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NPA WorldWide
Global AccountantNPA WorldWide • Kitchener Central, Ontario, Canada
Global Accountant

Global Accountant

NPA WorldWide • Kitchener Central, Ontario, Canada
2 days ago
Salary
CA$85,000.00 yearly
Job type
  • Full-time
  • Permanent
Job description

Why a Great Opportunity

1. Quick 30 min with HR

2. Interview with Chief Revenue Officer

3. Interview with CEO

4. Offer


Job Description

Drive Customer Success Outcomes

  • Present and obtain ongoing client excitement of the impacts of deployments
  • Expand our client penetration and revenue through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Lead monthly and QBR efforts

  • Increase renewal rates
  • Develop efficient and timely client resolution process for both business and technical client questions/issues that may require research/escalation

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize communication for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Create playbooks and measure for success for each stage including 1) onboarding, 2) training, 3) professional services, 4) support, 5) renewals, 6) cross-sell / up-sell, 7) advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Develop the proper priorities and level of service for each account
  • Leverage Salesforce.com and establish other automation tools to help track the progress of KPIs
  • Develop team and individual OKRs and create cadence for review within team that all support corporate objectives

Lead World-class Customer Success Team

  • Recruit experienced team members for each functional role with high contribution potential
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Manage, train, and mentor each CSM using best practice approaches while evoking the culture.

Enhance Effectiveness and Efficiency through Technology

  • Bring automation through 1) support systems, 2) customer marketing (aligned with marketing team), 3) reference and advocacy solutions, 4) marketing to existing clients (align with Marketing team),

Align with other company teams

  • Work with product team to determine the proper solutions to help resolve client problems and requests (roadmap)
  • Work with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Work with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop
  • Work with Finance around measurement and forecasting

Qualifications

  • 7+ years’ experience in leading customer success organizations
  • Ability to influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers and passion for revenue and growth
  • Experience in managing and navigating large client corporate structures, identifying potential points of strategic intersection, and securing growth opportunities.
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Ability to generate a sense of urgency and rally appropriate resources.
  • Background of post-sale and sales experience is a plus
  • Excellent communication and presentation skills
  • Having an MBA is a bonus.
  • Understanding of the energy industry is a plus.
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Global Accountant • Kitchener Central, Ontario, Canada

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