Cognibox is growing and is looking for a Customer Success Manager (CSM). As a contractor risks and compliance management leader, Cognibox offers the best combination of technology and expertise, with one of the most complete and flexible solutions on the market. Cognibox helps the largest corporations manage the risks associated with outsourcing specific to their sector of activity. Our offer is expanding and transcending borders with more than a hundred of Fortune 500 customers worldwide.
Position overview: The CSM will play a dynamic role in promoting and securing the engagement of client users in support of their contractor safety program, enforcement of the need to participate and utilize CBX and manage the account health at the different stages of the contractor lifecycle: Onboarding, Compliance Management and Renewal, as well as provide general account maintenance functions.
Main responsibilities:
- Act as the main point of contact for Cognibox clients;
- Responsible for ongoing account maintenance and growth;
- Provide client user training as required;
- Conduct periodic client on-site visits and reviews;
- Provide guidance to clients based on industry best practices and Cognibox’s general processes and procedures;
- Support product roadmap and continuous improvement by acting as liaison between clients and Product Development team;
- Liaise with other Cognibox teams as required to deliver strong account health;
- Manage system users;
- Schedule and participate on Quarterly Account Review meetings with clients and Sales Executive for the account;
- Provide feedback to Sales of major account risks and opportunities on an ongoing basis.
Qualification and Skill:
- Bachelor of usiness Administration or experience and / or training deemed equivalent;
- Professional fluency – English and French;
- At least 5 years’ experience in a Customer Success role in SaaS industry;
- Proven ability to drive change across client organizations, build and grow client relationships;
- Strong written and verbal communication skills in the context of account management;
- Strong project management skills;
- Proven customer-relationship skills, and the ability to grow and retain accounts, identify opportunities and can communicate potential risks and issues;
- Excellent verbal presentation skills with the ability to sell the value proposition of our business to key stakeholders;
- Excellent analytical and issue resolution skills, can handle stressful situations and is a quick thinker;
- Comfortable working with clients at any level in the organization, nurturing them as needed, becoming a trusted advisor for many clients all at once;
- Teamwork – ability to interface with various individuals and departments internally to leverage the expertise and experience of the entire company in providing the best solutions to clients (cross-functional relationships to ensure that client transactions/projects reach fruition).
Bonus Skills:
- As a bonus, the candidate will have working experience and/or qualifications in either Occupational Health and Safety or Supply Chain Management. The candidate may have worked as a Safety Advisor / Manager or Buyer / Purchasing Manager in the past.
Workplace: Montreal
Job Type: Full-time
*** The masculine gender is used as a generic term without discrimination for the sole purpose of simplifying the text. ***
