Customer Success Manager (CSM)

Customer Success Manager (CSM)
ATB Financial, Canada

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 5, 2021
Last Date
Apr 5, 2021
Location(s)

Job Description

Job Number: REQ1491

Apply by: Tuesday March 16th, 2021

Paygrade: Under Review

# Positions available: 1

ATB Ventures Innovation Lab: Putting the future in the hands of our customers

An extension of ATB Financial, the ATB Ventures Innovation Lab was started back in 2018, knowing that the convergence of data with powerful emerging technologies such as blockchain, artificial intelligence, and machine learning would pave the way for major disruption and value creation that exceeded the digital transformation of the past 20 years.

Today, the Innovation Lab is a team of engineers, data scientists, product managers, and business operators who having been building emerging solutions from scratch - including Open ATBgt; Open AI, Open Data, API Sandbox,Oliu (Self-Sovereign Digital ID platform), Proof (Digital credential wallet) and more.

After 2 years of many great accomplishments and interesting challenges, we’re looking for experienced and driven individuals to join our team and help shape the future of ATB’s Innovation Lab.

About the role | What we are looking for.

ATB Ventures is looking for a Customer Success Manager. In this role, you will support and delight early customers and partners of our early-stage products. You are essentially an advisor and mentor for customers playing an integral part in helping customers achieve their respective goals, while producing product success and revenue growth for ATB. You are someone who enjoys collaborating with people and organizations of all types - and as a key point of contact, helping customers navigate their journey with us.

Key competencies | What competencies we need in an ideal candidate

  1. Relationship management and problem solving: You are responsible for driving onboarding and retention of our product/s and nurturing relationships with clients to ensure long-term retention and satisfaction.
  2. Strategic and systems thinking: You are someone who can design and build scalable systems and capacity to support growth. Simultaneously you can strategize with customers and spot opportunities/applications of product/s within their business.
  3. Knowledgeable about deep technologies: You will be required to understand and communicate technical, product and industry knowledge to a variety of audiences. You have the curiosity to constantly learn and keep your finger on the pulse.
  4. Growth and performance-oriented: You are someone who is focused on adding value, achieving revenue growth and other outcomes. You don’t shy away from taking charge to get things done.

Summary of responsibilities | What you will be responsible for day-to-day.

  • Set up and deploy the tools/tech/infrastructure needed for scalable customer success
  • Developing onboarding amp; training materials and processes
  • Coach our customers with onboarding, setting up and using our product/s effectively
  • Stay in regular contact and encourage our customers increased usage/value realization from our product/s
  • Contribute to revenue generation via upsells, timely renewals, referrals and promotion of the value of our product/s
  • Lead strategy and discovery discussions to identify ways customers can use our product/s elsewhere in their business to achieve their goals
  • Collect, respond to, and communicate customer feedback/successes internally to improve all aspects of the customer experience with our company
  • Review and address customer complaints and concerns per customer support model
  • Locate and nurture evangelists and advocates within our customer base
  • Establish and track clear KPIs, retention goals and process milestones for our customers
  • Maintain a detailed understanding of our technology, products and services
  • Support marketing and advocacy efforts with our customers and internal stakeholders
  • Support with sales and sourcing targeted new relationships, as required
  • Work closely with cross-functional team members - product, partnerships, operations, marketing, legal - as required.
  • As a teammate at ATB Financial, you will agree to uphold our values and Code of Conduct.

Requirements

  • 3-5 years of successful management experience in a SaaS customer success role (or a SaaS sales, account management or customer service role)
  • Post-secondary degree, ideally in a business or STEM field
  • Experience working with complex customers across sectors, sizes and geographies
  • Passion for innovative products and technology (focus on blockchain, digital identity, data)
  • Exceptional ability to communicate and influence/foster positive business relationships at the senior executive level
  • Ability to work independently, adapt to fast-moving situations and support a portfolio of products
  • Self-starter, with the ability to establish OKRs, KPIs, miles

Job Specification

Job Rewards and Benefits

ATB Financial

Information Technology and Services - Calgary, Canada
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