Enterprise Customer Success Manager

Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. ## **Department Focus:** The Growth team at Deliverect is a dedicated group of proactive and experienced professionals focused on empowering customers to achieve significant growth. By serving as strategic partners, we deeply understand our customers' evolving business needs to offer tailored support and guidance that maximizes the Deliverect platform's potential. We foster strong, long-term relationships, collaborating closely to identify unique opportunities and co-create innovative strategies for their continued success in a dynamic market. ## **Your Impact:** As a Enterprise Customer Success Manager, you'll be the strategic anchor ensuring our enterprise customers thrive and achieve maximum value from the Deliverect platform. You will focus on driving product adoption and fostering long-term loyalty for a mixed book of accounts, acting as the bridge between our customers and our internal Product and Support teams. Your role is pivotal in fueling retention and revenue growth through exceptional support and a data-driven approach to customer health. ## **Logistics:** - Fluency in English and French is required, with strong written and verbal communication skills being essential. - Work Location: This is a full-time, hybrid role with a flexible work schedule, offering 4 days in our local office and 1 day from the comfort of your home. ### What You Will Do: - Develop and execute strategies to foster long-term customer relationships and guide enterprise clients through success milestones and product adoption. - Work Cross-functionally and collaboratively with Enterprise Account Managers and Support teams to resolve complex issues, and advocate for customers by requesting new features from the Product team. - Monitor customer usage and leverage data to demonstrate Deliverect's value, identifying opportunities to improve customer health and adoption rates. - Issue Resolution & Support Escalation: Act as an escalation point for complex technical and non technical queries, ensuring timely resolutions. - Identify potential upsell opportunities and support renewal management to ensure continued revenue growth. ### What You Will Bring: - Professional fluency in English and French is essential for managing our diverse account base. - 2+ years of experience in a customer-facing role such as Customer Support, Customer Success or Account Management, ideally within a SaaS environment. - An analytical mindset with the ability to analyze complex customer issues and leverage data analysis tools to measure customer health and develop effective solutions. - Proven ability to manage multiple projects simultaneously, meet deadlines, and navigate a fast-paced environment. - Exceptional communication skills with the ability to build trust and rapport with key stakeholders across multiple departments. - Familiarity with Google Suite and Zoom; experience with Planhat and HubSpot is a strong plus.