Job Description

Business OperationsHybrid Remote, Whitby, Ontario Moncton, New Brunswick Ontario, Canada Canada
Description
Starting base salary US $51,000 - $71,000
CAD $55,500 - $75,500*
Plus Bonus, Equity & Benefits

• Pay transparency

Our salary ranges are determined by role, level, and location. The range displayed on our job posting reflects the minimum and typical maximum target for new hire salaries for the position, it does not reflect the maximum salary for the role over time. Within the range, individual pay is determined by job-related skills and experience demonstrated during the interview process.
What you will be doing:
Program Manager, Client Services -Is the primary point of contact for Ecosystem portal clients. This role is responsible for ensuring our clients are maximizing their technology purchases. Responsible for the operational excellence of Ecosystem Solution client relationships. Builds and maintains a strong relationship with clients' decision-makers and portal administrators, driving solution adoption and optimization to meet their business goals while maximizing 360's revenue.
Responsibilities:

• Proactively drives client satisfaction:

• Works in close collaboration with our clients to drive user engagement and related Ecosystem portal enhancements resulting in a mix of client-driven requests and CSM recommendations based on client's goals and 360insights' roadmap/strategy
• Coordinates client's projects in collaboration with Solution Consulting and Professional Services teams and helps manage client's expectations
• Follows up with internal stakeholders to ensure timely resolution of issues
• Constantly offers new solutions and improvements
• Drives revenue growth through:

• Monthly Active User growth resulting in higher subscription renewals
• Managed services retainers or project-based services
• Identification of upsell/cross-sell opportunities with 360insights' portfolio and/or partner ecosystem
• Has a deep understanding of the Ecosystem Solution:

• Can support clients on portal administration functionalities
• Can help clients configure pages, roles, publishing rules to meet their needs
• Can help clients successfully publish content in their portal
• Can use the Ecosystem analytics and make recommendations based on results/trends
• Understands the integration with client's CRM and is able to do basic troubleshooting
• Conducts regular meetings with clients virtually and occasionally in person.
• Monitor client satisfaction through regular SLA reporting and escalation management
• Act as a senior level escalation point, providing oversight to client/customer complaints and tracking investigations through to resolution
• Support client calls & meetings for other products as required
• Liaise with internal departments as needed to support the client
• Support the creation of operational best practices and drive continuous improvements across the client base
• Analyze data and reporting to identify areas for improvement within the team, presenting plans and solutions to senior management

What you'll bring:

• Strong understanding of 360 platforms and business offerings
• 3-5 years of experience in account management or other people leadership role
• Excellent client services skills, and professional demeanor
• Strong project management, consulting, risk management and issue resolution skills
• Strong conflict management skills
• Strong communication skills, both written and verbal
• Excellent presentation skills (comfortable with data analysis and presentation)
• Strong background in Microsoft office - advanced excel knowledge
• Ability to work both independently and cooperatively in a fast-paced environment
• 3-5 years' experience with a SaaS platform and/or supporting a SaaS technology
• Client-first mentality and deep understanding of client service

Why 360?
Here at 360insights you will be a part of a fast-paced global technology company that is innovating and leading in the channel incentives and insights industry. You will be helping us to deliver great solutions for some of the world's most recognizable brands all within an inspiring and inclusive culture that has certified us as a Great Place to Workxc2xae in Canada, the USA and the UK.
At 360insights, we take pride in being a people-first organization, dedicated to fostering a vibrant values-based and inclusive culture. Our commitment to this ethos is reflected in our day-to-day operations and interactions with both team members and clients. Embracing a people-focused approach entails the following principles:
Diversity and Inclusion: We wholeheartedly welcome individuals from all walks of life to join our team. 360insights is committed to providing equal employment opportunities to people of every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity. You can find out more about our DEIB Vision on our website. We encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all stages of the selection process.
Experiences that create growth. Growth that creates experiences: At 360insights, every facet of our business presents opportunities for personal and professional development, allowing you to explore diverse disciplines and rewarding work experiences. Our commitment to growth is supported by robust Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the tools and support needed to thrive and grow as an Insighter.