Manager of Customer Success

2 months ago
Full time role
Remote · Montreal, QC, CA... more

Manager of Customer Success

Location: Montreal, Canada 


Description:


GHGSat offers greenhouse gas detection, measurement, and monitoring services to industrial and government customers around the world. The company uses its own satellites and aircraft sensors, combined with third-party data, to help industrial emitters better understand, control, and reduce their emissions. 


We are seeking a Manager of Customer Success to join our Operations & Service Delivery Team. Reporting to our Manager of Technical Operation & Service Delivery, your mission will be to lead the Customer Success team as they manage complex projects and relationships with large, international clients in the private and public sector. The primary responsibility of the Customer Success team is to drive adoption, implementation, and value of our monitoring solution for our customers by being a trusted technical and operational resource and an innovative solution-maker for internal and external stakeholders. You will lead the vision and strategic implementation within the team and manage key customer accounts to empower our customers with robust education and engagement, drive internal alignment of the business to customer value, and provide efficient and effective customer support.


This success will be built off your knowledge of remote sensing, GIS, our unique methane detection technology, and delivery mechanisms to educate our customers, resolve their issues proactively, enable them to achieve full value of our products, and ensure their satisfaction. Your combined technical, account management, and project management skills will allow you to work closely with our Sales and Operations teams to effectively deliver white-glove service to our clients. 


Responsibilities: 


  • Develop and execute strategies to drive customer retention, loyalty, and growth, building capacity within the team and adopting and refining internal tools and software to achieve these goals. Manage customer churn risks, implementing proactive measures to mitigate them;
  • Coordinate between the Sales and Operations teams and our customers on all active projects to ensure seamless delivery of service and identify opportunities for growth;
  • Architect and build internal processes and tools for bringing customer intelligence into the organization. Foster a customer-first culture, focused on continuous improvement towards evolving customer value and operational excellence. Act as an internal advocate for our customers with our Product Management and Software teams to drive internal adaptation of our products and services in alignment with the evolving needs of our customers;
  • Lead, mentor, and scale the Customer Success team to empower them to become champions of your vision;
  • Track project requirements, milestone achievements, and customer health scores. Take proactive action to ensure we meet our objectives. Report on project outcomes regularly;
  • Facilitate efficient and effective responses to customer inquiries, troubleshooting any technical issues and coordinating internal resolution, and addressing concerns to ensure a positive experience with our technology and services;
  • Own the customer onboarding process and documentation, iterating on it as required. Lead the customer onboarding process, ensuring customer requirements are properly understood and that customer expectations are aligned with our products and services;
  • Establish and grow strong relationships with key stakeholders within customer organizations by being their trusted advisor;
  • Lead the development of Customer Success processes and methods for cross-customer monitoring and analytics to gain insights that will drive internal strategy.


Skills: 


  • A technical university degree or equivalent experience in industry in a subject relevant to the products and services we deliver at GHGSAT, such as remote sensing, GIS, environmental sciences, etc.;
  • Proven (5+ years) experience in Customer Success, Business Development, Sales, Account Management, Project Management, or equivalent roles. Experience working in a similar role at an Earth Observation or data company is considered a significant asset;
  • Proven (2+ years) experience leading, mentoring, and motivating high-performance teams. Experience building a Customer Success (or equivalent) organization, processes, and/or tools is considered a significant asset;
  • Data-driven decision making;
  • Relationship management and technical sales acumen with tangible business successes in customer satisfaction, retention, and growth. Communication and interpersonal skills must be sharp;
  • Experience working with senior external stakeholders at large, international institutions;
  • Proven project management skills leading to the successful and timely deliver of complex projects;
  • Strong account management skills with demonstrated ability to enable user adoption of products or services;
  • Excellent written and verbal command of English. Knowledge of other languages is considered a plus;
  • Ability to learn new technical tools quickly.

 

GHGSat offers a creative and highly-motivating work environment. We offer competitive salaries, health and social benefits including flex-time and continuing development. We are committed to a diverse and inclusive workplace. GHGSat is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your recruiter.