Customer Success Manager

Velixo is an award-winning provider of Excel-based reporting solutions for leading cloud ERP solutions such as Acumatica, MYOB Advanced, and Sage Intacct, based in Montreal, Canada.

With Velixo, you can build financial, project, and other business reports in Excel with live ERP data in just a few minutes and get the answers you need.

Customers love Velixo for how user-friendly it is and how easy it is to use: we are the top-rated solution on the Acumatica marketplace!

Who we are looking for:

As a Customer Success Manager (Hybrid) for Velixo, you will be playing a key role in preserving and growing our worldwide market share. The role requires strong communication and collaboration skills combined.

We need someone to nurture our client relationships and grow their participation. Someone who is 100% focused and can deliver whatever the client needs. What does that mean? It means as a key player on our team, you will do everything you can to extend and renew our group contracts and manage our channel partners. Our company is looking for you to make a significant contribution to the Customer Success Team while working on your own personal growth and success.

Responsibilities:

• Meet and enable new customers through the onboarding process.
• Bridge the gap between sales and customer support to increase customer retention and drive customer satisfaction.
• Problem-solve and maintain relationships with adaptability, urgency, and positivity.
• Collaborate with internal departments to facilitate client need fulfillment.
• Continued customer follow-up and interaction.
• Account Escalations: support or respond to any alters, red flags, or poor account health.
• Forecast customer renewals and reduce annual churn.
• Meeting with existing partners to discuss health of mutual customers.
• Keep the customer data up to date within the CRM.
• Running webinars and product demonstration to existing customers.

Requirements:

• Bachelor’s Degree or equivalent experience
• Minimum of 3 years of experience in a CSM or TAM role
• Strong organization and presentation skills.
• A propensity for relationship building.
• High energy with the capability to multi-task in a dynamic, cross-functional, and rapidly growing team.
• Industry or business domain knowledge an asset (ERP / accounting / Microsoft Excel).
• Accountability and personal organization are essential

Benefits:

• Competitive salary
• Generous benefits package, including but not limited to:
  • Group Health Insurance
  • RRSP match up to 6% of base salary
  • Generous PTO allowance
• Hybrid working environment

At Velixo, we prioritize the growth and development of our employees, recognizing their potential and providing opportunities to excel in their chosen field. We are excited to welcome you to our team and embark on a journey of mutual success.