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:

We are seeking a Customer Success Manager (CSM) with a passion for guiding clients through their entire post-sales customer journey in a dynamic reseller environment within multiple ERP ecosystems. The ideal candidate is customer-centric, excelling at understanding client needs and committed to ensuring they achieve maximum value from our solutions and services. Becoming a trusted advisor and guiding clients through every step of the process is ideal for ensuring guaranteed customer retention.

A strong background in the ERP landscape, along with an understanding of the unique challenges and opportunities within a reseller model, is essential. Navigating complex client environments with confidence and working collaboratively with resellers to deliver exceptional results are key to success in this role.

With a strategic mindset, the right candidate will use data-driven insights to optimize the customer experience, proactively identifying potential roadblocks and continuously seek improvements in the customer journey. Excellent communication skills are necessary to clearly articulate complex ideas to both technical and non-technical stakeholders, while fostering strong relationships with clients, resellers, internal teams and all other necessary parties.

Thriving on problem-solving and tackling challenges head-on, this individual will be focused on delivering solutions that drive success, whether assisting with technical issues or optimizing workflows. Joining the forward-thinking team at Velixo offers the opportunity to take on a pivotal role in helping clients succeed within the ERP ecosystem.

Responsibilities:

• Provide customers with a stellar experience through a combination of digital and traditional CSM strategies, helping them to realize the full value of Velixo.
• Meet and enable new customers through the digital onboarding process.
• Understand the customer experience for both high and low-touch users to deliver education resources like training, knowledge base articles, video walkthroughs, and progress tracking.
• Implement & update the digital onboarding process and content for customers, help to increase user adoption & usage of Velixo.
• Support or respond to any account escalations.
• Forecast customer renewals and reduce annual churn.
• Meeting with existing partners to discuss health of mutual customers.
• Connect with and assist customers when needed.
• Be one of the faces of Velixo in many of our customer/value added reseller webinars, video walkthroughs, and other digital communications.
• Monitor telemetry usage, account health gauges, and other relevant data to flag and connect with at-risk customers.
• Identify leads and collaborate with Sales and Services to share customer insights and growth opportunities.

Experience & Skills

• Strong ability to collaborate with internal Operational, Services, Support and Sales teams
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational, and convincing manner
• Experience delivering education/training ressources
• Strong problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly growing market
• A propensity for relationship building and collaboration between multiple parties.
• High energy with the capability to multitask in a dynamic, cross functional, and rapidly growing team
• Accountability and personal organization are essential

Bonus points if you have:

• Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing)
• Degree in Communications/Administration or equivalent.
• Previous experience creating excel based reports

Requirements:

• Bachelor's Degree or equivalent experience
• 2+ years of work experience in a SaaS Customer Success or Customer Support role
• Strong proficiency in the English Language - Multilingualism is a huge asset
• Industry or business domain knowledge an asset (ERP / accounting / Microsoft Excel).

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.