[Hiring] Client Success Manager @From Day One, Inc.

Role Description

The Client Success Manager will take a key role in managing our large and growing roster of sponsors and making sure they achieve their goals. In this role you would be primarily responsible for supporting our customers, helping make sure they are getting a positive return on their partnership with us by understanding their needs and objectives, building strong personal relationships and delivering an outstanding experience. The role is focused on daily delivery of high-touch service via email, phone, and face-to-face communication, coordinating with clients on logistics, in addition to helping them meet their overall partnership goals by engaging with our audience. This role is critical to the company, creating and nurturing strong client relationships to ensure high levels of satisfaction, renewals, and long-term loyalty.

To be successful in this role, you must possess a strong work ethic, as well as excellent organizational and interpersonal skills. This is a remote position, and also includes regular travel to other cities for in-person events.

Responsibilities

• Deliver an exceptional customer experience throughout the post-sales journey
• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs, and ensure customers gain value from our product
• Ensure client event experience exceeds expectations and leads to positive reviews and contract renewal
• Manage all client deliverables and information flow in a timely and accurate manner
• Assist with logistics of gathering client materials including travel and shipping
• Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell/renewal
• Prepare weekly, monthly or quarterly reports
• Format information for internal and external communication – memos, emails, presentations, reports
• Own key performance indicators including renewal rate and customer satisfaction scores

Qualifications

• This position requires a 4-year college/university degree at minimum
• Candidates should have a strong academic background and a minimum of 3 years of full-time, professional post-graduation experience
• Direct experience in customer/client success in events or conferences
• Basic knowledge of business software such as MS Office products, Google For Business, or similar
• Outstanding organizational and time management skills
• Excellent verbal and written communications skills

Benefits

• This is a full-time salaried position. Starting salary is $75,000 CAD per year with opportunities for regular advancement and raises.
• This position is remote, but please be available to meet with stakeholders based in or near the greater Toronto area if requested.