Customer Success Manager
At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.
Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.
We make the world better, and you can too.
Customer Success Manager
Job location: This is a remote position. You can work from home and be located anywhere in Canada or USA.
About the team
The Global Customer Success team establishes and builds on value added relationships with our
customers. The team provides both proactive and progressive leadership on customer experiences and
in partnership with cross-functional internal teams, work with our customers to promote value, growth
and loyalty. Our Customer Success Managers foster the customer relationship post deployment,
ensuring a smooth onboarding experience and champion customer health by driving value realization
and increasing adoption of our solution.
What you will do
- Serve as the primary point of contact for any non-commercial relationships with our customers
in regards to ongoing value realization of RapidResponse, driving retention and loyalty. - Responsible for monitoring ongoing customer health and value realization, acting as the
interface into Kinaxis to help remove roadblocks throughout the customer journey - Liaise with cross functional teams within Kinaxis on behalf of assigned customers to drive value,
advocate for customers’ needs and increase adoption of our solution - Create and maintain success plans, monitoring ongoing value with customers by developing a
deep understanding of our customers’ business drivers - Address customer health issues and drive get well plans, as needed
- Gather and analyze customer feedback, advocating for customers in driving improvements
internally, while establishing and maintaining realistic client expectations - Facilitate customer onboarding and ensuring an overall smooth transition between teams
throughout the customer journey - Conduct business reviews and provide value added recommendations to customer on industry
trends and best practices - Communicate regularly with leaders both internal to Kinaxis and within customer organizations
to build strong and trusted relationships
What we are looking for
- Minimum 7 years of consulting, professional services, implementation, customer success
management and/or account management experience5 years of leadership experience - 4+ years dedicated experience in Customer Success or Customer Experience in SaaS
organizations - Direct experience working with global enterprise customers in a customer facing role
- Strong project management experience, leading project teams in a matrix organization
- Proven expertise in customer excellence programs, best practices and industry trends
- Strong presentation, facilitation and communication skills with a strong customer service focus
- Experience establishing and building relationships with C-Suite Executives
- Ability to travel 25-40%, as required
What we have to offer
- Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never “done. That’s because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they’re passionate about.
- Great People - We take our work seriously, but we don’t take ourselves too seriously! It’s in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
- Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
- Diversity, Equity and Inclusion - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others’ differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.
For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/.
Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at accommodations@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.