Manager, Customer Retention & Sales

Job title:

Manager, Customer Retention & Sales

Company

Equisoft

Job description

Manager, Customer Retention & SalesWhat is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world’s leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement opportunities and fosters a stimulant environment. If that’s not enough, then check out these other perks below:

• Hiring Location: Canada (Montreal or Quebec City)

• You are welcome to work in our office, hybrid or remote

• Full-time Permanent Role

• Internal job title: Manager, Customer Success

• Benefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc.

• Flexible hours

• Number of hours per week: 40

• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

Role: The Manager, Customer Retention & Sales reports to the Senior Director, Customer Experience and will manage a 5-person team comprised of two Customer Success Specialists, two Onboarding Specialists and one Customer Success Expert and will work closely with the team of onboarding, training and support agents. The team deals directly with insurance and investment advisors and their assistants that use our products and taking ownership of the customer lifecycle, from onboarding to renewal, ultimately driving loyalty and advocacy.The incumbent will be responsible for managing customer expectations and acting as a leader across the organization to deliver the best value for customers.Your Day with Equisoft:Team Management

• Define clear expectations and objectives with the team members; provide appropriate learning tools and activities to attain objectives

• Build trust and camaraderie between team members, influence valuable changes and positive outcomes

• Consult frequently with team members and have regular touchpoints with each member of the team to discuss progress on goals, engagement, professional development and more

• Establish an open discussion for decision-making, foster new ideas coming from team members, encourage and support independent thinking

• Cultivate a unique identity for the team; build a unified department

• Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team

• Evaluate results and provide feedback in a timely fashion

• Share the team’s challenges and successes with the applicable stakeholders

Operation

• Take ownership of all expansion sales, cross selling and up selling to our existing customer base

• Achieve a target renewal rate, with quarterly and annual goals as set by the Customer Success Leadership team

• Champion customer solutions across the Equisoft organization, shepherding customers to appropriate support channels and teams

• Successfully onboard and train our B2B & B2C customers

• Identifying ‘at risk’ customers to mitigate churn and leverage response strategies across all accounts

• Develop customer engagement plans to maximize customer lifetime value

• Implement customer loyalty and advocacy programs to influence account expansion and ultimately drive new business through referrals

• Identify key opportunities for account growth, and partner with development and product teams to provide insights on customer health – focusing on adoption, expansion opportunities, and renewals

• Ensure day-to-day execution of overall vision and strategy of Equisoft’s strategic objectives

• Manage and grow our partner program

Recruiting and Integration

• Actively participate in the selection and interview process, as prescribed by Equisoft’s best practices

• Provide hiring recommendations

• Participate in the integration planing, and ensure that new employees receive the necessary support and training to meet the positions’ requirements

• Accompany new employees after the probation period

• Skills Development and Training

• Identify the weaknesses and suggest areas of improvement in the team

• Motivate team members, ensure their good performance and actively contribute to the attainment of the goals and deliverables of the team

• Deliver or participate in training sessions to help with the integration of new knowledge and the development of the team’s expertise

• Ensure the company’s policies, as well as the standards and best practices are respected

Skills Development and Training

• Identify the weaknesses and suggest areas of improvement in the team

• Motivate team members, ensure their good performance and actively contribute to the attainment of the goals and deliverables of the team

• Deliver or participate in training sessions to help with the integration of new knowledge and the development of the team’s expertise

• Ensure the company’s policies, as well as the standards and best practices are respected

Requirements:

• Bachelor’s Degree in Business Administration, Marketing or any other relevant fields from an accredited institution

• 5 years of customer success experience, relationship management, account management, or consulting role preferably within a SaaS or software organization and at least 3 years in a manager role

• Deep understanding of SaaS or software customer needs and technology trends

• Capacity to not only understand key KPIs but ability to adjust behaviors to meet them

• Proactive and positive approach to increase customer satisfaction and deepen relationships

• Proven track record “making the number” – achieving attainment goals

• Excellent communication skills, experience in a virtual client services environment.

• Strong sense of organization and prioritizing

• Analytical and problem-solving skills

• Ability to communicate, write and synthesize information

• Ability to multi-task in a rapid-paced environment

• Team spirit, tact, diplomacy, autonomy, rigor, and discipline

• Excellent knowledge of French & English (spoken and written)

Nice to Haves:

• Knowledge of Chargebee, Hubspot and Zendesk

• Knowledge of the financial and insurance industries

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Expected salary

Location

Montreal, QC

Job date

Sun, 12 Jan 2025 06:14:30 GMT

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