Job Role: Customer Success Manager
Location: Toronto, CA - Hybrid (3 days per week in the office)
Who we are:
Imagine what even the world’s finest organizations could achieve if all their
employees were coached to be their absolute best.
At EZRA, we are on a mission to do just that. We believe that through coaching,
people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they
know all that, they can build on the good stuff and work on the rest. This
mindset applies not only to our clients but is manifested in our own EZRA
family.
We believe we are changing people’s lives. We believe a happy team is a
productive team. We want our people to care and be proud of what they do. We
also practice what we preach – every member of our team gets to experience the
superpower that is coaching for themselves, among some other pretty incredible
rewards.
The Role:
As EZRA continues to grow, so does our mission to be in front of more
organizations worldwide! To accomplish this, we are looking for an Enterprise
Customer Success Manager reporting directly to the regional Enterprise Customer
Success Lead. The focus of this role will be to work hand-in-hand with our
Enterprise clients to oversee all customer success deliverables to provide a
best-in-class service to EZRA's valued customers.
This is an exciting role with significant stretch opportunities, with the
individual expected to play a critical role in EZRA's current and future growth.
What You'll Do:
Delivery life-cycle client management
- Proactively manage a portfolio of Enterprise clients for the full delivery
lifecycle – from post-sale to program completion and non-program related
workstreams
- Key point of contact for all program and delivery-related questions for
program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through
program delivery
- Bring together internal EZRA stakeholders to support client needs, such as
Solutions Leads, Coaching Services, Tech and Product, Finance, etc.
- Be the voice of the customer and provide feedback to internal teams to
improve EZRA's product and delivery
Reporting and insights
- Work in collaboration with Sales and the rest of the account team to
understand each client's needs and priorities to optimize the reporting
provided
- Align monthly reporting to show client progress towards achieving objectives,
sharing successes and/or raising concerns to the account team to determine
next steps
- Regularly align with Sales and the rest of the account team on the approach
to reporting calls to ensure client needs are met and Sales can build towards
the next opportunity
- Generate coach and data insights, collaborating with EZRA’s Solution Lead
team as appropriate
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to
support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support
the overall account growth strategy
Revenue management, systems, and invoicing
- Ensure clear revenue activation plans for clients with prepay balances,
working with the account team and beyond to put plans in place where needed
- Contribute to the regional team’s revenue recognition targets
- Ensure data hygiene related to revenue forecasting activities
- Daily use of a project management tool to ensure accurate and timely
implementation of all programs
- Build out online intake form data capturing mandatory data ahead of launch
- Coordinate billing instructions for finance to execute invoices
- Keep accurate tracking of where clients’ spending is against prepay balances
About you:
- 3+ years of Customer Success or related corporate experience
- Experienced project manager with proven experience in a customer success role
- Willingness to work in a fast-paced start-up environment and comfort around
operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate, and clear communicator
- Self-starter able to operate in a high-pressure, deadline-driven, virtual
environment
- Ability to influence others without direct authority and, at times, challenge
the status quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients' and participants' needs
- Nice to Have: Professional fluency in Spanish, Portuguese, and/or French
Canadian is a plus, as we operate in global markets and value multilingual
collaboration.
What we offer:
- Your Own World Class Coach
- Friends and Family Coaching
- 2 Weeks Work from Anywhere
- Charity Days
- Learning and Development Budget
- Weekly Wellbeing Hour
- Supplementary Health Plan
- Health Insurance
- Health and Fitness Reimbursement Plan
- Registered Retirement Savings Plan
LI-Hybrid
We are an equal opportunity employer dedicated to having a successful, diverse
team where everyone has a voice and feels able to be themselves. We believe that
through valuing our uniqueness and respecting our differences, we can achieve
more, and that diversity adds to our culture. Attracting and developing a
diverse workforce that reflects the communities in which we serve is essential
to us.
