Job Description

For this opening we will consider candidates from the following locations: Montreal,QC,Canada | ,ON,Canada;,QC,CanadaIntrado\'s mission is to save lives and protect communities by helping them prepare for, respond to, and recover from critical events. Our cutting-edge, innovative SaaS company is at the forefront of transforming preparation for and response to 911 emergencies with next generation, data-driven software. At Intrado, we\'re passionate about our mission, our customers, and our team members, and seize the opportunity every day to make an impact through #workworthdoing.Intrado is looking to hire a Senior Customer Success Manager to join our team.The Senior Customer Success Manager is responsible for applying advanced technical principles, theory, and thought leadership to our customers, bringing visibility into the connectivity and inter-dependencies between workstreams and teams. The Senior Customer Success Manager is also the liaison into the business function and responsible for providing executive updates and reports, that include creating a strategic roadmap of the overall success of the customer.Senior Customer Success Managers are able to function independently with little guidance, contribute to the overall account strategy, and ensure alignment to the company\'s strategic roadmap.Key Responsibilities:

• Provide expert guidance and Customer Success leadership on assigned portfolios, ensuring that these efforts are adhering to the established corporate policies and procedures
• Be a part of developing a strategy for the overall direction and prioritization of the company\'s programs
• Be the customers\' guide through the post-sales journey, and advocate in influencing the Intrado offering roadmap and improvements
• Lead our customer\'s onboarding, adoption, relationship expansion, and renewal experience motions
• Develop a strong partnership with and become a trusted advisor to customer stakeholders, partners/resellers, and Executive Sponsors
• Establish strong relationships with customers, speaking on a frequent cadence to reinforce those relationships while uncovering new service opportunities for the account team
• Proactively monitor key performance metrics like NPS, customer satisfaction, adoption, and customer engagement level
• Proactively engage Support and Engineering to monitor and resolve complex technical issues.
• Manage risks and issues and take corrective measurements including escalating to the business owner and executive team
• Deliver Business Reviews in conjunction with the Account Team.
• Work closely with key leadership in the Sales, Marketing, Support, Product, and Legal organizations
• Perform other duties and projects as assigned

Education:

• Bachelor\'s degree from an accredited college or university with major course work in business, engineering, computer science, liberal arts, or a related field required
• Equivalent work experience in a similar position may be substituted for educational requirements

Experience:

• 10+ years program experience preferably in 9-1-1 telecommunications or related industry experience required, with an emphasis on technical capabilities preferred
• 8+ years program management experience preferred
• Participation in on call rotation schedule for events and incidents required
• Demonstrated ability to balance multiple priorities and deadlines
• Intermediate knowledge of MS Word, PowerPoint, Excel, Outlook, and Access required
• Proven ability to drive large-scale projects with high collaboration and leadership
• Travel required, as needed
• Bilingual in French and English required

Benefits & Compensation:Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you\'d expect (medical, dental, vision, life and disability coverage, paid time off, 401k retirement plan with company match and flexible spending accounts), and several that go above and beyond - tuition reimbursement, paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurance, identity protection, and more! Apply today to join us in work worth doing!The starting salary for this position is between $85,000 and $95,000 CAD a year and will be commensurate with experience.Intrado cherche \xc3\xa0 embaucher un Senior Customer Success Manager pour rejoindre notre \xc3\xa9quipe.Le Senior Customer Success Manager est responsable d\'appliquer des principes techniques avanc\xc3\xa9s, des th\xc3\xa9ories et un leadership \xc3\xa9clair\xc3\xa9 \xc3\xa0 nos clients, apportant une visibilit\xc3\xa9 sur la connectivit\xc3\xa9 et les interd\xc3\xa9pendances entre les flux de travail et les \xc3\xa9quipes. Le Senior Customer Success Manager sert \xc3\xa9galement de liaison avec la fonction commerciale et est responsable de fournir des mises \xc3\xa0 jour et des rapports ex\xc3\xa9cutifs, y compris la cr\xc3\xa9ation d\'une feuille de route strat\xc3\xa9gique du succ\xc3\xa8s global du client.Les Senior Customer Success Managers sont capables de fonctionner de mani\xc3\xa8re autonome avec peu de supervision, de contribuer \xc3\xa0 la strat\xc3\xa9gie globale des comptes et de garantir l\'alignement avec la feuille de route strat\xc3\xa9gique de l\'entreprise.Responsabilit\xc3\xa9s Cl\xc3\xa9s:

