager:

As a Customer Success Manager, your focus will be on the post-implementation customer journey. Ensuring seamless onboarding, driving adoption, and maximizing engagement, your role will be to help customers achieve their business objectives. You will foster strong customer relationships, secure retention, and identify growth opportunities by aligning WorkJam's solutions with evolving customer needs.

Reporting to the VP of Customer Success, you will act as the main point of contact between the WorkJam Operations team and our customers. You will be the voice of the customer; ensuring their impact is understood across support escalations, internal product discussions, and roadmap decisions. You will proactively guide customers through governance meetings, training, and best practice sharing to drive platform adoption and business outcomes. By leveraging data-driven insights, you will help customers optimize their WorkJam usage while collaborating cross-functionally to mitigate risks, enhance satisfaction, and facilitate renewals. Additionally, you will play a pivotal role in expansion efforts, working closely with sales and professional services to identify upsell, expansion and advocacy opportunities, driving long-term value for both customers and WorkJam.

What you'll be doing:

Adoption, Usage and Value:

• Customer onboarding: Onboarding new customers in collaboration with PS team to ensure successful go live.
• Thought leadership: Sharing best practices and relevant use cases to help customers maximize end-user engagement.
• Coaching & Training: Training customers to be autonomous and successful WJ administrators. Using platform knowledge to coach customers to improve their impact on operations.
• Usage: Assisting customers on how to use new and existing capabilities to achieve their desired business outcomes.
• Adoption: Assisting customers in adoption of new and existing features and ensuring frictionless roll out in collaboration with the product development team.
• Monitoring: Leveraging data, reporting and benchmarks to provide insightful usage and trend analysis to customers.

Customer Relationship:

• Customer Engagement: Cultivating strong, long-lasting relationships with the customer's WorkJam team, understanding their needs, and helping them achieve their objectives.
• Governance: Planning governance meetings and executing the cadence.
• Customer Events and Community Management: Contributing to customer community events with assigned customers. Contributing to annual event (WJD) as the customer liaison.
• Manage escalations: Managing customer expectations while assisting support with communication, prioritization, and resolution in escalation situations.

Retention:

• Risk management: Identifying churn risk, ensuring risk mitigation and customer retention by cross functional work coordination.
• Customer satisfaction: Monitoring customer satisfaction, sharing feedback for improvement. Working cross functionally to drive satisfaction up. Ensuring a unified and customer centric approach.
• Renewal: Initiating the renewal process. Briefing the sales team on any critical customer details influencing the renewal conversation.

(cont'd)

Advocacy and Expansion

• Advocacy: Documenting use cases for marketing. Identifying advocacy candidates.
• Expansion: Identifying upsell and cross-sell opportunities and collaborating with sales team to capture revenue growth. Creating the opportunities in Sales Force. Staying in touch with the sales team to be informed of progress sales process.

Voice of the Customer:

• Product: Participating in internal product review sessions to provide voice of the customer. Initiating Feature Idea requests and participating in FI process to provide feedback and customer representation on existing ideas.
• Support: Sharing end-user impact with our internal teams. Helping triaging process.
• Sales: Communicating account progress and updates with internal teams.
• Product liaison: Collaborating with product team to obtain the answer the customers questions and bring back insights to the product team. Putting them in contact when appropriate.

Operational Excellence:

• Efficiency: Working efficiently with tools and contributing to continuous improvement of processes and methodologies such as AI adoption.
• One-to-many: Creating reusable material when possible and one-to-many communication strategies.
• High impact: Focussing on high impact one-to-one or in person touchpoints.
• Collaboration: Solving for the customer in a healthy relationship with the internal WJ teams, finding the right balance between advocating for the customer and advocating for the company.

What we're looking for:

• At least 5 years' experience as a customer success manager or equivalent role in a SAAS company
• Bachelor's degree or equivalent experience in business, technology, or related field
• Ability to interact with large enterprise customers and executives
• Excellent verbal and written communication skills
• Customer centric mentality
• Solution and result oriented
• Influence and relationship building
• Ability to foster and maintain strong, collaborative working relationships with internal and external stakeholders
• Sound reasoning
• Situational awareness
• Experience in operations in the retail, hospitality, or manufacturing industry
• Ability to successfully handle multiple projects/clients at once, excellent organization, project management and time management skills
• Experience working remotely
• Ability to support pre-sales efforts and activities with existing customers.
• Experience in workforce management, digital communications, scheduling or task management is an asset
• Sales experience and financial literacy is an asset