Customer Success Account Manager

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We are looking for an account manager to join our Customer Success team in Vancouver!  

As our Customer Success Account Manager, you own the relationship with our customers and focus on Collabware product adoption and ongoing customer satisfaction. You are an ideal candidate if you are resourceful, proactive, solution-oriented, and you don’t shy away from asking questions, proactively reaching out to customers, and pushing priorities forward. You must be passionate about building strong customer relationships and have been known as a trusted advisor by customers.

Key Responsibilities

  • Guide new customers through the onboarding process

  • Establish a trusted advisor relationship with customers and serve as their voice within Collabware

  • Perform regular customer check-ins, health checks and strategic reviews

  • Develop, track and report on key metrics for customer health, adoption and success

  • Escalate critical customer issues and coordinate efforts with other Collabware team members

  • Drive customer contract renewals and drive growth for Collabware products and services

  • Facilitate customer case study creation

Essential Skills

  • Outstanding customer service skills, patience, and a high degree of emotional intelligence

  • Strong interpersonal, presentation and consulting skills

  • Impeccable written and verbal communication skills

  • Ability to think creatively and come up with proactive ideas that will help drive growth

  • Positive attitude and ability to excel under pressure

Experience

  • Minimum 4 years experience in a customer success role responsible for increasing customer adoption, satisfaction, and retention

  • Experience managing, consulting, and negotiating with customers

  • Proven track record of retaining and growing revenue within an existing customer base

  • Bachelor’s Degree or equivalent experience

Collabware Perks

  • Collaborative Team Environment

  • Unlimited Vacation

  • Flexible Hours

  • Stock Options

  • Growth Opportunities

  • Social Events

  • Volunteer Opportunities

  • Unlimited Coffee and Snacks

  • Free Lunch Fridays

Working with Collabware:  Beyond providing Intelligent ECM solutions to free organizations from information chaos, our focus extends to the dream team behind it all. At Collabware, we prioritize a culture of authenticity, transparency, and collaboration. We are a group that recognizes we all have a lot to bring to the table, so aligning with our core values, we strive to make sure everyone feels valued and well equipped with the tools they need. Whether it's our quarterly Innovation Days, company outing to the billiards, or one of the many occasions we order a cake, we're all about maintaining a work environment that we can problem solve together, support each other, and have a lot of fun while we're at it.