Winnipeg, MB

Permission Click is a B2B, Enterprise SaaS company with a growing global footprint. We help K–12 school districts manage risk by automating forms, approvals, and workflows district-wide. The COVID-19 pandemic has underscored the importance for districts to have world-class tools to digitize their operations to better serve staff and families. The ability to increase safety by reducing process contact/touch points builds on the incredible efficiency gains and audit trail capabilities Permission Click delivers above and beyond paper-based manual systems.

We’re specifically looking for a customer success account manager who will roll up their sleeves and work with a team from inside the trenches. As a key member of our Customer Success team, you will help shape and execute our customer success strategies, building strong relationships with customers and collaborating with cross-functional team members internally, to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this Role

  • Own the overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship with your clients, to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of customer success and creative teams
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities

  • Serve as day-to-day point-of-contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
  • Facilitate interaction and workflow between project team members to ensure deliverables are on time
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Prepare necessary documentation or visuals for client to demonstrate performance; analyze trends in utilization, customer satisfaction, and NPS scores to identify areas of improvement
  • Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

  • 3-5 years of experience in customer success, account management, communications, marketing, or sales
  • Strong verbal and written communication, planning, and project management skills
  • Analytical, detail and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred Qualifications

  • Bachelor’s degree or equivalent
  • Knowledge of HubSpot, Excel, SalesForce and project management tools

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