Manager, Customer Success

Join to apply for the Manager, Customer Success (Maternity leave contract) role at Prophix

Join to apply for the Manager, Customer Success (Maternity leave contract) role at Prophix

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Prophix is a fast-growing global leader in financial performance management. Ambitious finance teams use Prophix One , our Financial Performance Platform, to improve the speed and accuracy of their decision-making with a harmonized user experience, stepping confidently into the next generation of finance.

Headquartered in Etobicoke, Ontario with offices in 16 cities, we work with a global network of partners across North America, South America, the UK, Europe, and Asia to serve thousands of finance leaders across nearly one hundred countries. Learn more about our offices here.

The Manager, Customer Success, reports to the Director, Customer Success and is a member of the Company’s management team. They will be responsible for providing leadership and management of the Company’s customer success management team. They will serve as the primary point of contact, leader and mentor for the Customer Success Managers within the Customer Success Department.

What You Will Do

• Manage a team of resources who are responsible for executing on corporate goals as it pertains to Customer Success with exceptional results.
• Establish and manage new programs to address any gaps in our Customer Success Methodology.
• Support team in providing superior service to ensure customers are successful in meeting their desired business outcomes.
• Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
• Ensure customers are receiving the most value from their investment by managing the onboarding experience part of the customer life cycle.
• Help in facilitating the renewals process; proactively look at addressable churn and contact customers at risk prior to renewal time and track information regarding any cancellations, forecast renewals on a regular basis and provide updates on team progress.
• Identify opportunities to cross-sell and upsell clients on additional products.
• Coach team members and customers on the best practices of using Prophix, and the use and benefit of our products and services.
• Oversee quality assurance including issue resolution, call monitoring, and development of performance metrics.
• Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.
• Manage complex customer escalations and facilitate the plan for resolution, provide support to the Customer Success team on complex renewals and account saves.
• Perform other related duties as assigned.

What You Will Bring

To succeed in this role, you will need a combination of experience, technology skills, personal qualities, and education.

Required Qualifications

• Must have a minimum of 3 years’ experience managing a Customer Success team.
• Must have the ability to think strategically and implement strategic initiatives.
• Ability to provide professional client communications, both proactively and in challenging situations.
• Experience in customer success management is required
• Excellent business consulting skills, primarily in the ability to determine business pain points and the capacity to align appropriate solution recommendations.
• Ability to think strategically and align client business pain points to solution options.
• Strong in-person and remote presentation skills.
• Effective time management and organizational skills that allows candidates to effectively manage multiple customers and team members concurrently.
• Must be comfortable working in a project environment interacting with all levels of an organization.
• A proven top performer with a diligent work ethic and willingness to go the extra mile to ensure Customer Success
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport.

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