Customer Success Manager

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The Kerr Group of Companies is one of Canada’s largest Telecommunications Support and Workforce Optimization organizations.  Since 1997 we have be growing our business with the help of our dedicated employees.  We are proud of our reputation for the highest level of service for our valued customers and the best work environment for our exceptional employees.  As we continue to grow, our goal is to stay connected to our values and committed to the same standard of excellence that got us where we are today.  Kerr Group operating companies are Frontier Technologies and Northern Business Intelligence.

Northern Business Intelligence puts customers first and we do it best. We sell vehicle telematics from leading suppliers like Geotab, but we're more than that. We deliver industry-leading customer service backed by a team of professionals who are just a phone call away. For over 12 years, Northern BI has helped customers leverage the power and data of Geotab to increase workforce efficiencies. our business is rooted in providing superior customer service while producing innovative solutions that enhance our fleet management offerings. 

We are currently seeking a Customer Success Manager to join the Northern Business Intelligence team! While we are located in Dartmouth, Nova Scotia, this role can work from anywhere within Central/Eastern Canada.

Reporting to the President, your primary responsibility is to enthusiastically promote the value of our solutions and partner with our clients to enable them to adopt the technology we offer to deliver continuous improvements in value and return on investment.

 What you’ll do:

  • Act as a project coordinator and consultant to support customers’ implementation of technology to help minimize their time and help them maximize the effectiveness of the tools in their business
  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all Northern Business Intelligence activities are closely aligned with the customer's business case and business strategy, allowing the maximum potential of our solutions to be realized.
  •  Leverage a comprehensive understanding of Geotab and other products as they become available to provide relevant technical recommendations on solutions and areas of opportunity for our customers to gain value from their investment.
  • Maintain proactive contact with a base of customers to ensure they are leveraging the solution and achieving continual improvements in achieved ROI.
  • As needed, conduct formalized ROI reviews with each customer to ensure they are aware of their achieved ROI and determine the next area of focus to add even more value to the relationship.
  • Maintain customer records using salesforce.com
  • Provide timely account or issue status reporting and communication support both to customers, the rest of the account team and management.
  • Identify and grow opportunities within accounts and collaborate with the Account Managers to achieve this growth.
  • Identify and assess renewal risks and collaborate with the team to secure renewals and prepare documents as required.

 Qualifications:

  • Post-secondary education with minimum 3 years’ experience in an account management, technical support, project management, consulting or equivalent.
  • Above average commitment to client satisfaction

 Skill set:

  • Ability to communicate and present clearly and effectively.
  • Bilingualism is a strong asset (English/French)
  • Strong organizational skills
  • Excellent time management skills
  • Attention to detail
  • Sound problem-solving abilities
  • Experience with telematics products and/or other SaaS products.

 We’re looking for people who are passionate about what they do, who believe in our core values and want to go above and beyond for our customers every day. If you have a strong work ethic, like to rise to the challenge, are motivated by a job well done, and want to be part of a fast-growing Atlantic Canadian company, we want to hear from you!

 
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