Senior Customer Success Manager

Position Title: Senior Customer Success Manager

Reports to: Chief Operating Officer

About Us:

Charter is an award-winning technology solutions integrator established in 1997 in Victoria, BC. We partner with industry leaders such as Juniper, Cisco, Extreme, and Microsoft, along with other key players, to provide a comprehensive range of IT hardware solutions. Additionally, we offer a full suite of solutions, including Managed Services, Project Services, IT Support Services, and a wide portfolio of Advisory and Consulting services.

About the Role:

Charter is looking for someone passionate about ensuring that our customers are planning for success, onboard licenses and solutions successfully, adopting and using what they purchase, and expanding their use of technology in a way that aligns with their own desired business outcomes. The primary focus of the Senior Customer Success Manager (Sr. CSM) is to bridge the gap between the customer, the extended Charter team, and our partner manufacturers. Additionally, the Sr. CSM will work with Charter Consulting Services & Service Delivery and Operations teams to ensure all customer reporting and business reviews are aligned, minimize overlap, and drive value, and measure and action customer satisfaction. This role will be critical in advocating for the customer and implementing Charter's focus of simplifying the business of IT.

This is a full-time position based in British Columbia. Charter offers a flexible in-office and remote work style. Depending on customer and Charter requirements after regular work hours and occasional travel may be required. The starting salary will be between $100,000 to $115,000. An incentive program will also be offered.

Key Responsibilities & Accountabilities:

• Create and maintain long-lasting and healthy relationships with customers, creating trusted relationships with stakeholders to ensure that they receive the necessary support & services required to meet their business objectives.

• Create engagement strategies with stakeholders to develop a professional relationship through the provision of product and operational services, training, and customer services.

• Promote the success of a business by regularly checking on how Charter's solutions meet customer needs, while identifying & actioning areas for improvement or growth.

• Understand the sales process for software agreements for various manufacturers and understand how to identify and position under-utilized or extra products provided as part of bundles for customer environments.

• Help identify new software opportunities within customers by targeting net-new product, consolidation, or growth strategies.

• Identify soon to be and/or out of support products, uncovered items, and a lack of investment in security suites that lead to technological debt, where customers fall behind and incur unexpected costs via failure or breach.

• Develop an in-depth understanding of customer needs, to identify opportunities for the company to provide additional products & services.

• Ensure customers have access to all licenses & vendor portals that are part of software agreements or products being procured.

• Ensure customers successfully implement their IT investments.

• Track customer adoption - ensure clients are able to fully take advantage of software and service solutions being procured.

• Ensure all potential training resources and tools are documented and made available. Deliver or arrange for training & education for customers (admin & end-users as applicable on how to use software and other services procured.

• Work with our renewals team to track customer renewals, promote any potential expansion or beneficial options, and follow up with Charter's sales team and customers alike to ensure renewal and growth for all contracts and agreements.

• Engage in regular reviews and reporting the value that Charter brings to customers by aligning KPI's and ROI with our customer's desired business outcomes.

• Act as a customer advocate within Charter and is responsible for ensuring customer input is heard and acted upon.

• Coach, mentor, and develop staff that don't directly report to the role but are involved in the delivery of customer lifecycle, solution adoption and customer satisfaction.

The list of duties and responsibilities described above are not intended to be all-inclusive and may be expanded/modified from time to time as required by Charter's needs.

Key Qualifications:

• At least five (5+) years' experience as a CSM and/or building and selling IT products, professional or managed solutions, cloud-based services, or outsourcing solutions

• Proven experience and skills in creating plans, proposals, quotes, reports, and financial analysis around IT services.

• In-depth knowledge of the local market, business analytics, key competitors, and potential partners' offerings

• Manufacturer Partner Customer Success or Experience Certifications

• Proven ability to interface at all levels of a customer environment

• Complex collaboration skills - internally & with broader cross functional groups

• Project management capabilities and experience (PMP designation valued, but not required)

• Responsible for the sourcing of training material to meet objectives of the targeted audiences/initiative including job aids and reference materials

• Experience training and mentoring team members

• Strong business reporting skills

• Strong technical analytical and correlation skills

• Professional negotiation and influencing skills

If you believe you are the right fit and have what it takes to be Charter's latest and greatest Senior Customer Success Manager, please apply with your resume and cover letter!

We look forward to hearing from you!

Charter is an equal-opportunity employer committed to inclusive, barrier-free recruitment and selection processes. Diversity forms the foundation for excellence and Charter seeks team members who will work respectfully and constructively with everyone. We encourage applications from members of groups that have been historically underrepresented on any grounds listed under the Human Rights Code, including gender, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age and/or self-identify as Indigenous (status, non-status, Metis, and Inuit). To request an accommodation in completing an employment application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to people @charter.ca