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Customer Success Manager At Ideal - Partner

Location: Toronto, Ontario

Job Description

Ideal is an exciting technology company in Toronto that developers A.I for HR and recruiting generating massive efficiencies for our customers. We use machine learning to detect patterns in applicant and employee data to spot the best possible job applicants.

The Customer Success Manager role is the primary point of responsibility and accountability for all service obligations to ensure we realize value for Ideal's customers. You will act as a trusted advisor, bringing Ideal's best ideas, innovations and capabilities to the customers, matching these to the customer's’ business goals to drive greater business value. As the primary point of contact responsible for orchestrating all support activities (including technical support), you will focus on:

Key responsibilities include:

  • Accountable for customer’s overall success with Ideal: supporting renewals, growth of Ideal's footprint, customer health, and satisfaction.
  • Strategic and consultative relationship-building
  • Proactive account management activities
  • Promoting overall customer satisfaction
  • Driving product usage and adoption as well as working very closely on expansion
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Ideal's features and business benefits to address their needs. This includes, where appropriate, partnering with the customer to establish a roadmap to ensure business goals are achieved.
  • Be a customer advocate and drive innovation, best practices, and process improvement back into the Ideal product.
  • Identify risks to customers achieving their stated business goals and work with the team to build a risk mitigation / get well plan.

What we’re looking for:

  • Solid related work experience, preferably in selling, designing and /or delivering successful consulting engagements.
  • Strong collaboration and influencing skills are critical to the success of this role.
  • Build and maintain relationships internally and with customers.
  • Excellent listening, presentation and communication skills at all business levels and displays effective interpersonal skills.
  • Ability to partner with customers in developing their strategic direction.
  • Technically savvy and an interest in leveraging data, analytics and automation to drive demonstrable ROI.