Job Description

Gestionnaire de la Program Success

Conseiller CRM Strategique | Secteur des Services Financiers

En tant que Gestionnaire de la Reussite des Programmes chez Solutions Metrix, vous agissez en tant que conseiller strategique et partenaire de croissance a long terme pour nos clients -- principalement des banques regionales et des cooperatives de credit -- en les accompagnant dans l'evolution de leur programme CRM.



Vous vous situez a l'intersection du service client, du conseil d'affaires et de la gestion de comptes. Votre mission est de batir des feuilles de route CRM pluriannuelles qui aident les clients a realiser le plein potentiel de leur investissement. Vous adoptez une approche consultative, demontrez ce que le CRM rend possible, et contribuez a faconner leur transformation numerique avec vision, clarte et impact mesurable.



Ce role combine developpement de relations, sens des affaires et responsabilite de croissance. Vous identifiez les opportunites d'evolution continue du CRM et d'adoption accrue, co-creez des plans axes sur la valeur avec les clients, et soutenez l'equipe dans leur mise en oeuvre -- de l'idee a la concretisation.

Ce que vous ferez

Agir en tant que conseiller de confiance aupres des parties prenantes du client (C-level, VPs, experts metiers), en definissant et faisant evoluer des feuilles de route CRM alignees sur leurs priorites et objectifs a long terme. Etre responsable du succes continu des programmes clients, en veillant a la creation de valeur, a l'adoption du CRM, et a la croissance continue. Collaborer avec les equipes internes -- avant-vente, livraison, support et commanditaires executifs -- afin de garantir l'alignement des attentes, des budgets et des delais. Maintenir une feuille de route claire et structuree sur 2 a 3 ans, decrivant les initiatives strategiques, les echeances et les objectifs d'affaires. Identifier les opportunites de croissance au sein des comptes existants, des ameliorations operationnelles aux nouvelles initiatives, et assurer le suivi : propositions, developpement de cas d'affaires, et conclusion. Surveiller la sante des comptes et la satisfaction des clients, en intervenant de maniere proactive pour corriger les risques ou desalignements. Participer a la gouvernance et au suivi des programmes en collaboration avec les chefs de projet et les responsables techniques. Etre la voix du client en interne pour aider a prioriser les ameliorations.

Ce que vous apportez

5+ annees d'experience en conseil CRM, gestion de la reussite client ou gestion strategique de comptes, idealement dans une societe de services-conseils. Solide experience aupres de clients dans les services financiers, en particulier les banques regionales et les cooperatives de credit -- vous comprenez leurs priorites, leur contexte de conformite, et leurs defis en matiere de transformation numerique. Capacite demontree a construire et maintenir des feuilles de route strategiques, et a accompagner les clients dans une demarche de maturite CRM par etapes. Excellentes competences en gestion de la relation client et confiance dans l'engagement aupres de parties prenantes de haut niveau. Capacite prouvee a identifier et structurer des opportunites d'affaires, incluant la redaction de propositions axees sur la valeur et la conclusion de mandats. Expertise approfondie des plateformes CRM et de leur capacite a transformer les fonctions de service client, de ventes ou d'operations. Equilibre entre la reflexion strategique et la realite operationnelle -- vous comprenez comment traduire la vision du client en mise en oeuvre concrete. Experience du travail en equipes interfonctionnelles, idealement en environnement de services professionnels ou de conseil. Excellentes competences en communication, en animation et en storytelling -- en personne comme a l'ecrit. Maitrise de l'anglais; le bilinguisme en francais est un atout majeur.

Atouts supplementaires

Vous vous epanouissez dans un environnement en croissance rapide et dynamique -- ou tout n'est pas encore fige, mais ou les opportunites de batir, structurer et faire evoluer les choses sont nombreuses. Vous avez travaille dans des secteurs reglementes ou comprenez les environnements fortement axes sur la conformite. Vous n'avez pas peur de remettre en question les hypotheses, de poser les questions difficiles ou d'apporter de nouvelles perspectives quand c'est dans l'interet du client. Vous aimez structurer l'ambiguite en plans strategiques concrets.

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Program Success Manager

Strategic CRM Advisor | Financial Services Sector



As a Program Success Manager at Solutions Metrix, you act as a strategic advisor and long-term growth partner for our clients--primarily regional banks and credit unions--guiding them through the evolution of their CRM program.



You sit at the crossroads of Customer Success, Business Consulting, and Account Management. Your mission is to build multi-year CRM roadmaps that help clients realize the full potential of their CRM investment. You bring a consultative approach, demonstrating the art of the possible with CRM, and help shape their digital transformation with vision, clarity, and measurable impact.



This role combines relationship building, business acumen, and growth accountability. You will identify opportunities for continued CRM maturity and adoption, co-create value-driven plans with our clients, and support the team in bringing those opportunities to life--from idea to close.

What

You'll

Do

Act as a trusted advisor to client stakeholders (C-level, VPs, SMEs), helping define and evolve CRM roadmaps that align with their business priorities and long-term objectives. Own the ongoing success of client programs, ensuring value realization, CRM adoption, and continued growth. Collaborate with internal teams--pre-sales, delivery, support, and executive sponsors--to ensure client expectations, budgets, and timelines are aligned and well managed. Maintain a clear, structured 2-3-year client roadmap that outlines strategic initiatives, timelines, and business goals. Identify growth opportunities within existing accounts, from operational improvements to new initiatives, and drive the follow-through: proposals, business case development, and closing. Monitor account health and client satisfaction, intervening early to address risks or misalignments. Participate in program governance and oversight in partnership with Project Management and Technical Leads. Be the voice of the client internally helping prioritize improvements.

What You Bring

5+ years of experience in CRM consulting, Customer Success Management, or Strategic Account Management, ideally with a consulting services firm. Strong experience working with financial services clients, particularly regional banks and credit unions--you understand their priorities, compliance context, and digital transformation challenges. A demonstrated ability to build and maintain strategic roadmaps and guide clients through phased CRM maturity over time. Excellent relationship management skills and the confidence to engage with senior-level stakeholders. Proven ability to identify and shape business opportunities, including value-based proposals and closing. Deep expertise with CRM platforms and how they can transform customer, sales, or operations functions. A balance of business strategy thinking and delivery pragmatism--you understand how client vision translates into implementation reality. Experience working in cross-functional teams, ideally in professional services or consulting environments. Strong communication, facilitation, and storytelling skills--both in person and in writing. Fluency in English; French bilingualism is a strong asset.

Bonus Traits

You thrive in fast-growing, dynamic environments--where not everything is figured out, but there's plenty of opportunity to build, scale, and shape the future. You've worked with regulated industries or understand compliance-heavy environments. You're not afraid to challenge assumptions, ask hard questions, or offer new perspectives when it's in the client's best interest. You enjoy mapping ambiguity into structured, strategic plans.


Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries.