General Information
Press space or enter keys to toggle section visibility
City Winnipeg State / Province Manitoba Country Canada Department Presales & Implementation Date Thursday, May 9, 2024 Working time Full-time Ref# 20033092 Job Level Individual Contributor Job Type Experienced Job Field Presales & Implementation Seniority Level Associate Currency CAD - Canada - CA Annual Base Salary Minimum 75,000 Annual Base Salary Maximum 85,000 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount.
Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and / or the successful applicant’s education, experience, knowledge, skills, and abilities.
The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit .
If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit .
Description & Requirements
Press space or enter keys to toggle section visibility
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce.
From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients no matter where that work is being done.
Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.
This role is pivotal in nurturing our client relationships, enhancing customer satisfaction, and spearheading our customer success initiatives.
The Customer Success Manager is at the heart of our client engagement strategy. This role requires a balance of leadership, strategic thinking, and a deep understanding of customer relationship management.
The successful candidate will design, implement, and grow to lead a team of customer success professionals focused on optimizing customer engagement, satisfaction, and loyalty.
This role involves strategizing customer engagement, improving customer satisfaction, and driving customer retention, supporting client renewals and overall growth.
Key Responsibilities : Maintain & Elevate Client Relations : Act as the pivotal contact for a specified group of active clients, fostering strong, beneficial relationships that are built to last.
Partner closely with a designated virtual technology strategy advisor to deliver strategic insights, including the crafting of yearly Managed Services roadmaps that support client business goals.
Integrated Customer Experience Management : Liaise with various team units, such as Technical Support, Advanced Resolution Teams, Cybersecurity Operations, and Project Implementation, to ensure clients receive a unified and exceptional service experience across all touchpoints.
Engage with technical and sales teams to comprehend client-specific technical issues, collaborating on the development and sale of tailored solutions that directly address these concerns.
Ownership of Client Communications : Ownership of all client facing documentation, communication and reporting. Oversight of Agreements, Contracts and License Renewals : Administer and monitor client agreements and service contracts, managing timely updates, renewals, and adjustments in terms and pricing as necessary.
Comprehensive Tracking & Updates : Keep client interactions, opportunities, sales engagement, and communications fully updated in the services platform, ensuring a holistic view of each client relationship.
Technology Solutions Knowledge : Stay ahead with the latest offerings in business technology for the mid-market segment, especially focusing on comprehensive tech solutions and their pricing models.
Direct Point for Service and Billing Resolutions : Serve as the immediate contact for resolving any issues related to services or billing encountered by clients, ensuring swift and satisfactory resolution. KPIs :
- Customer retention and renewal rates.
- Client roadmap delivery and execution.
- Team performance in achieving customer success goals.
- Customer satisfaction and feedback scores.
Critical Success Factors :
- Strong leadership and team development skills.
- Deep understanding of customer relationship management.
- Strategic thinking in customer engagement and growth.
Experience Requirements :
- Minimum of 5 years experience in customer success, customer service, technical or account management roles within the IT, Managed Services, or related industries.
- Proven track record of managing and scaling customer success teams to achieve exceptional customer satisfaction and retention rates.
- Experience with CRM systems : Familiarity with customer relationship management software and tools is essential for managing customer interactions and data analysis.
- Strategic Planning and Execution : Demonstrated ability to develop and implement successful customer success strategies and initiatives that drive customer engagement and growth.
- Customer Feedback and Resolution : Experience in handling customer escalations, feedback, and turning customer insights into actionable improvement strategies.
- Cross-Functional Collaboration : History of working closely with sales, marketing, IT, and operations teams to ensure a seamless customer experience and to identify opportunities for customer growth and retention.
- Data-Driven Decision Making : Strong analytical skills with experience in measuring and improving customer success metrics and KPIs.
- Leadership and Development : Experience in hiring, training, and mentoring customer success professionals, with a focus on building a high-performance team culture.
Preferred Qualifications :
- Certifications or advanced training in customer success management, project management, or related fields.
- Experience in the managed services provider (MSP) sector or a similar fast-paced tech environment.
Enterprise Customer Success Manager Canada
The Enterprise Customer Success Manager (CSM) for Canada– Is responsible for proactive engagement with our largest and most valuable customers in an assigned region. Enterprise Customer Success Manager. To accomplish this, you will be responsible for driving customer satisfaction, product adoption, ...
Bilingual Customer Success Manager
The Bilingual Customer Success Manager is part of the Customer Success Team within Varian’s Multi-Disciplinary Oncology business unit. Work with Account Managers and customers to develop and maintain customer success plan that outline the key performance metrics to be achieved with corresponding suc...
Senior Customer Success Manager
As a member of the Customer Success Team, your focus will be on building and enhancing positive relationships with our existing customers and helping them gain access to resources and tools to be successful using Insurity's products. Could you be Insurity’s next Senior Customer Success Manager?. Pre...
Sr. Manager, Customer Success- Remote
Guide your team to develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals a...
Customer Success Manager
Manage the customer life cycle for our largest customers. Engage as a mentor across the wider Customer Success team. Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class customer experien...
Manager Customer Success
The successful candidate will design, implement, and grow to lead a team of customer success professionals focused on optimizing customer engagement, satisfaction, and loyalty. Strategic Planning and Execution: Demonstrated ability to develop and implement successful customer success strategies and ...
Sr. Customer Success Manager
Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing. Serving as the primary point of contact within the Customer Excellence...
Remote Customer Success Manager – Tadaweb
You will build and maintain relationships with our users and key customer stakeholders based on trust, transparency and a commitment to their mission success. Our SaaS platform follows ethical principles and actively supports the implementation of customer policies. You will train and mentor our cus...
NetSuite Customer Success Manager
The Customer Success Manager (CSM) will be responsible for driving adoption of the system and increasing the perceived value of our customers’ NetSuite investment by providing functional advice and strategic guidance to his/her customer portfolio. As a Customer Success Manager (CSM), you will join a...
Customer Success Manager
Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks. As Customer Success Manager, you will be the primary owner of the business relationship with our North American Higher Education customers...