Customer Success – Manager

Location : Ottawa, ON

Posted on : July 29, 2024

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career.

You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world.

At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Description :

The Customer Success Manager will join our Ottawa based Professional Services team as the Customer Onboarding lead for our new Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.

This unique position will be instrumental in allowing our customers to take full advantage of our service offering by establishing a strong relationship with each customer, continually driving the value of our solutions, maintaining customer retention, and ensuring their overall success as well as managing the team of Customer Success Specialist to do the same.

Your exemplary customer communication skills, ability to resolve technical challenges, and enthusiasm to demonstrate our market leading products, will make you the ideal candidate.

Duties and Responsibilities :

• Customer Success Management
• Building and managing the team of specialists regarding their day to day onboarding and training activities
• Ensuring new Managed Services customers get onboarded on a quarterly basis
• Measuring the effectiveness of the team and sharing metrics with senior leaders
• Manage the team’s escalations
• Provide coaching / training to new team members
• Provide metrics on customer usage of the hosted solution
• Escalate all customer / dealer issues to management
• Work with March Networks Sales / Project Management team to prepare customers for contract renewal and provide periodic account reviews
• Onboarding new Enterprise-level customers through post-installation checklist, user account creation, software training and periodic call-ins
• Become a trusted advisor to multiple people within each account and become their advocate within March Networks
• Provide best practices and deliver clear value on the service’s features, for each customer, based on their needs
• Introduce the customers to our self-help portal and continuously monitor their success
• Manage escalations from customers quickly and efficiently within March Networks
• Some travel may be necessary.

Education / Skills :

• University Degree, College Diploma, and / or Post Graduate Certificate
• Ability to understand an issue and propose solutions
• Trouble-shoot issues quickly under time pressure
• Earn and understand networking equipment as well as Cloud infrastructure
• Monitor (at high level) distributed systems on an IP infrastructure
• Work independently with the support of corporate teams
• Speak to groups of people and hold interactive conversations through webinars
• Motivated and driven to share knowledge and learn from others
• Excellent verbal and written communication skills with great time management and organizational skills

Experience :

• 5 years of experience in a customer-facing role in technology with experience across a global enterprise customer base
• 5-7 years of experience providing exceptional customer service, onboarding and support to customers
• Experience with Microsoft Office (Word, PowerPoint, Excel)
• Proficiency in Salesforce and other relevant tools creating accounts and cases
• Experience providing webinars with applications like Teams, GoToMeeting, Join.me, Zoom, Adobe Connect or others

Other Assets :

• Fluency in other languages such as Spanish, French, or Italian
• Experience coordinating and managing multiple projects simultaneously

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