Job Description
Join our team, as the Director of Client Success, where you’ll lead efforts to drive client satisfaction, retention, and growth through exceptional relationship management and strategic oversight. You’ll guide a dedicated team to ensure clients achieve their goals while fostering a collaborative, innovative, and supportive environment, through benevolent leadership. Together, we strive to exceed client expectations and achieve sustainable growth. Let's keep the wheels turning for our clients!
Responsibilities
- Develop and execute strategies to improve client retention, including loyalty programs and personalized engagement initiatives
- Develop, monitor and analyze client health metrics to address risks and improve satisfaction
- Lead efforts to resolve escalations and strengthen client relationships with tailored solutions
- Regularly review and optimize onboarding and support processes for a seamless client experience
- Foster strong, long-term client partnerships by aligning services with their evolving objectives
- Deliver optimal client experiences through ISAAC‘s client journey
- Identify opportunities to meet clients through face-to-face interactions, digital touchpoints, and ongoing Periodic Business Reviews
- Collaborate with product and marketing teams to drive the adoption of products and services
- Educate clients on product value through webinars, training sessions, and direct communication
- Oversee contract renewals, ensuring timely completion and alignment with company objectives
- Identify and pursue upselling and cross-selling opportunities within the client base
- Develop and monitor revenue and contract renewal results, ensuring alignment with company objectives
- Conduct regular account reviews with clients to assess satisfaction, performance, and opportunities for improvement
- Train and empower the client success team to act on revenue generation and retention opportunities
- Utilize customer success platforms to monitor account health and provide actionable insights.
Qualifications
Bachelor’s degree in business administration or a related fieldTen years of successful management experience, leading teams to achieve goalsStrong strategic vision combined with hands-on skills in execution, project recovery, and goal attainmentFluent in both French and English (Reason : Frequency of interaction, Complexity of relationships, Writing, Partners & others)Proficiency with the MS Office SuiteAbility and availability to travel, mainly across North America (5-8%)Valid passport & driving licence.ASSETS
Be an active member of North American Trucking AssociationsKnowledge and complete understanding of truckingSalesforce and Gainsight knowledge.Additional Information
Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely :
varied career opportunitiesa stimulating work environment focused on innovationenthusiastic and collaborative teamscompetitive salaries and benefits promoting work-life balance : a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.various social activities and free snacks and coffee every day.