Client Success Manager

We are hiring a Full Time Client Success Manager to support our growing team. As a manager, mentor and thought leader, you will oversee client services and act as the liaison between the client and the business, ensuring clients needs and wants are properly articulated to IncrementOne and that the client is well informed on the best products and solutions that IncrementOne can offer. As a successful incumbent, you will address the diverse and complex needs of each of our clients. This role will require strong collaboration with multiple stakeholders and assist in the maintenance and growth of existing and new clients, as well as be able to think laterally and draw upon their industry knowledge to provide suggestions on new products or process improvements. If you’re passionate, dedicated and committed to providing excellent client satisfaction, this role is for you!

Sales:

• Complete discovery call with incoming leads and follow up with additional calls involving IncOne consultants as needed.
• Write sales proposals for opportunities with the support of IncOne consultants as needed
• Present and negotiate proposals to different levels of the organization (team lead, Director, VPs, etc.) to advance proposals in the pipeline.
• Oversee the development and completion of all RFP’s and review for quality and accuracy prior to submission.
• Develop strong working relationships with staff to utilize product knowledge and establish customer relationships in support of sales efforts.
• Demonstrate a strong ability to drive key plans and initiatives through idea generation, planning and measuring results.
• Negotiate and execute MSA and SOW with final decision maker, legal and procurement.
• Oversee planning and scheduling of the IncOne consulting team with each new client engagement. Liaise with the client to schedule all activities included in the SOW.
• Follow up on lead/opportunity pipeline and update accordingly.

Client Success:

• Manage client expectations by engaging with clients in complex situations involving high-level planning, proposal approvals, deficiencies, and adhoc requests.
• Identify the engagement team and brief them on the engagement by gathering knowledge and providing feedback, while ensuring standards of excellence and quality prevail. Schedule and lead engagement kick off call with the client.
• Anticipate business issues and work closely with clients to resolve issues through answering questions and acting as part of the escalation team to address/resolve client inquiries. Follow established processes for effective problem resolution, striving for a win-win outcome for IncrementOne and the client.
• Schedule and lead regular weekly / biweekly internal calls with the engagement team and client to ensure delivery of SOW and manage any deviation and impediments accordingly.
• Monitor engagement timeline and forecast to ensure completion within budget.

Strategy:

• Provide strategic direction by consistently monitoring client satisfaction and industry trends and recommending new sales opportunities of new products to past customers, and identifying cross selling opportunities with existing clients.
• Establish quantitative and qualitative metrics for evaluating and tracking client satisfaction.
• Implement strategic initiatives, develop best practices, and ensure that deadlines and standards are met.

Public Trainings:

• Support the development of a yearly training calendar.
• Support tickets sales with ad hoc activities when needed.

CRM:

• Keep the CRM up to date throughout the sales cycle (create and update lead, opportunity, tasks, timeline, notes, etc.)

• 5+ years of experience in a client success or similar role
• 3-5 years of management experience
• Bachelor's Degree or College Diploma
• Experience with CRM platforms
• Experience managing and supporting clients, along with practical knowledge of services delivery and operations.
• Demonstrated track record of leadership, initiative, and creative problem solving
• Experience managing client requests and making recommendations that meet the clients needs to help them excel
• The ability to manage stakeholder expectations, articulate technical concepts and understand business drivers
• Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
• Self-starter who can drive and own key initiatives with minimal direction, and can wear many hats, often at the same time
• A growth mindset, with the ability to be constantly learning with the goal to become the master of your craft
• Proven track record of managing multiple customers simultaneously and building relationships with both customer and internal stakeholders
• Strong time management skills operating within a multi-task environment
• The ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
• An ownership mindset, where you take 100% responsibility and always ask "how can I solve this problem" instead of passing challenges off as "someone else's problem"
• Agile mindset
• Takes the initiative to foster a community at the workplace, with the ability to work well in a team oriented and collaborative environment.
• Proficiency with financial models and interpreting data
• Excellent listening, interpersonal, written, and oral communication skills

IncrementOne provides competitive compensation, comprehensive Group Benefits Program, Healthcare Spending Account, EAP, Group RRSP matching plan, generous Professional Development fund, lucrative vacation policy, flexible work arrangements and monthly birthday celebrations (there’s cake!).