About the Role
RPM is seeking a Customer Success Manager (CSM) to engage directly with our valued enterprise software customers and help them get the most out of the products. This role will proactively talk with end users and license holders to help ensure the best possible experience using our software and working with our business. The Customer Success Manager will advocate for our customers and will work closely with RPM software sales, support, and consulting teams.
You will be responsible for managing and nurturing relationships with our customers, ensuring they receive maximum value from our products and services. You will work closely with customers to understand their needs, provide solutions, and identify opportunities for upselling and cross-selling. This role requires a blend of customer service, account management and sales skills. You will have strong commercial acumen with the ability to identify opportunities for expansion within existing customers. You will play a crucial role in ensuring customer satisfaction, driving product adoption, and contributing to revenue growth.
This is a permanent full-time role based out of Vancouver or Calgary.
Key Responsibilities
- Build and maintain strong, long-lasting relationships with assigned customers.
- Serve as the primary point of contact for customer inquiries, issues, and escalations.
- Conduct regular check-ins and business reviews to assess customer satisfaction and product usage.
- Identify upselling and cross-selling opportunities within the existing customer base.
- Collaborate with the sales team to develop strategies for expanding product adoption and usage.
- Assist customers in the onboarding process, ensuring a smooth transition and effective product adoption.
- Provide training and resources to help customers fully utilize our products and services.
- Act as a customer advocate, understanding their needs and representing their interests within the company.
- Gather and relay customer feedback to internal teams for product improvements and feature requests.
- Work closely with cross-functional teams, including sales, marketing, product, and support, to ensure a cohesive customer experience.
- Communicate effectively with customers and internal stakeholders to resolve issues and provide timely updates.
About You
You will have:
- Bachelor's degree in business, marketing, or a related field.
- Experience in software, mining or related industry.
- 3 years of experience in customer success, account management, or sales, preferably in a B2B environment.
- Proven track record of driving customer satisfaction.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving skills and a proactive approach to addressing customer needs.
- Ability to analyse data and generate insights to inform customer strategies.
- Proficiency in CRM software and other relevant tools.
- Legally entitled to work in Canada.
About RPM
RPMGlobal is the mining industry's leading advisory and consulting, enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.
We advance the mining industry towards a safer, more efficient, and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation, and sustainability, we strive to create safer and more efficient operations for our mining customers.
Our focus on providing advanced mining advisory and consulting, enterprise technology, and training across the mining lifecycle enables us to guide customers through the industry's current and emerging challenges worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations.
Please, no agencies or recruiters.
