Customer Success Manager

POSITION SUMMARY

Reporting to the Director, Partnerships & Ecosystem, the Customer Success Manager will be responsible for driving the overall success and satisfaction of Vector customers.

The Customer Success Manager will serve as a key point of contact and advocate for our customers, ensuring they achieve their desired outcomes through their sponsorship with Vector.

By fostering strong relationships and managing the customer lifecycle, the Customer Success Manager will play a critical role in driving customer loyalty, retention, and expansion.

The ideal candidate possesses a unique blend of customer-centric expertise, relationship-building skills, and a data-driven approach to driving customer success and loyalty.

They should be a problem-solver that can navigate complex organizations and advocate for a customer's needs in alignment with Vector's strategic goals.

KEY RESPONSIBILITIES :

• Serve as a primary liaison for industry sponsor accounts, ensuring a high level of sponsor satisfaction.
• Develop a deep understanding of each individual sponsor's goals, challenges, and desired outcomes.
• Address sponsor needs and issues, ensuring swift resolution and continuous service excellence.
• Monitor customer health and identify opportunities for both growth opportunities and potential risks
• Maintain detailed records of customer interactions and activities in a CRM system.
• Map and navigate the organizational structures of individual sponsors to identify key stakeholders and decision-makers.
• Communicate customer feedback and insights to internal teams to drive program direction and improvements.
• Manage and cultivate relationships with secondary contacts within industry sponsor organizations.
• Communicate customer feedback and insights to internal teams to drive program direction and continuous improvements.
• Engage in regular communication and updates to keep industry sponsors informed and involved.
• Contribute to the planning and execution of strategic initiatives that enhance both partnership value and growth with the Vector Institute.
• Share customer success stories and generate references to support Vector's strategic goals.

KEY SUCCESS MEASURES :

• Consistent high sponsor satisfaction and positive feedback from timely issue resolution, stakeholder engagement, and active support to maintain strong sponsor relationships.
• Develop a deep understanding of each individual sponsor's goals and challenges, providing valuable insights to internal teams that allows Vector to identify and act on growth opportunities and potential risks.
• Accurate and detailed records of customer interactions are maintained for each sponsor, which contributes to strategic initiatives that enhance both partnership value and growth with the Vector Institute.

PROFILE OF THE IDEAL CANDIDATE :

• Holds, at minimum, a university degree.
• 3-5 years of experience in a customer-facing role, preferably in either a B2B or sponsorship environment.
• Demonstrated ability to build and maintain strong, trusted relationships with customers at all levels across multiple sectors.
• Proven track record of driving customer satisfaction, loyalty, and growth.
• Familiarity with navigating complex organizational structures and identifying key stakeholders.
• Excellent communication, interpersonal skills, and a problem-solving mindset to effectively tailor messaging to different stakeholders.

Adept at sharing customer success stories to support sales.

• Strong organizational and project management skills and proficiency in using CRM systems and customer success tools to anticipate and address customer needs, and ensure seamless customer experiences.
• Possesses a deep understanding of customer goals and challenges and excels in monitoring customer health to identify growth opportunities or risks.
• Possesses excellent analytical and reporting skills.
• Passionate about delivering exceptional customer service and driving business impact with a commitment to continuous learning and process improvement.
• Experience in cross-functional collaboration to drive program improvements and adaptable and resourceful in dynamic environments.

At the Vector Institute we are committed to driving excellence and leadership in Canada's knowledge, creation, and use of AI to foster economic growth and improve the lives of Canadians.

We strive for greater inclusion in the programs and culture that we build by welcoming and encouraging applications from all qualified candidates.

This includes but is not limited to applicants who are indigenous, 2SLGBTQIA+, racialized persons / visible minorities, women, and people with disabilities.

If you require an accommodation at any point throughout the recruitment and selection process, please contact redacted and we will happily work with you to meet your needs.