Customer Success Manager
Our Customer Success team is constantly growing, and we are always searching for people who love working with customers. We believe strongly in helping our customers be successful using our software and this role is critical to us continuing to turn customers into vocal advocates.
Responsibilities:
    Provide best-practice recommendations to help our customers get the most from our solution
    Identify opportunities, upsell and cross sell, hand over to Sales, and assist in closing additional business
    Develop / Maintain, and grow strong business relationships with all clients
    Professionally manage customer and management escalations to a successful conclusion
    Develop and maintain business relationships with our key customers
    Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal
    Develop / Maintain, Execute, Analyze, Clarify and Integrate different sources of measurements & Customer information specific to Customer Satisfaction & Loyalty surveying. Responsible for Action Alert follow up as a result of those surveys
    Use the results to understand, compare & benchmark, in order to drive departmental CSAT initiatives. This will apply to all direct & indirect channels of business
    Communicates these results & findings to the departments / functional units
    Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends
    Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty
    Engage customers in discussions on solutions and workarounds to pervasive issues
Skill-Set:
    Ideally you have an understanding of software-as-a-service, marketing workflow, and are data savvy
    You’ll also be confidant communicating with senior marketing managers in large enterprises about their marketing budgeting, planning, and ROI requirements
    You work well independently in a casual yet fast-paced team environment
    You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run
    Our customers are our first priority. And in your capable hands, they will succeed!
    Typically you will have held a position as escalation manager, customer advocate, customer care manager, customer experience manager or similar in a software company
    Experience in dealing with customers at senior management and technical level
    Understands the role and importance of the customer support organization and able to articulate its mission and value
    Understands the role of the Customer Support Engineer and builds relationships with the internal team
    Outstanding communication skills, written and interpersonal, transcending all levels and registers
    Ability to understand and translate complex technical assessments into business language
    Understands how to navigate the internal hierarchy of a customer in order to arrive at a successful outcome
    Sound, principled negotiation skill
About Allocadia:
Allocadia provides a SaaS solution to help marketing professionals manage marketing investments and gain insight into marketing ROI. Enterprises see immediate financial benefits by re-allocating marketing budgets and focusing on revenue-generating marketing programs. We are growing quickly and are one most exciting companies in the marketing software space. Our headquarters are located in the Kitsilano area in Vancouver, BC, in a world-class office environment with lounge area, media room, Herman miller office stations, kitchen stocked with snacks, and collaborative workspaces throughout the office. The neighborhood has gym facilities, coffee shops, and restaurants. Every employee receives stock options and a clear picture of our vision and goals, so you know how to contribute to the company’s success.
Company: Allocadia Software
Location: Vancouver, British Columbia, Canada

Please forward your resume or any questions to: hr@allocadia.com