Client Experience Manager >

Reporting to the Sr. Director, Solution Architecture and Customer Success, the Client Experience Manager (CEM) will be responsible for ensuring the success and satisfaction of our customers. The CEM will serve as the primary point of contact for all day-to-day customer issues, building strong relationships, understanding our customers’ needs, and working closely with internal teams to deliver exceptional service. The CEM's goal will be to drive customer retention, expansion, and advocacy by proactively managing the customer lifecycle and delivering exceptional customer experiences.Responsibilities : Build and maintain strong relationships with customers, acting as their trusted advisor and advocate within the companyDevelop and execute strategic account plans to drive customer success, retention, and expansionMaintain customer documentation outlining information about the customer and their servicesCollaborate with cross-functional teams, including Sales, Operations, and Product, to ensure seamless onboarding, implementation, and ongoing support for customersConduct quarterly business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for improvementProactively monitor customer health and engagement, taking appropriate actions to mitigate risks and drive customer successIdentify and escalate customer issues and complaints to relevant internal teams, ensuring timely resolution and effective communicationOversee downgrades, upgrades of services and customer movesCollaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth within customer accountsServe as the voice of the customer within the organization, providing feedback and insights to inform product development, service enhancements, and process improvementsUpdate all activity in CRM and shared Reporting ToolsEducation & Experience : Proven experience in customer success or account management, preferably within the telecommunications industry.Post-secondary education in Business, Information Technology or relevant field.Previous experience working with SalesForce is considered an asset.Skills & Abilities : Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels of an organization Excellent problem-solving and decision-making abilities, with attention to detail Demonstrated ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlinesProactive and customer-centric mindset, with a passion for delivering exceptional customer experiencesWhat We Offer : TERAGO encourages a healthy balance between life and work and has designed a compelling and competitive package to meet your needs. This includes :

• Remote Work
• A comprehensive benefits package starting day 1
• Generous vacation entitlements
• Flexible work schedules
• A dynamic and fun work environment
• Group RRSP
• Employee Share Purchase Plan with a corporate discountTERAGO is an Equal Opportunity Employer and welcomes and encourages applications from all interested and qualified candidates. TERAGO will provide accommodations throughout the recruitment, selection and / or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and / or assessment process, please inform TERAGO staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.