Why you'll love Softchoice:
The impact you will have:
**What you'll do:
**
- Provide insights that help customers make decisions on how to best achieve their business or technical goals
- Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers
- Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
- Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention
- Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
- Ensure customer retention, as well as drive adoption and growth
- Identify and develop expansion opportunities. Use your in-depth knowledge of our services to identify the best features/functionality for each customer's needs and required outcomes
- Represent 'voice of the customer' to provide internal feedback on how we can better serve them. Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience
- Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement
**What you'll bring to the table:
**
- 5 years of relevant work experience in a customer facing role
- Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
- Experience managing and supporting customers in a technology driven, managed services environment
- Experience with SLO, SLA and KPI deliverables is an asset
- A proven ability to curate opportunities for growth and expansion within an existing customer base
- Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
- Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
- English and French speaking required
Not sure if you qualify? Think about applying anyway:
**Why You'll Love Working Here:
**
- The People: You'll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
- High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
- Flexibility: Plan your workdays in a way that suits you best
- Award-Winning Workplace: Proudly recognized as a Great Place to Work for 19 consecutive years
- Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
- Competitive Benefits: Benefit from competitive perks that start on day one
Inclusion \& Equal opportunity employment:
Require accommodation? We are ready to help:
Our commitment to your experience:
Job Requisition ID:
