Customer Success Manager

Job Description

There are many attributes that make up the perfect Customer Success Manager. To us, this is someone who has a passion and drive for success, understands the importance of customer retention, and greets any task with a positive, go get em’ mentality.

The CSM will work with a team of like-minded individuals who understand that customer retention and success is the result of working hard, and helping our customers solve their security challenges.

So, why work for Secure Sense? Besides being a dog-friendly office, we are a fun, energetic team, with the company culture to match. Every day, we strive to ensure that we deliver industry leading services and deliverables, all while having a good time. We’ve also been known to hit a ball or two on our softball team.

As part of our continual growth, we are looking to add to our Project Management division by hiring a Customer Success Manager.

Reporting to the Project Manager

Count me in, what’s the role?

The CSM is responsible for ensuring that our customers’ expectations are met and that the delivery of services by Secure Sense are kept to the highest standards. We are looking for someone who is comfortable with taking the lead at customer meetings, whether that means over the phone or traveling onsite to gather feedback. The right candidate will have the personable touch that is needed to continue to build strong business relationships with our customers.

The ideal candidate is one who can join our group of talented individuals and integrate seamlessly. Do you have what it takes to be the Next American Idol…ahem…Customer Success Manager?

What would I do, exactly?

  • Lead various customer meetings onsite or virtually
  • Escalate issues that may arise in a timely and efficient manner
  • Understand what makes Secure Sense, Secure Sense. You should know our services, and the in ins and outs of what we do
  • Assist with the Project Manager with certain internal tasks
  • Develop and maintain documentation for our customers
  • Manage relationships with our in-house technology and sales teams
  • Develop incident documentation, process and procedure documentation and other activities
  • Ensure deliverables are met in a timely and professional manner
  • Help out with other projects as needed
  • Learn, grow and have fun

The perfect candidate would have:

  • Bachelors or college degree/diploma in a relevant area of study
  • At least 1 year of experience with Project Management, CSM and PMO practices
  • Experience with Technology and or Security is a bonus!
  • Proficient with MS Office (Word, Excel and PowerPoint)
  • Exceptional written and verbal communication skills
  • Ability to quickly learn on the job, and adapt to various situations
  • Strong knowledge of project management and customer service experience
  • Strong knowledge of change management and implementation best practices
  • Professional communication, including executive level and documentation of processes & procedures
  • Bilingual French/English an asset

Secure Sense welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


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