SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced
Strategic Customer Success Manager to ensure the long-term success of our clients by nurturing exceptional client relationships and delivering continuous value through our platform. This role involves working closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes. The ideal candidate is passionate about client service and skilled in handling complex client portfolios.
SOCi expects to pay a base salary in the range of $90,000 - $120,000 CAD base plus a variable. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.
How You'll Make an Impact- Develop and maintain strong relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions.
- Act as the lead point of contact for all strategic client matters, anticipate clients' needs, and work within the company to ensure deadlines for client deliverables are met.
- Plan and conduct regular check-in meetings to ensure client satisfaction and retention.
- Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products.
- Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features.
- Monitor and analyze clients' usage of our product and generate insights to enhance their user experience.
- Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment.
- Handle and resolve customer requests and issues promptly and effectively.
- Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals.
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns.
What You'll Need to be Successful- Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
- Must Have:
- 5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients.
- Strong empathy for customers and passion for revenue and growth.
- Demonstrable ability to drive continuous value of our product(s).
- Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels.
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively.
- Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc.
- Strong analytical and problem-solving skills with a solution-oriented mindset.
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
- Education Requirements: Bachelor's degree in Business Administration, Marketing, Communications, or related field.
Upon posting, applications for this position will be accepted on an ongoing basis.
What SOCi Provides to You- Comprehensive Benefits Package (full-time permanent, non-contract roles only)
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible Work Environment (full-time, non-contract roles only)
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
- Empowering Career Growth and Success
What's Important at SOCiLed by a team of industry experts, SOCi is leading the pack in agentic marketing for multi-location brands. Our passionate team of SOCialites work from home around the globe!
Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.
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