Customer Success Manager

  • Versature
  • 5424 Canotek Road, Gloucester, ON, Canada
  • Jan 02, 2018
Full time Customer Service Support Telecommunications

Job Description

Versature is disrupting the Canadian telecom industry with cloud-based business communication solutions. Trusted by clients and partners across the country, Versature is an award winning company that has raised the bar with superior, cost-effective technology, and exceptional Canadian-based support. Founded in 2003, Versature has a rapidly growing cloud-hosted business VoIP subscriber base and a strong partner network from coast to coast. The company is growing, we have an amazing corporate culture, and when it comes to our approach to customer success… well, let’s just say it’s extreme. What you haven’t heard is that we are looking for a new Customer Success Manager!

About the Role

Versature’s team of Customer Success Specialists build, maintain, and grow strategic relationships with customers. This role requires a consultative and holistic approach to the customer lifecycle. This includes providing guidance and leadership through the onboarding process when needed, proactively identifying opportunities that provide additional value for our customers over time, early identification and resolution of at-risk customers, and as a result renewing contracts when appropriate. Our Customer Success team owns the ultimate success of their customers and strive to provide an exceptional client experience with every interaction, focusing on:

  • Driving the success of their customer segment, including adoption, retention, account growth, referrals, upsells and renewals.
  • Ensuring that customers derive maximum value from their investments in Versature and fully leverage our services on an ongoing basis.
  • Developing and maintaining a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer’s business strategy and measurements of success.
  • Tracking accounts, identifying and developing new opportunities for expansion across the customer’s business to ensure contracted subscription growth and increased solution adoption across the organization.
  • Assisting in the design and implementation of Customer Success best practices and trends.
  • Maintaining product expertise across the Versature product line.

 

As the primary advocate for customers, you will also work closely with marketing, sales, product, support and engineering teams to ensure that customer feedback is being incorporated into business, product, and development decisions, thus ensuring greater overall product adoption and driving greater business value and satisfaction.

This is a full-time, in-office position.

Required Skills and Experience

  • Customer-facing experience
  • An understanding of the Customer Success industry
  • Excellent communication and writing skills
  • A dog lover. You’ll see Oxford and Remy on a daily basis (bonus points if you can name another one of our office dogs!)
  • Positive outlook, fun, and flexible

 

Nice to Haves

  • Prior Customer Success experience
  • Salesforce experience
  • Bilingual (English / French)
  • Bonus points if you can name Lincoln Murphy’s blog in your cover letter

 

You can’t handle the perks!

  • Opportunity to work for the Canadian Telecom Employer of Choice – Best Business in 2015 and one of Ottawa’s Fastest Growing Companies in 2017 (among other amazing kudos!)
  • Strong work/life balance
  • Winter hockey rink and summer patio in the backyard
  • Foosball – all year round
  • Team BBQs and Beer O’Clock Fridays
  • $2000 in health & wellness benefits

 

Versature welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.