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Senior Customer Success Manager

Posted 4 months agoInactiveViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: Canada

🔍 Industry: SaaS - Financial Technology

🏢 Company: Coconut Software

🗣️ Languages: English, French

⏳ Experience: 5+ years

🪄 Skills: LeadershipProject ManagementData AnalysisProduct ManagementProject CoordinationCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationMicrosoft ExcelProblem Solving

Requirements:
  • Proficient English/French communication skills.
  • 5+ years of B2B customer-facing SaaS experience working with organizations over 50,000 employees.
  • Experience navigating complex companies with different business units.
  • Ability to work with individuals and executives comfortably.
  • Strong desire to help customers and colleagues succeed.
  • Exceptional communication skills across various platforms.
  • Creative thinker and problem solver adept at storytelling.
  • Entrepreneurial spirit with a focus on understanding customer workflows.
  • Comfortable using data for decision-making and understanding customer health.
  • Thrive in ambiguous environments with evolving processes.
  • Proficient in SFDC, Excel, Catalyst.io, Asana, and Jira.
  • Bonus points for experience with financial institutions or fintech.
Responsibilities:
  • Oversee large and complex customer accounts.
  • Proactively engage customers throughout their Coconut journey from go-live to renewal to growth.
  • Deepen relationships with key contacts and identify other stakeholders.
  • Collaborate closely with the Enterprise Pod to deliver ROI and drive advocacy.
  • Work with the Enterprise Sales team to identify new opportunities.
  • Leverage qualitative and quantitative data to provide recommendations.
  • Create meaningful moments for customers to turn them into advocates.
  • Identify successful plays and best practices for enterprise customers.
  • Demonstrate Coconut Software’s values in all communications.
  • Travel to customer sites and between Coconut’s offices as needed.
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