Client Success Advocate

Services · Calgary, Alberta
Department Services
Employment Type Full-Time
Minimum Experience Mid-level

We're looking for more than your standard Client Success Manager (CSM) – we want someone who is eager to make a difference. Someone who is excited about helping write the playbook and not simply just running it. We're a small team who punches above our weight and we want a CSM with the same drive. We believe relationships are the ultimate investment and are looking to hire the next person who is passionate about servicing clients.  If this is you, then come work alongside our expanding Client Success team and help our business scale. We're currently servicing clients in North America and Australia and are building a team to extend our best practices to new markets around the world. If you’re not afraid to embrace change and you’re looking to rapidly grow your skill set, then this role may be the perfect fit for you to build your career at the same pace as this fast-growing company. It's a bonus if you look forward to one day building a team of your own.

 

The many hats you’ll wear:

 

Builder:

  • Work directly with the Director, New Client Experience and VP, Client Success to design & implement Client Success best practices and processes as our company grows and services clients in new markets
  • Continually iterate on and enhance our processes for New Client Onboarding, CRM, Client Support, Consultation, and Professional Services
  • Be unafraid to take risks and test new approaches, with an eye for key KPI and success metrics
  • Take the time to truly understand our mission and vision and align tactics to strategy, always innovating and sharing your ideas


Solutions Expert
:

  • Possess a comprehensive understanding of the suite of Routeique software and hardware solutions, and guide our clients to ensure successful outcomes
  • Develop a deep understanding of our clients' businesses and lasting relationships with their team (we're people who care about people)
  • Work with our clients to develop and understand KPIs for their business, reviewing them regularly and strategizing on how they can be met and exceeded using our solutions
  • Demonstrate thought leadership in supply chain best practices
  • Drive client adoption of current platform, as well as new products and features as they become available
  • Suggest and advise on a variety of functional solutions to help the client achieve what they need from the product
  • Consult with and connect the appropriate internal teams to solution client problems and escalate when necessary
  • Communicate delivery timelines and set realistic expectations with the client
  • Serve as the client’s advocate back into Routeique's internal team, providing valuable feedback to our products teams

 

Consultant:

  • Foster a trusted partnership with the client and align Routeique's value to their key CSR and overarching business goals
  • Build strong, long-term business relationships by consistently going above and beyond client expectations
  • Evaluate client program priorities and tailor a plan just for them that establishes clear goals and milestones which maximize their ROI
  • Identify barriers to program growth and develop effective strategies based in client research and industry knowledge
  • Think outside of the box, and provide consultation on best practices, powered by our technology
  • Identify opportunities to engage clients with our R&D team to enhance our solutions and deliver additional value for clients

 

Value Driver:

  • Strive to provide value at every interaction
  • Communicate realized program ROI leading to a frictionless renewal and ensuring retention of current client revenue
  • Communicate potential program ROI to identify and foster cross-sell and up-sell growth opportunities at the appropriate lifecycle stage and in support of client program goals
  • Execute regular program reviews with clients to identify sales, growth and feature enhancement opportunities
  • Work in coordination with the Sales Team on client cross-sell opportunities

 

You have what it takes:

 

  • Minimum 2 years Customer Success/Account Management experience or transferable customer service roles
  • Experience in a SaaS organization, Agency or Consultancy is an asset
  • Prefer a flexible work environment, focused on achieving outcomes rather than hours (We're not a 9-5!)
  • Self-starter, you enjoy breaking trail as long as you have strategic direction from your leadership team
  • History of increasing client satisfaction, adoption, and retention
  • Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness
  • Strong communicator with excellent written and verbal communication skills
  • Comfortable presenting in medium to large groups
  • Comfortable overseeing a variety of client service issues to resolution
  • Detail-oriented, organized and analytical
  • Ability to work independently with strong judgement (We want our whole team to feel comfortable taking calculated risks)
  • Resilient, and thrives in a multi-tasking, start-up environment and can adjust priorities on-the-fly while managing a diverse and full workload
  • You strive for excellence. You know you can’t always be perfect, but you frequently go the extra mile and embrace feedback to continuously improve.
  • Success-driven with an entrepreneurial, and self-starter approach
  • French-language is an asset, but not a requirement
  • Supply Chain education or background is an asset, but not required

 

 

About Routeique:

 

We're a fast-growing and fast-paced software company. Our software and hardware solutions power the supply chain - getting products from where they are made to where they are enjoyed. We're an agile, high-performing group that loves to be of service to our clients, empowering them to get the right products into the hands of the right people, at exactly the right time. We're not just a technology company, but a group of thought leaders in the supply chain space, driven by passion and led by outcomes, helping our clients make supply chain their competitive advantage. 

 

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  • Location
    Calgary, Alberta
  • Department
    Services
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level