Customer Success Manager

Customer Success · Kitchener, Ontario
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced

Company Overview

We’re Encircle, nice to meet you! We’re leading the $2 trillion dollar property and casualty insurance industry out of the dark ages of pen and paper processes, into the digital age of transparency and empowerment. Our easy-to-use mobile and web software enables thousands of restoration contractors and insurance professionals to create efficiency, optimize resources, and maximize productivity. We’ve got some huge goals and are looking to add new members to our all-star team to help get us there!


Role Profile

If you’re passionate about providing exceptional customer service, building long-lasting relationships, and helping people be successful - this role is for you. We’re focused on working with our customers to ensure they’re successful and fully satisfied with their Encircle experience. We treat our customers like trusted partners and their happiness is critical to our success. We’re looking for a Customer Success Manager to lead the way! 


You will be responsible for developing relationships with your account base through regular phone and email conversations focused on driving value, identifying potential risk, and engaging in upsell opportunities. Through exceptional product and value proposition knowledge you will meet or exceed quarterly revenue targets.  


Responsibilities

  • Drive revenue from the customer base by increasing client adoption, ensure retention and increase satisfaction of the Encircle platform
  • Build strong relationships with new clients in their customer journey after the onboarding process is completed
  • Ensuring they are completing training and using key features or the platform to help them be more effective and successful
  • Develop programs to ensure that customers are using existing features to their full capacity and aware of new features added to the product
  • Engage customers by phone and email to build relationships including customer success, upsell, retention
  • Enable customers to derive maximum value and fully utilize our solutions through account analysis and usage metrics 
  • Identify and develop opportunities for upsell and new feature add-ons across your customer base while farming referrals
  • Proactively monitor risk and potential for customer churn
  • Identify process gaps and provide recommendations for improvement
  • Assist in the development and execution of marketing and educational programs focused on providing continued value to secure renewals and long-term account growth
  • Be a trusted and knowledgeable advisor for customers

 

Requirements

  • 5+ years of experience in Account Management
  • Self motivated and proven track record of meeting and exceeding revenue targets 
  • Software/SaaS industry experience would be a strong plus
  • Outstanding communication and listening skills
  • Customer focused with the ability to quickly develop rapport and trust with customers 
  • Superior time management skills with the ability to manage multiple projects
  • Comfortable presenting information within group sessions
  • Team oriented with ability to succeed in entrepreneurial environment
  • Ability to work on cross-functional teams with individuals in Sales, Marketing, Operations, Product, Success and Customer Support

 

WHO YOU WILL BE REPORTING TO

The Customer Support/Success Representative will report to the Director Customer Success.

 

HOW TO APPLY

Excited to join a fast growing start-up? Then we would love to hear from you! Click the link to apply.

Encircle is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability. Encircle is committed to a fair and inclusive work environment. We will endeavour to accommodate the needs of qualified applicants in all parts of the hiring process.





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  • Location
    Kitchener, Ontario
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced