customer success manager (intermediate to senior) in toronto

posted
job type
permanent
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job details

posted
location
toronto, ontario
job category
Technologies
job type
permanent
reference number
2119121PROEN
apply now

job description

I am looking to hire two more Customer Success Managers with extensive Digital Marketing experience! Please email me at Uzma.Vakani@Randstad.ca if the below looks like a fit for you and we can discuss more details!


DUTIES AND RESPONSIBILITIES

The Customer Success Manager performs a wide range of duties including some or all of the following:
• Own, maintain and enhance the relationship with assigned clients and act as a client advocate.
• Foster strong relationships with the day to day client contacts and achieve high client satisfaction levels by building/maintaining a strong client rapport as well as continually providing added value and ensuring satisfaction
• Counsel clients and be the subject matter expert on the solutions and services with focus on the client programs, campaigns and reporting. Provide strategic input and insight to the client.
• Facilitate and support the definition of pre-sales project scope, goals and deliverables working directly with customers to understand their unique business challenges and objectives.
• Manage internal teams to ensure the execution of programs meets or exceeds client expectations
• Thorough understanding of client contract, specifically focused on project delivery and service needs including the documentation, maintenance and detailed understanding of the client ecosystem
• Act as a leader and agent for execution excellence, innovation and a positive work environment
• Influence and implement continuous improvements to operational and delivery processes.
• Leverage platform features and tools, scripting languages and campaign components to support the building, testing and delivery of highly dynamic, personalised, integrated campaigns
• Stay abreast of industry innovations, practices, and metrics.
• Ensure account is being managed and maintained as per contractual commitments
• Communicate with excellence and clarity
• Anticipate and resolve client problems/issues



EXPERIENCE AND QUALIFICATIONS

• 5+ years of experience in digital marketing with a clear focus on email, html and & deliverability.
• Experience working in the retail or telecommunication environment is an asset
• Experience delivering omni-channel personalisation campaigns is an asset
• University Degree in Marketing nice to have


Must Have Skills/Experience:

Digital marketing -focus on email, html, delivery - (>5Years)
Client facing with excellent communication skills - (>5Years))
Strong Customer Service Skills - (>5Years)
Strong understanding of digital production environments - (3-5Years)
Leadership Skills - (3-5Years)
Client Management Skills - (3-5Years)

Nice To Have Skills//Experience:
Retail or telecommunication environment - (1-2Years)
Omni-channel personalisation - (1-2Years)
Degree in Marketing - (2-3Years)


THE SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
• Natural leader who fosters engagement and a positive team environment with strong people management skills
• Ability to work effectively with little supervision based upon an agreed to set of objectives and goals
• Strong customer service orientation with superior interpersonal, communication (oral, written) and diplomacy skills. Proven ability to work effectively across Business Units (technical, non-technical) and with multiple levels of the organization (Working Level through Executive Level)
• Exceptional organization, planning, analytical and strategic thinking skills with attention to detail
• Highly motivated and proactive individual capable of owning and driving assignments with ability to influence (add value) and interpret requests which may not be clearly defined
• Decisive manager with willingness to learn and adapt to new responsibilities and shifting priorities, demands and timelines with ability to multi-task and deliver in a fast-paced environment
• Knowledgeable and has a passion for the industry
• Result oriented manager who is able to guide and shape group dynamics
• Excellent proficiency in Microsoft Office software

Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.