Sr. Customer Success Manager Job Vancouver area,BC Canada,Customer Service/HelpDesk

Visier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!

At Visier, the mission of the Sr. Customer Success Manager (Sr. CSM) is to drive an exceptional customer experience through-out the post-sales journey. The Sr. CSM is responsible for a portfolio of accounts and leverages product expertise and a practitioner’s lens to align account strategy with business outcomes. The Sr. CSM plays an essential role in developing and managing ongoing relationships in order to maintain a high level of client satisfaction and loyalty.

By maintaining a proactive focus on product optimization, adoption, and engagement, the Sr. CSM drives outcomes leading to renewals, expansion and advocacy.

As the trusted partner for the customer on use-case, product functionality and talent management best practices, the Sr. CSM collaborates closely with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to see maximum value from the Visier solution. Engaging across the customer’s organization and internally within Visier, the Sr. CSM “quarterbacks” post-sales customer experiences, including those provided by various cross-functional teams, and proactively identifies opportunities and risks, presenting recommendations and solutions.

What you'll be doing...

Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution

In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals

Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships

Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier

Converts ideas into actionable plans to further increase our stickiness within a customers' organization

Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions

Meeting assigned customer satisfaction and and strategic initiative targets in collaboration with Customer Excellence leadership

Pass initial certification exams, quarterly releases, maintains expert level knowledge of Visier product offerings, configuration options, and has the ability to demonstrate to customers

Be willing to take on additional responsibilities as needed

What you'll bring to the table...

Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly

Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences

Actively builds network of relationships and uses network connections to help get things done

Entrepreneurial thinking by understanding how the customer fits into the broader marketplace

Have strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing

Proactively identifying or anticipating a need for customers prior to them asking

Working knowledge of the…


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