Customer Success Manager
VelocityEHS
Oakville, ON
At VelocityEHS our goal is to deliver the most complete, the most user friendly, and the quickest and easiest-to-implement EHS, sustainability and risk management platform available. We are looking for a Success Manager who understands the value of nurturing customer relationships. You will ultimately be responsible for engaging with customers’ post-sales, driving user adoption and satisfaction and ensuring high retention and upsells. This position requires prior customer success / account management or EHS experience.

The VelocityEHS work environment is dynamic, innovative and entrepreneurial. We have a results-oriented culture that demands intelligence, teamwork and follow-through. If you have these qualities and take pride in surprising and delighting customers, then this is the job for you - check out the details below and apply now.

PRIMARY DUTIES AND RESPONSIBILITIES:
Develop, nurture and manage relationships with your customers. This includes increasing adoption, ensuring retention and promoting satisfaction.
Be a trusted advisor to your customers and drive continued value of our products and services.
Develop relationships with your customers that promotes advocacy of you and VelocityEHS.
Understand the goals and objectives of your customers and help them achieve success.
Identify and develop cross-sell opportunities.
Be an advocate for your customers’ needs within VelocityEHS
Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
Provide troubleshooting of services to diagnose customer issues and what can be done to rectify the situation.
Contribute solutions that positively impact the business and our customers, ideally becoming a trusted advisor to the customer.
Subject Matter Experts (SME) – Maintain/retain VelocityEHS product and services knowledge at all times

Experience and Qualifications:
Bachelor’s degree or College Diploma in Business or related field, or equivalent work experience in the senior customer service/success industry.
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Proven ability to drive continuous value of products.
Comfort working with customers of all sizes.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but also a self-starter.
Able to multitask and adjust priorities rapidly when necessary.
Experience with Salesforce or other Force.com platforms.
Proficient with the use of Microsoft Office 2003-2010 products (Outlook, Word, Power Point, Excel, etc.).
Prior experience in working with executive level stakeholders.

Preferred Qualifications:
Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation
Familiarity with web conferencing software, such as GoToMeeting, a plus
Experience in a Software as a Service (SaaS) environment and product training, a plus
Experience with Project Management skills and/or Consulting, a plus

Desired Personal Profile:
You’re driven: No one needs to push you to excel, it’s just who you are.
You’re eager to learn, adapt and perfect your work - you seek out help when needed and apply feedback appropriately.
You want to help and serve our customers - they win, so you win.
Empathy and ability to identify with a user mindset and understand business need

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). VelocityEHS will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us at [email protected] and we will work with you to meet your needs.

Click here to apply!