Customer Success Manager

Consultative and Conceptual Selling (60%)     

Measures of Success: Win Rate, Recurring Revenue, User Licenses, Gross Revenue, Lead to Opportunity Conversions, Demos and Discovery calls. 

• Sales generation: you’ll up-sell and cross-sell to new and existing customer accounts while meeting customer retention targets.
• Building: you’ll work with Resolverites to reach customer and company goals throughout the sales cycle.
• You’ll encourage real and transparent conversations with customers about their needs and challenges. You’re trying to find a customer-centric solution for key business needs.

Strategic Sales Planning (20%)     

Measures of Success: Building business cases, knowledge of market/industry, connecting with internal stakeholders, and working with existing customer references.     

• Develop account plans for growth by combining commercial acumen with local relationships.
• You’re great at forming relationships – you will be the point of contact for assigned customers and will ensure they receive requested products and services quickly.
• You’ll collaborate with your colleagues to ensure consistent service and on-board new customers.

Forecasting & Documentation (20%)

Measures of Success: Forecasting accuracy, accurate and up- to-date CRM data, mapping of decision makers and stakeholders, defining a quantitative 'new reality', and call to action.     

• Forecast and track customer account metrics.
• Maintain records of customer transactions – you’re organized!
• Monitor and analyze customer’s usage of our product.

People who Excel:       

• 2-5 years related sales experience within a SaaS company
• Exposure or knowledge within Governance, Risk & Compliance is a plus!
• Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
• Passionate about solving business problems with technology
• You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
• Experience with marketing automation tools an asset

What we’ll give you in return     

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:     

• Health and Wellness Benefits: 100% paid by us for health, dental and vision from day one.
• Professional development: we have an external learning budget to help you grow and develop.  We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer career development opportunities to help you build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and 5 additional weeks of pregnancy leave for birth mothers.
• RRSP: Matching up to 2.5%
• Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• In the Office – You will have access to snacks and beverages and in-office fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!

Interested?!