Are you passionate about building strong relationships and ensuring customers achieve success? Are you interested in working for a Canadian company that provides leading edge IT products and services that protect and enable Canadian business and organizations? We’re looking for a dynamic Customer Success Manager to join our team and be the trusted advisor our clients rely on. In this role, you’ll have the opportunity to drive customer satisfaction, retention, and growth by providing strategic guidance, proactive support, and tailored solutions. If you thrive in a collaborative environment, enjoy problem-solving, and are excited about making a real impact for Canadians, we’d love to hear from you!
Job Summary:
As a Customer Success Manager, you will play a pivotal role in ensuring customer satisfaction, retention, and growth by addressing customer challenges and aligning solutions with their business needs. This position involves the analysis of large datasets to uncover actionable insights, driving both customer success and internal process improvements. You will collaborate across multiple departments such as support, sales, and technical teams to resolve issues efficiently and provide strategic recommendations based on customer feedback.
This role also emphasizes customer engagement, where you'll lead quarterly business reviews, offering data-driven insights to foster strong client relationships. You will oversee account audits to ensure accurate configurations and customer information, while continuously seeking to enhance the overall customer experience by developing strategies based on insights and feedback.
Key Responsibilities:
* Quarterly Business Reviews (QBRs): Conduct regular business reviews with clients to discuss performance, address needs, and plan for future goals. Use QBRs to present roadmap updates, highlight successes, and identify service expansion opportunities.
* Account Health Monitoring: Regularly review customer accounts, assess their service usage and health, and proactively address any concerns to ensure optimal service performance.
* Proactive Support and Issue Resolution: Identify, analyze, and resolve issues before they impact the customer. Act as an escalation point for technical issues, collaborating with internal teams to deliver timely solutions.
* Performance Management: Drive efforts to meet and exceed Renewal, Growth, and KPIs as defined by management. Proactively identify opportunities to improve customer satisfaction, retention, and expansion through data-driven insights and strategic engagement.
* Customer Satisfaction and Retention: Actively monitor customer satisfaction through surveys and feedback loops, implementing necessary changes to enhance retention.
* Data-Driven Insights: Utilize data to showcase service impact, present performance metrics, and deliver regular reports on service effectiveness, security posture, and areas for improvement.
* Collaboration with Cross-Functional Teams: Work closely with Sales, Service, and technical teams to ensure cohesive service delivery, resolve escalated issues, and facilitate a smooth customer journey.
* Report Management: Maintain, enhance, and continuously improve client reporting to ensure accuracy, relevance, and value. Proactively refine reports to align with client needs, providing meaningful insights that drive informed decision-making.
Qualifications:
* Must have or be able to obtain Government of Canada Secret Security Clearance
* Minimum 5+ years in Customer Success, Account Management, or a similar role within an MSP/MSSP environment.
* Familiarity with cloud computing, cybersecurity, enterprise applications, IT managed services, and emerging tech trends.
* Ability to work cross-functionally and influence internal teams and external stakeholders.
* Strong analytical and problem-solving skills.
* Excellent written and verbal communication skills with the ability to present data in a clear and actionable manner.
* Strong organizational skills with the ability to manage multiple projects.
* Ability to create reporting for Senior Leadership – and present findings/recommendations.
Key Skills:
* Detail-Oriented– Ensures accuracy in processes, contracts, and customer needs.
* Excellent Communicator– Strong verbal and written skills to engage customers and internal teams effectively.
* Sales-Level Technical Knowledge– Understands the solutions well enough to articulate value and identify upsell opportunities.
* Analytical Thinker– Can assess data, trends, and customer feedback to drive proactive strategies.
* Curious & Growth-Minded– Willing to continuously learn and adapt to evolving trends and customer needs.
* Thorough & Proactive– Anticipates challenges and ensures nothing falls through the cracks.
About Decisive Group, A Calian Company:
Since its launch in 2001, Decisive Group has grown to become one of Canada’s market leaders in Enterprise IT Infrastructure, Cloud and Cyber Security. Its team of specialists has extensive experience solving real-world problems, and in designing, building and implementing solutions that help its clients grow and protect their business today and in the future. Decisive’s Enterprise IT Infrastructure services are far beyond those of traditional vendors, delivering positive ROI while ensuring that clients’ projects remain on budget and on scope. Our Cloud and Cyber Security offerings optimize and protect the most complex information and data networks. Since 2023, Decisive Group has been a part of Calian, a Canadian company that helps people communicate, innovate, learn and lead safe and healthy lives.
We hire the best of the best, creating an environment that engages and encourages growth and development. It isn’t just us that think so, we have the awards to back it up; bringing home an Ottawa Business Journal’s Employee Choice award five times.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Decisive is an equal opportunity employer, with policies and practices intended to build an inclusive and accessible work environment.
If you require accommodation during the recruitment process, please include in your cover letter when applying for the position and all efforts to provide the appropriate accommodation will be put into place.
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