Unito Customer Success Manager Full Time in Montréal, QC

Unito.io is a work collaboration tool based in Montreal and one of BetaKit’s top startups to watch in 2018. We’re a VC-backed SaaS company that makes people happier, organizations more productive, and software more powerful, all over the world.

Who you are

You’re at the front line of Unito, serving as the wise voice who helps calm customer concerns, the expert who can tell our front end team where potential customers go astray, and the determined problem solver who figures out the best way to help the most clients the fastest way possible. You’re positive, love helping people, and know something about project management and the problems that our clients are likely to encounter. You’re an expert at English, well-spoken, and comfortable explaining complicated topics through the combination of the written word and the occasional well-placed animated GIF.

What you’ve done

• 3+ years sales or customer-facing experience in B2B or B2C environments, preferably in a technology-related field
• Experience writing technical / knowledge base copy
• Ability to thrive in a competitive environment and execute tasks within short time lines
• Results-driven, metrics-oriented, and resourceful
• Passion for people and technology
• Technical aptitudes
• Strong attention to detail
• Strong organizational and multitasking skills
• Polished communication skills in English (French a bonus)
• Experience presenting to an executive-level audience
• Project management experience and/or certification
• Used Asana, Wrike, Trello, JIRA, GitHub, or similar PM tools
• BONUS: Introduced one of these applications into your organization on your own initiative
• BONUS: Familiar with Intercom and/or Hubspot

What you’ll do

At Unito, responsibility and authority is distributed: you own your work! There is very little hierarchy, yet we’re highly organized. We’re a diverse team of young and hungry members, combined with experienced leaders. We’re looking for those who will shape Unito and take pride in it!

• You’ll be our front-line technical support for all customers
• Answer customer questions and build out our knowledge base to facilitate self-service
• Outreach programs to cancelled accounts
• Handle escalations and save unhappy customers
• Onboarding and tutorials for new customers
• Maintaining customers happy throughout their life cycle
• Manage professional services projects with key enterprise customers
• Become the expert and write the book on multi-app project management
• Help write case studies, white papers
• Collaborate with sales to identify new upsell opportunities
• Collaborate with the product and engineering teams to improve our product

Who we are

We’re taking on a major problem that people are passionate about solving: we make it easier to collaborate across teams. We don’t make users learn new tools and change the way they work. By connecting work management tools, we allow managers, cross-functional teams, departments, and entire companies to benefit from seamless collaboration and improved communication. We sync projects across a number of tools, but our main focus is on Trello, Asana, JIRA, GitHub, and Wrike. This is a hard problem of semantics, synchronization, and APIs.

Our software is changing the collaborative work landscape and is the only software of its kind on the market. We pride ourselves in having one of the most talented and motivated teams in town. We’ve acquired tens thousands of trial users, hundreds of paying customers, hired 20 people, and connected 9 different applications together. We’re on a mission to change how collaboration works between teams for almost any company in the world, and we’ve shown so far that we’ve got what it takes to succeed.

Culture

Our team is a family of humble and hungry individuals, varying in age (our founders span 3 decades), gender (almost at parity!), cultures, and backgrounds (11 countries). We prefer to focus more on the quality of our work, and less on things like policies or rules. We trust our team and encourage them to make independent decisions, ask questions, share ideas, and voice opinions. Everyone’s voice is heard.

Here at Unito, we’re huge on transparency, honesty, and execution. We have no tolerance for politics or hiding mistakes, and value flexibility, autonomy, fairness, and respect. We share achievements, all company metrics, and learn from failures together as a team.

Our team operates through areas of responsibility that make everyone own of a part of the business. We are inclusive and welcoming, and dedicated to building a team of high performers. We want every employee to maximize his or her potential, learn, and grow within the company.

Benefits

• Dental, health and travel insurance
• Wellness spending budget for self-improvement purposes.
• Gorgeous new downtown office space located by metro Champs de Mars and Berri UQAM, plus reserved parking.
• Join our groups of runners, walkers, hikers, soccer or basketball players.

If this position sounds like a good fit, we’d love to hear from you!