Job Description
The Role: Customer Success Manager
Do you like helping customers achieve their goals and overcome challenges? Are you a people person who enjoys problem solving? If so, you may be a great fit for our Customer Success Manager position. This position will work with our accounts to help get them set up, provide outstanding customer service, overcome issues or challenges, and deliver premium services. You will help to ensure all customers are successful with our products and you will have a fantastic group of clients assigned to you. You will bring exceptional project management, communication, and training expertise to help all our clients.
WHAT YOU’LL DO
· Implementing a customer journey plan that enhances the customer experience for all managed customers.
· Manage ongoing customer needs effectively to drive high customer retention and volume.
· Become an expert in product offerings.
· Get to know each of your assigned clients, their history, and goals, to best serve them and help them use our software to its full potential.
· Create authentic and genuine relationships with key decision makers for each account you manage, providing them with a high level of value and service.
· Analyze their product usage and identify opportunities for growth.
· Serve as a trusted advisor who offers strategic product and set-up recommendations.
· Work closely with the Customer Support team to provide consistent communication and outstanding service.
· Help deliver all premium service offerings including training, builds, design, reporting, etc.
WHO YOU ARE
· You have at least 3 years of customer facing experience in a Support, Customer Success, Sales, Account Management or Project Management role
· You have training, coaching or leadership experience
· You have strong verbal and written communication skills with the ability to communicate to a diverse audience
· You are self-motivated
· You have great active listening skills
· You are dedicated to exceeding customer expectations
· You are positive, approachable and friendly and you love helping people
· You can think outside the box to provide customer with the best possible set-up and service
· You are a great team player and getting along well with internal colleagues is important to you
· You have strong organizational and project planning skills
OUR COMPANY VALUES
· We wake up every day to serve our customers
· We foster belonging
· We embrace change to drive growth
· We commit to working together
OUR AWESOME BENEFITS
· 100% Remote Work! No more “when will we have to go back into the office” worries. FrontStream supports remote employees all over North America
· Optional Health, dental, and life insurance supplemental to Canadian government insurance
· No rigid vacation policy, instead FrontStream provides employees with “Responsible Time Off” – we trust you to take the time you need when you need it
· Paid holidays
· RRSP with employer match
DIVERSITY STATEMENT
At FrontStream, diversity is fundamental to how we grow and manage our business. We are committed to building a diverse workforce that cultivates and supports individuals of all backgrounds, and we strongly encourage people of different races, ethnicities, sexual orientations, gender identities, veterans, and persons with disabilities to apply. FrontStream is an equal opportunity employer, and we will welcome everyone to our team!
Company DescriptionFrontStream supports over 10,000 charities and corporate customers across the globe. FrontStream is revolutionizing fundraising through its all-in-one platform, Panorama. We are the trusted provider of online fundraising and auctions, event management, donor management, and workplace giving to our international customer base. We have been serving the nonprofit sector for more than a decade, and we love what we do! FrontStream is owned by the global investment firm Marlin Equity Partners.
FrontStream supports over 10,000 charities and corporate customers across the globe. FrontStream is revolutionizing fundraising through its all-in-one platform, Panorama. We are the trusted provider of online fundraising and auctions, event management, donor management, and workplace giving to our international customer base. We have been serving the nonprofit sector for more than a decade, and we love what we do! FrontStream is owned by the global investment firm Marlin Equity Partners.
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