Manager, Client Success

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

The Client Success Team works to ensure that our Clients are maximizing the value they are receiving from our services, passionate about providing an outstanding experience, and delivering revenue for our business in a fast-paced, consultative environment. As a Manager, Client Success you’ll be managing Clients that are of strategic importance, working closely with Customer Experience Managers to drive value that leads to expansion, renewals and high customer satisfaction. You will be dedicated to finding additional opportunities within current Client accounts by establishing lasting relationships with key decision makers and bringing strategic insights to their business.

As a Manager, Client Success at Boldr, you’ll be part of a team focused on driving positive outcomes for both the Client and Boldr’s business. It’s up to us to educate Clients on the value of great CX strategy, technology, and what it can do for their brand. We are the experts; we dive in deep to understand the brand’s support infrastructure, strategy and objectives. We work to ensure that they understand their opportunities and that all of their goals with Bodlr get met - incredible & profitable customer experiences.

LOCATION AND WORK ELIGIBILITY

This role supports a Client with strict data security, residency, and compliance requirements. Because of that, you must reside in and be legally authorized to work in a Five Eyes country: Australia, Canada, New Zealand, the United Kingdom, or the United States. Candidates based in Toronto, Ontario are strongly preferred. You will also need to maintain a secure home working environment that meets the Client's data handling and confidentiality standards.

WHAT WILL YOU DO

• Drive renewals, expansion and adoption of Boldr’s services in your Client book of business
• Assist existing Clients with the onboarding process, ensuring alignment to CX and Business goals
• Maintain Client health and introduce new, valuable insights and strategies to improve their CX
• Increase customer retention and incremental revenue across assigned Clients
• Educate champions and executives on the value of Boldr, helping uncover use cases to protect and grow revenues
• Generate trust and credibility at multiple levels and throughout the Client’s organization
• Identify and build new relationships with executive decision makers in your assigned Clients
• Leverage our Client and industry communities to effectively engage and manage customers
• Maintain accurate and detailed notes of customer activities in HubSpot
• Work collaboratively with other teams across Sales, Customer Experience, and Strategy to deliver an exceptional customer experience and foster a strong sense of community and information sharing
• Function as a Client advocate and provide internal feedback on how we can better serve our Clients
• Collaborate with leadership to improve our Client’s journey

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• Ability to work independently, while also contributing as part of a team
• Ability to understand Client’s business needs and how those connect back to product value
• Exceptional organizational skills and attention to detail, with the ability to successfully multi-task
• Able to create, manage, and update lead, contact, and opportunity information with ease
• Scrappy mentality, we wear many hats and are willing to get our hands dirty
• Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our Clients
• Well versed in value based solution selling
• Inspired by working in a constantly changing and evolving work environment where growth is non-stop
• Savvy with HubSpot, Google Slides and Google Sheets preferable

YOU HAVE…

• Residence in, and legal authorization to work in, a Five Eyes country (Australia, Canada, New Zealand, the United Kingdom, or the United States). Toronto, Ontario is strongly preferred
• Minimum 3 years in customer experience (service &/or support) industry
• Minimum 3 years experience in a quota bearing, customer facing role (sales, customer success or account manager)
• Consistent and proven delivery of attaining quota targets and expert pipeline management
• Familiarity with common support tools and platforms, such as CRM systems, ticketing systems
• Proven ability to educate, build and maintain relationships with executive decision-makers
• Proven track record of expansion and product adoption within your book of business
• Excellent creative and critical thinking skills—we have to be preemptive
• Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to Clients
• Proven ability to manage multiple complex Client journeys at once
• Technical curiosity or experience, we’re a strategic advisor for technically savvy teams
• Powerful communication and interpersonal skills. Highly articulate via phone, email and in person is a differentiator, along with a positive engaged approach to working collaboratively with internal colleagues and external partners

WHAT SETS YOU APART…

• Customer experience or support knowledge and experience
• Experience managing Clients with a strategic services that solves complex problems, across many business units
• Experience selling CX services
• Named, global or large enterprise account management experience
• Experience supporting Clients in highly regulated or security-sensitive environments