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Customer Success Manager


This is a Contract position in Vancouver, ia posted August 7, 2021.

Location CMiC HQ, Toronto Reports to Team Lead, Customer Success Status Full Time Department Marketing ABOUT CMiC As an industry pioneer, CMiC delivers complete and unified ERP and field solutions for construction and capital projects firms.

CMiC’s powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets—from a Single Database Platform™.

With customers throughout North America, CMiC serves one-quarter of ENR’s Top 400 Contractors and hundreds of small and mid-sized construction firms, from general and specialty contractors to heavy/highway and project owners.

For more information, please visit www.cmicglobal.com.

About The Role – Overview The Customer Success Manager will be responsible for managing and developing customer relationships that drive retention and loyalty.

The successful candidate will act as point person to collect and analyze customer-related insights that inform communications and other initiatives, delivering a value-focused customer experience that is seamless, consistent and productive.

Specifically, you will effectively manage processes and data, as well as orchestrate internal resources, to help customers realize their potential with their investment in CMiC.

About The Role – Key Responsibilities & Deliverables Represent ‘ the voice of the customer ’ back to CMiC.

This includes collaborating with CMiC’s customers and internal team members.

Stay in tune with each of our customer’s satisfaction levels and expectations for success while keeping CMiC management apprised of changes and longer-term trends.

Build and maintain productive relationships with customer stakeholders (senior accounting staff, project managers, project engineers, field staff, and C-suite executives) so you are viewed as a trusted and integral part of their team.

Ensure customers renew, achieve their business goals, and become strong references .

Secure participation in select marketing programs , such as press releases, case studies, video testimonials and attendance at CMiC’s annual customer conference (‘CONNECT’) as well as regional prospecting events.

Help drive overall customer retention & growth through effective and consistent customer engagement, on-boarding, communications, contract renewals and the pursuit of account expansion opportunities.

Facilitate periodic (weekly, monthly, quarterly) customer meetings to assess progress , analyze business requirements, troubleshoot issues, and share best practices to help drive desired outcomes.

Monitor customer activity on internal customer health dashboards .

Organize, craft, and lead business reviews 2-3 times a year with key customer stakeholders (e.g.

C-suite executives and senior team members) to track performance against objectives, present results and recommend improvements.

For your book of business, monitor the aggregate (and individual) customer experience with CMiC Professional Services and Customer Support .

Requirements Education, Skills & Experience Bachelor’s degree or college diploma (Business, Marketing, Engineering, Math, Science a plus) A minimum of five (5) years in customer success or another customer-facing role (or similar sales-related experience) Experienced working with customer management systems – e.g., CRM (Salesforce Sales Cloud), customer support (Salesforce Service Cloud) and marketing automation (HubSpot) Proven skills to extract from customer management systems the relevant data, analyze it and formulate recommendation for customer strategies, programs and communications Proven ability to collaborate with—and orchestrate—cross-functional teams to deliver an optimal customer experience Experience with successfully managing contract renewals that drive monthly recurring revenue Demonstrated ability to develop strong working relationships – at both executive and staff levels – within customer organizations Ability to provide tangible examples of situations where sound, accurate and fact-driven recommendations have been made Strong time management skills and attention to detail Exceptional troubleshooting and problem-solving abilities Able to work from our Toronto office, while traveling to visit customers, as needed (our customers are currently located throughout the U.S.

and Canada and – increasingly – overseas.

Success Factors & Desired Qualities Great at building relationships and rapport with customers .

Construction is a relationship-driven industry, and your customer’s engagement with our platform is tied to the strength of their relationship with you.

Excellent oral and written communication skills.

You will be presenting to – and engaging with – a wide variety of stakeholders, including executives, senior management and field staff.

Excited by – and comfortable with – unchartered territory.

We are building a new team at CMiC, and that means our Customer Success model is still evolving.

You will thrive here if you enjoy the opportunity to build new playbooks and processes.

You won’t be a fit here if you expect everything to already be figured out.

Business growth minded .

Our long-term business model is based on achieving enterprise-wide deployments by scaling across departments in as many customer accounts as possible.

You will thrive here if you are excited to put your “business hat” on to support the Sales team in determining the best path to realize each account’s potential.

You won’t be a fit here if you want a role focused solely on customer maintenance and support.

Technology and data-savvy .

You don’t need formal training in technology and data, but you must be comfortable manipulating data in spreadsheets and using reporting dashboards to deliver customer insights.

Thrives in a fast-moving, fluid environment .

We are smart, fast and nimble.

You will thrive here if you seek independence, enjoy taking the initiative and are willing to grow with us as we experiment and identify new best practices.

CMiC is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Benefits Competitive benefits Package (including Health & Dental benefits) Paid vacation and personal days Quarterly townhall meetings where all employees are encouraged to participate in open discussions Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQ’s, and more) Health and Wellness focus including virtual yoga classes and wellness webinars RRSP Matching Program after 2 years of employment Availability for some remote work Experience in a rapidly growing, socially responsible corporation