Description
Position at Ezra
Job Role: Customer Success Manager
Location: Toronto, CA – Hybrid (3 days per week in office)
About the role
As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead.
The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee post-launch customer success deliverables to provide a best-in-class service to EZRA’s valued customers.
This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA’s current and future growth.
What You’ll Do
Delivery life-cycle client management
- Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
- Key point of contact for all program and delivery related questions for program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Be the voice of the customer and provide feedback to internal teams to improve EZRA’s product and delivery
Program Implementation & Launch
- Project manage the client implementation process, from the internal alignment call to understand program scope, to program launch
- Coordinate to brief and include Solutions Leads, Coaching Services, Tech Ops teams in the implementation process as needed
- Working closely with EZRA’s Operational Business Partner team to project manage the set-up of our more complex elements such as EZRA’s Launchpad, Credit Card payments, integrations and localised solutions
- Facilitate client discussions to reach program design and go live decisions, working with Solutions Leads, where applicable
- Consult on best practice and communication strategies to drive high adoption and engagement. Finalising program communication collateral from templates (brochures, webinar decks) and drafting tailored collateral in partnership with Solutions Lead and BD where needed
- Work in partnership with Coaching Solutions to onboard coaches to the program effectively ensure the coaches are clear on the clients’ objectives and needs
- Collect and process participant data to ensure a timely and accurate launch
- Host coach and participant launches sessions, where applicable
- Effectively communicate with cross functional departments that support the overall client and participant experience, including Coaching Services, Solutions Team, Tech and Finance
- Key day-to-day relationship contact for our client stakeholders during the implementation phase
- Become SMEs in EZRA’s core Propositions and Solutions, understanding capability and ongoing iterations through regular training and learning interventions
- Ensure coaches are kept up-to-date on any updates to the program or within the client organization
Revenue management
- Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
- Contribute to the regional team’s revenue recognition targets
Reporting and insights
- Work in collaboration with Sales and rest of the account team to understand each clients’ needs and priorities to optimize the reporting provided
- Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
- Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
- Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients’ engagement with the portal
- Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Systems, invoicing and revenue tracking
- Daily use of project management tool to ensure accurate and timely implementation of all programs
- Build out of online intake form data capturing mandatory data ahead of launch
- Coordinate billing instructions for finance to execute invoices
- Keep accurate tracking of where clients’ spend is against prepay balances
Additional responsibilities
- Help EZRA evolve existing and new processes that will enhance the client and participant experience
The Customer Success Manager may be required to perform other duties as assigned by management, outside of their normal scope of work.
About you
- 3+ years of Customer Success or related corporate experience
- Experienced client relationship manager with proven experience in a customer success role
- Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate and clear communicator
- Self-starter able to operate in a high pressure, deadline driven, virtual environment
- Ability to influence others without direct authority and, at times, challenge the status quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients and participants needs
What we offer
We want all candidates to know they are valued. We push positivity. We are an environment of innovation, collaboration, and growth. Drive impact with your ideas by being a part of the greater discussion in a safe, supported place. Be accountable, ambitious, owning your work and goals. When everyone takes responsibility for their success, we all succeed. Finally, keep it simple! Enjoy the ride and the perks with your own world class coach, weekly well-being hour and learning and development fund.
We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.
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