Director of Customer Success (Canadians Only)

Job title:

Director of Customer Success (Canadians Only)

Company

Ekwa Marketing Inc.

Job description

Director of Customer Success (Remote, Canada-based)Ekwa Marketing Inc. was established in 2008 to provide SEO-centric digital marketing for dental offices and small medical practices on a subscription basis. Our customers now span the United States, Canada, the United Kingdom, and Australia. With over 250 employees and over 500 subscription customers, Ekwa has grown substantially in revenue and profitability in recent years and is expanding its customer success organization.Position Overview: Ekwa has grown from exceptional service delivery and highly effective marketing. The company is now looking to develop a strong customer success practice. The business seeks a hands-on Senior Manager of Customer Success to develop customer success playbooks and build a team to focus on higher-value customers. This is a ground-floor role and a great opportunity for a highly capable self-starter who will work directly with the founder and CEO of the company.Responsibilities:

• Develop a strong customer success practice at Ekwa
• Build and coach a high-performing client success team
• Develop and implement strategies to maximize client satisfaction, growth, and retention.
• Collaborate with sales, marketing, and product teams to ensure alignment on client needs and objectives
• Building and maintaining client relationships to address needs/concerns/issues and reducing the need for escalations
• Develop and implement processes and tools to enhance the client experience and drive operational efficiency
• Stay informed about industry trends, best practices, and emerging technologies related to client success and customer experience
• Lead the team to achieve net revenue retention targets consistently
• Own a small book of platinum clients to stay close to the customer voice

Requirements:

• Min 5 years of experience in client success, account management, or a similar role
• Previous management experience, ideally in customer success, a minimum of 3 years
• Proven leadership and management skills, with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders
• Strong strategic thinking and problem-solving skills, with the ability to develop and implement effective client success strategies
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions
• Experience working with CRM software and other client management tools, ideally SalesForce
• Customer-centric mindset with a passion for delivering exceptional client experiences
• Ability to thrive in a fast-paced and dynamic environment

Benefits:

• Attractive salary package with performance-based incentives
• Opportunity for remote work from the comfort of your own home
• You will have the opportunity to collaborate with teams from diverse cultural backgrounds

Powered by JazzHR

Expected salary

Location

Mississauga, ON

Job date

Mon, 22 Jul 2024 22:19:12 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobs-near-me.eu) you saw this job posting.