Job Description

Role Overview:

The Client Success Manager will work directly with municipal governments and have the primary responsibility to maintain regular contact with all clients to ensure their complete satisfaction with our products and services. The Client Success Manager will also work in a client support role and liaison with clients to obtain and assemble information required for software maintenance and asset management projects.

Responsibilities:

Lead the client support team Engage with all clients on a regular basis Act as a lead contact with clients for software implementation and project activities Carry out client follow-up activities such as software training, documentation and ongoing client support Liaise with clients to collect, assemble, sort, validate and merge data from multiple sources Identify upsell and referral opportunities and promote our products with clients Communicate and provide status updates to the project team

Must-have:

Strong command of the English language, both spoken and written Excellent communications skills 5+ years of customer service experience is preferred Strong knowledge of MS Office Relevant municipal experience is an asset Strong analytical skills, creativity, familiarity with web-based technologies, and the ability to rapidly learn a proprietary software Innovative and creative thinking skills Strong problem-solving skills Conscientious with attention to detail Enthusiasm, team spirit and ability to work with or without supervision Passion for client service and success

Nice-to-have:

Engineering Technology degree in infrastructure asset management A basic understanding of Geographical Information Systems (GIS) like ArcGIS is an asset
Job Type: Full-time

Pay: From $60,000.00 per year

Experience:

Customer relationship management: 5 years (required)
Work Location: Remote