Proposify Head of Customer Success Full Time in Halifax, NS


Branch Halifax NS CA

Head of Customer Success
Halifax, NS

Scaling the team – recruit, onboard, and develop training programs for account managers. Management and coaching of the Customer Success team – shadowing calls,…

We’re looking for a seasoned Head of Customer Success to join our Halifax-based team and help build the customer success department.

Position Here are the qualities of the person who leads our Customer Success department:

Enthusiasm and a positive outlook that is infectious and irrepressible when times get tough.

Emotional intelligence, takes time to build relationships and can move others to action where necessary.

Follows through on the commitments they make and have well-defined personal systems and habits for prioritizing and completing tasks.

Realizes that client success is a team sport, and routinely works across internal departments.

Understands that connecting with a customer and listening is more important than having all the answers.

Discernment. Can separate customers’ needs from their wants and determine how the request aligns with the current product vision before engaging more scarce resources such as product management or engineering.

Proactivity. Understands how to gather and assimilate information to prepare for key interactions.

Domain Expertise. There’s nothing more powerful than communicating best practices derived from personal experience. That’s why we’re looking for a leader who has years of experience selling high-priced services and has written deal-winning proposals. Our customers need your wisdom and advice to manage their sales process better using our software and give them guidance on closing more deals. Because you’re a seasoned sales pro, you’ll also be able to thoughtfully identify upsell and cross-selling opportunities at the right moment in the customer lifecycle.

Trusted Advisor Status. Trusted advisors build trust and confidence of individuals around them by speaking their truth whether the news is good or bad. They gain credibility by backing up assertions with data, and seek to build long-term relationships versus securing quick wins.

Here are the day-to-day responsibilities of the person we hire for the role:

Management and coaching of the Customer Success team – shadowing calls, developing individual skills, removing roadblocks, prioritizing tasks, etc…

Scaling the team – recruit, onboard, and develop training programs for account managers.

Segmentation – design and implement best practice processes to cost-effectively support accounts of all sizes and touch points

Tools & Process – create and maintain playbooks, implementation plans, and deliverables for each account segment and lifecycle – including implementation, deployment, KPI benchmarking, customer training and education, QBRs, and customer surveys and feedback

Metrics – define metrics relevant to measuring Customer Success Manager performance and customer health – own customer retention, expansion, and satisfaction KPIs

Promote a customer-centric mentality across the whole of the organization.

Required Skills Experience: 5+ years experience in a similar role, ideally at a SaaS company.

Education: College degree or diploma in marketing, business or technology (or equivalent experience)

Language: English

To apply for this position, please send along a thoughtful cover letter to Jennie Sanford, HR Manager

Company We’re Proposify, a SaaS secret weapon for more than 5,000 businesses worldwide, and counting.

Our mission is to help entrepreneurs, managers and salespeople streamline their sales process, get back the time they spend managing proposals, and close deals.

We work out of a cool, comfortable, and styling office in the heart of downtown Halifax close to bus routes, pubs and restaurants.

The person we hire will enjoy:

A competitive salary
Health & dental benefits
A new MacBook Pro
Free snacks and coffee
Vested stock options
A fun, collaborative team environment
Ongoing investment into learning
A good laugh everyday

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Halifax, NS, CA
Posted on: 2018-01-11
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