Note - This position is only for people residing in Canada with a valid work permit / PR / Canadian Citizen
Join Commport Communications International as our new Customer Success Manager – Key/Enterprise Accounts!
Company Overview:
Commport Communications International, inc. was founded in 1985 and is a leading Electronic Data Interchange (EDI) service provider based in Aurora, Ontario. Commport serves over 1,200 customers, more than 5,000 trading partners and processes over 140,000 transactions per day. We offer a variety of EDI and Data Pool solutions for businesses of all sizes, including custom interfaces for innovative supply chain management solutions worldwide. It is Commport’s mission to improve business efficiency through secure data processing, tailored integration services and exceptional customer support. As we continue to grow, we're seeking a passionate and skilled Customer Success Manager – Key/Enterprise Accounts to join our team and oversee a portfolio of high-profile accounts!
Position Overview
Reporting to the VP Customer Success, the Customer Success Manager (CSM) - Key/Enterprise Accounts is responsible for developing/servicing customer relationships that promote retention and loyalty and drive increased revenue. The incumbent will manage key and enterprise accounts and will collaborate with a variety of teams at Commport to ensure customer engagement and organizational success.
What you'll be doing:
- Drive retention and growth among our most valuable, high-profile customers by understanding their business needs and helping them succeed.
- Collaborate with various teams and resources within Commport to prepare highly customized proposals and Statements of Work (SOW), identifying complex solutions and customized service/product recommendations.
- Present proposals and SOWs to customers which could include several key contacts at customer sites (travel may be required).
- Create and manage a communications plan with a consistent and appropriate level of outreach.
- Prepare formal project plans and manage projects to ensure that project implementations remain on track to meet customers’ needs and timelines.
- Prepare customer ROI reports for presentation to management.
- Collect and analyze data and customer feedback/referrals/testimonials and translate into onboarding and retention strategies, as well as feed into the product roadmap.
- Identify opportunities, develop and close, with tracking in CRM.
- Provide insights to customers to ensure that they get the most out of our products with the aim of helping grow our revenue.
- Monitor and report on customer health, quickly identifying and resolving any issues and problems faced by customers and deals with complaints to maintain trust.
- Ensure customer accounts in CRM are accurate, meaningful and up to date, including the Clean Order process steps.
* All other duties as assigned
The scope of responsibilities of the Customer Success Manager-Key/Enterprise Accounts is:
- Typically based on multiple distinct Commport service/product lines with high complexity, customization, and integration points; handling non-standard and complex opportunities.
- Responsible for book of business worth approximately $2 million or more in revenues per year.
- Your business book will be back-filled as deemed necessary based on the target revenues.
Key competencies you excel in:
- Communication
- Leadership
- Negotiation
- Networking and Relationship Building
- Planning and Organizing
- Results Orientation
Working Conditions:
- Able to accommodate flexible hours and participate in ad-hoc support
- Remote work and in-office work
- Manual dexterity required to use a desktop computer and peripherals
Education and Experience:
- A bachelor’s degree in accounting, business administration or related field of study; OR
- 8+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
- Strong communication and interpersonal skills with ability to build strong client relationships
- Experience in working with complex, multi-divisional, multi-geographical customers
- Passionate about customers and providing a world class customer experience
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Proven ability to work with numbers, perform mathematical skills and analytics
- Attention to detail and accuracy in preparing financial and metrics information
- Experience delivering revenue numbers and producing accurate forecasts
- Strong analytical skills, with the ability to translate data into insights
- Excellent business acumen, presentation and negotiation skills
- Strong knowledge of Microsoft Office Suite: Word, Excel, Outlook and PowerPoint
- Have, or be willing to learn, EDI, Van, QA or other technical skills
- Experience with MS Dynamics (or other CRM) is an asset
- Proven project management skills
- Problem solving and decision-making skills
- Ability to create structure in ambiguous situations and design effective processes
- Driven, self-motivated, enthusiastic and with a “can do” attitude with a bias for action
- Excellent time management and organizational skills
- Bilingual in French and English is a definite asset
- Must reside in Canada to be eligible for this role
- RCMP Criminal Background Check (for Secure B Reliability Status) required for this role.
Application Process:
Commport welcomes all applicants. Accommodations during all phases of the screening and recruitment process will be made wherever possible.
If you're ready to take on this exciting opportunity and contribute to our Customer Success Team at Commport Communications, please submit your resume via Indeed or apply through our website at www.commport.com/careers. We look forward to reviewing your application!
We appreciate your application; however, we will only be contacting the candidates we wish to interview.
Salary: $71,200 to $89,000 per year