POSITION OVERVIEW:

This newly created position serves as the advocate of SSM’s exceptional group of automotive dealership groups, agency and publisher clients and is responsible for delivering on our client objectives and client retention targets. We currently have a team of highly trained Media Planners and Account Executives who onboard and manage our clients - you will work with them to further enhancing our holistic approach to customer success, including client onboarding, training delivery, support, renewals, advocacy and our customer community.  You will spend some time interfacing with our customers, but most of your time will be spent managing our overall customer success initiatives. You will be held accountable for increasing customer lifetime, reducing churn and turning our customers into advocates.

WHY JOIN US:

As one Canada’s Best Employers for Recent Graduates (2017) and Canada’s Top Small & Medium Employers (2017), our collaborative culture rewards hard work and initiative. We adopt a collective approach to building an industry-leading digital media technology company and empower our staff members to participate in creative and meaningful ways. So join us on our mission – you will be part of an exciting journey!

• Open door policy where you opinions are heard and valued
• Meaningful merit increases and performance bonuses
• RRSP Matching
• Monthly company sponsored social events
• 100% employer paid group benefits, including MSP premiums
• Transit Subsidy
• Paid Gym Membership
• Free fruit and drinks – all day long!

For more information on what is it like to work for the largest technology company in New Westminster, be sure to check out our website and Glassdoor profile!

KEY ACCOUNTABILITIES AND SUPPORTING TASKS

Key Accountability - Client On-boarding and Training Delivery

Supporting Tasks

• Collaborate with Marketing, Sales and Digital Media to drive our customers through their journey, which includes, but not limited to implementation, onboarding, training, support, billing, growth and renewals
• Educate clients on the entire implementation process and communicate what is expected from them
• Connect clients to other highly engaged clients to share ideas, industry best practices and success stories
• Develop training content to educate clients on how to make best use of our products and demonstrate the value of our products through the use of in-house and Google analytics

Key Accountability - Customer Success Management

Supporting Tasks

• Establish trusted relationships with our clients, conduct regular executive reviews, and ensure ongoing success and engagement
• Develop programs to improve overall client retention across our customer portfolio including engagement programs, customer community, training content, satisfaction surveys and any other initiatives as appropriate
• Act as the advocate of clients and represent their interests and needs in front of SSM’s leadership team
• Gather customer intelligence from various sources to identify flight risks and areas of opportunity, provide regular updates to our team, and develop solutions to proactively manage churn risks and growth opportunities
• Drive customer upsell, advocacy, and referral opportunities with Sales and Marketing

Key Accountability - Leadership and Teamwork

Supporting Tasks

• Work closely with the leadership team to build out Customer Success deliverables around strategic projects
• Collaborate with Sales, Marketing and Digital Media to build and foster high performing customer oriented teams
• Provide insights to Product Development to further enhance our product and service offerings based on customer challenges and opportunities
• Assess and offer recommendations on effective customer management processes and any other internal procedures with the aim to improve client satisfaction and efficiency

PERFORMANCE STANDARDS

Success in this role can be defined by year-over-year improvements in metrics related to: organic revenue growth, customer satisfaction (customer engagement score), and most importantly client retention rates (customer lifetime).

EXPERIENCE AND EDUCATION/TRAINING:

Must-have:

• Bachelor’s Degree in Business/Commerce or other related field/discipline
• Minimum 3+ years in Customer Success or in customer-facing teams like account management
• At least two years of experience using CRM systems or other customer management tools as an end user

Nice-to-have:

• Formal training (certification) in Google Analytics
• Experience working in marketing/advertising, digital media or the auto industry
• Experience using Marketing Automation software such as HubSpot, Pardot and Eloqua
• Successful experience implementing and managing process workflows a plus

ENABLING COMPETENCIES:

• Demonstrated ability in and genuine enthusiasm for working closely with internal stakeholders and customers and establishing a trusted advisor relationship
• Extensive knowledge in digital media and online/display advertising
• Exceptional analytical and problem-solving skills in assessing customer risks and opportunities
• Proven success in challenging status quo, driving continuous improvement and operating with flexibility
• Comprehensive product, industry and competitive knowledge with an external network of expertise
• Ability to prioritize and execute tasks under pressure in a constantly changing environment