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Customer Success Manager

Date: Aug 3, 2022

Location: Columbus, OH, US

Company: WorkJam, Inc.

WorkJam’s mission? To provide the best Digital Workplace for frontline and hourly workers. Through our industry-leading Digital Frontline Workplace platform, we are positively impacting the lives of millions of frontline employees worldwide, enabling them to achieve breakthrough productivity levels at companies of all sizes. We’re proud of our dedicated teams who are driven to make a difference in the world. Join our team today and bring your innovative ideas, passion, and commitment to excellence to make an impact on our products and the new markets we create!

 

WorkJam is a high growth global organisation with operations in North America, Europe, and Australia with our head office based in Montreal. Learn more about WorkJam at WorkJam.com!

Summary

Your Role as Customer Success Manager

As a Customer Success Manager, you are dedicated to providing WorkJam customers with the strategic support and guidance they need to successfully achieve their productivity and engagement goals through the WorkJam Digital Workplace.

The objective of this role is to work with customers to ensure they have the support they need to get the most out of WorkJam and achieve the greatest levels of customer satisfaction and success through widespread adoption and expanded usage of WorkJam across their organization.

The objective of this role is to work with customers to ensure they have the support they need to get the most out of WorkJam and achieve the greatest levels of customer satisfaction and success through widespread adoption and expanded usage of WorkJam across their organization.

What you will be doing:

  • Operationalizing and project managing customer-wide Customer Success program activities as well as other activities with customers as directed by the CCO.
  • Understand customers’ business and their needs and identifying solutions to address them.
  • Educating customers on the most impactful ways that they can utilize WorkJam to achieve their desired business outcomes.
  • Providing assistance with customer support escalations using WorkJam’s Support portal and working with the support team.
  • Lead customer executive governance meetings and quarterly business review processes
  • Monitor usage and proactively consult with clients on ways to improve their utilization to achieve their desired business outcomes.
  • Manage ongoing customer satisfaction, gather customer feedback and contribute to WorkJam product roadmap
  • Actively work on the WorkJam Days customer event, customer advisory board meetings and customer webinars.
  • Uncover new revenue expansion opportunities with existing customers and assist the sales team with customer success sales support with prospects
  • Support sales opportunities and services implementations by participating in key meetings where you can assist with domain expertise and sharing best practices
     

What we're looking for:

  • Energy, lots of ideas and a customer centric way of thinking
  • 5 or more years of proven experience in a related customer management role or customer success experience
  • Product or service implementation experience
  • Client facing experience such as sales, support, preferably in a solution sales or technology-related environment
  • Excellent organization, project management and time management skills
  • Strong interpersonal and communication skills as well as attention to detail
  • Self-motivated and directed
  • Strong executive presence including communication (oral and written) and presentation skills with a high degree of comfort to large and small audiences;
  • Problem solver, leveraging internal and/or external resources, conflict resolution, and follow through with partners;
  • Ambitious and driven, thriving in fast-paced and demanding environment
  • Ability to work remotely and outside normal schedule as needed
  • Quick learner, problem solver and team player - willingness to assist wherever needed
  • Bachelor's degree or equivalent experience in business, or related field
  • Ability to travel up to 25%

Assets:

  • Experience in workforce management, communications, human resources, scheduling, task management, mobile technology
  • Experience with design and implementation of enterprise software solutions – Mobile solutions preferred
  • Consulting skills - ability to collaborate with clients and identify engagement follow-on opportunities
  • Project Management Professional (PMP), CSM/PSM is an asset

 

What we offer:

  • Competitive salary and benefits package
  • 4 weeks’ vacation
  • Contribution to your retirement/pension plan
  • A flexible and remote/hybrid work environment
  • Work with the latest technology
  • A dynamic and inclusive culture
  • A supportive team that will encourage your professional growth and development


Nearest Major Market: Columbus
Nearest Secondary Market: Dublin