• Fournir des conseils d\'expert et un leadership en mati\xc3\xa8re de succ\xc3\xa8s client sur les portefeuilles assign\xc3\xa9s, en veillant \xc3\xa0 ce que ces efforts respectent les politiques et proc\xc3\xa9dures \xc3\xa9tablies par l\'entreprise
• Participer \xc3\xa0 l\'\xc3\xa9laboration d\'une strat\xc3\xa9gie pour l\'orientation g\xc3\xa9n\xc3\xa9rale et la priorisation des programmes de l\'entreprise
• \xc3\x8atre le guide des clients tout au long du parcours post-vente, et d\xc3\xa9fendre leurs int\xc3\xa9r\xc3\xaats en influen\xc3\xa7ant la feuille de route et les am\xc3\xa9liorations des offres d\'Intrado
• Diriger les processus d\'int\xc3\xa9gration, d\'adoption, d\'expansion des relations et de renouvellement de nos clients
• D\xc3\xa9velopper un partenariat solide et devenir un conseiller de confiance pour les parties prenantes des clients, les partenaires/revendeurs et les sponsors ex\xc3\xa9cutifs
• \xc3\x89tablir des relations solides avec les clients, en communiquant fr\xc3\xa9quemment pour renforcer ces relations tout en d\xc3\xa9couvrant de nouvelles opportunit\xc3\xa9s de service pour l\'\xc3\xa9quipe de compte
• Surveiller de mani\xc3\xa8re proactive les indicateurs de performance cl\xc3\xa9s tels que le NPS, la satisfaction client, l\'adoption et le niveau d\'engagement des clients
• Engager proactivement les \xc3\xa9quipes de support et d\'ing\xc3\xa9nierie pour surveiller et r\xc3\xa9soudre les probl\xc3\xa8mes techniques complexes
• G\xc3\xa9rer les risques et les probl\xc3\xa8mes et prendre des mesures correctives, y compris escalader aupr\xc3\xa8s du responsable commercial et de l\'\xc3\xa9quipe executive
• R\xc3\xa9aliser des revues d\'affaires en collaboration avec l\'\xc3\xa9quipe de compte
• Travailler en \xc3\xa9troite collaboration avec les principaux responsables des d\xc3\xa9partements des ventes, du marketing, du support, des produits et du juridique
• Accomplir d\'autres t\xc3\xa2ches et projets assign\xc3\xa9s

Formation:

• Dipl\xc3\xb4me de premier cycle d\'un coll\xc3\xa8ge ou d\'une universit\xc3\xa9 accr\xc3\xa9dit\xc3\xa9(e) avec des cours principaux en commerce, en ing\xc3\xa9nierie, en informatique, en arts lib\xc3\xa9raux ou dans un domaine connexe requis
• Une exp\xc3\xa9rience professionnelle \xc3\xa9quivalente dans un poste similaire peut \xc3\xaatre substitu\xc3\xa9e aux exigences en mati\xc3\xa8re d\'\xc3\xa9ducation

Exp\xc3\xa9rience:

• Exp\xc3\xa9rience de programme de plus de 10 ans, de pr\xc3\xa9f\xc3\xa9rence dans les t\xc3\xa9l\xc3\xa9communications 9-1-1 ou dans un domaine connexe, avec une emphase sur les comp\xc3\xa9tences techniques
• Exp\xc3\xa9rience de gestion de programme de plus de 8 ans pr\xc3\xa9f\xc3\xa9r\xc3\xa9e
• Participation \xc3\xa0 un calendrier de rotation sur appel pour les \xc3\xa9v\xc3\xa9nements et incidents n\xc3\xa9cessaires
• Capacit\xc3\xa9 d\xc3\xa9montr\xc3\xa9e \xc3\xa0 \xc3\xa9quilibrer plusieurs priorit\xc3\xa9s et \xc3\xa9ch\xc3\xa9ances
• Connaissance interm\xc3\xa9diaire de MS Word, PowerPoint, Excel, Outlook et Access requise
• Capacit\xc3\xa9 prouv\xc3\xa9e \xc3\xa0 mener des projets \xc3\xa0 grande \xc3\xa9chelle avec une forte collaboration et un leadership
• D\xc3\xa9placements requis selon les besoins. Bilingue en fran\xc3\xa7ais et en anglais requis

Le salaire de d\xc3\xa9part pour ce poste est compris entre 85 000 et 95 000 dollars canadiens par an et sera ajust\xc3\xa9 en fonction de l\'exp\xc3\xa9rience.
ABOUT USIntrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado\'s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.Our Company has sales and/or operations in the United States, Canada and Europe and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.

Intrado