Department Focus:The Growth team at Deliverect is a dedicated group of proactive and experienced professionals focused on empowering customers to achieve significant growth. By serving as strategic partners, we deeply understand our customers' evolving business needs to offer tailored support and guidance that maximizes the Deliverect platform's potential. We foster strong, long-term relationships, collaborating closely to identify unique opportunities and co-create innovative strategies for their continued success in a dynamic market.
Your Impact:As an Enterprise Customer Success Manager, you'll be the strategic anchor ensuring our enterprise customers thrive and achieve maximum value from the Deliverect platform. You will focus on driving product adoption and fostering long-term loyalty for a mixed book of accounts, acting as the bridge between our customers and our internal Product and Support teams. Your role is pivotal in fueling retention and revenue growth through exceptional support and a data-driven approach to customer health.
Important information- Fluency in English is required, with strong written and verbal communication skills being essential.
- French language skills would be considered a strong asset.
- This is a full-time, hybrid role working 1 week per month in the Toronto Office
- The expected annual OTE for the role is between $105,000 CAD and $133,000 CAD.
- This position is for an existing vacancy.
What you will do:- Design and execute clear client retention goals that demonstrate the measurable value of the Deliverect product to enterprise business operations.
- Monitor client milestones for software implementation, serving as the subject-matter expert from initial setup through advanced feature navigation.
- Utilize data-driven insights to provide high-level reporting that showcases how Deliverect improves customer profitability and operational efficiency.
- Identify upsell opportunities for new features and products by deeply understanding unique client needs throughout the relationship lifecycle.
- Build and maintain strong, consultative relationships with key stakeholders.
- Develop tailored presentations and educational materials to effectively communicate product value to diverse internal and external audiences.
- Review customer feedback and concerns proactively to drive continuous improvement in the enterprise customer experience.
- Collaborate closely with internal teams, including Sales and Product, to ensure seamless execution of high-priority projects and client satisfaction.
What you will bring:- 3+ years of experience in Customer Success (B2B/B2C) or Account Management, preferably within a fast-paced SaaS environment.
- Proven proficiency with industry tools such as Planhat (CSP), HubSpot (CRM), Google Suite, Slack, and Zoom.
- Strong technical aptitude with the ability to grasp new software applications quickly and translate technical concepts for business decision-makers.
- Exceptional communication and interpersonal skills, with the ability to foster positive relationships via phone, email, and video.
- Demonstrated experience in project management, including the ability to manage multiple tasks and solve complex problems under pressure.
- A solutions-driven mindset with a commitment to customer success and a positive approach to organizational challenges.
- Relevant degree or equivalent work experience, along with a background in SaaS sales
- Fluency in French is highly beneficial for our North American market.
- Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.
