Frances jobs in Canada

ABOUT US

Orquest was born to serve the retail industry through Artificial Intelligence Workforce Optimization Software. Our mission is to make every retail interaction count, whilst maximising value. If you enjoy helping customers achieve their objectives, you are an experienced CSM and you are fluent in English and Spanish, don't miss out on this job opportunity. We are looking for an outstanding CSM, responsible for managing the Adoption & Expansion phases of our customers. You will be working in a company with great possibilities of growth, servicing a growing industry.

Your Key Responsibilities

• Trusted Advisor for customers throughout the adoption phase and expansion opportunities.
• Protect existing revenue by providing valuable information to customers based on data and configuration analysis, by offering improvement recommendations to drive successful Orquest technology adoption.
• Monitor and help improve usage to achieve business desired outcomes, follow up on support interactions, product & enablement needs with the relevant departments, and help drive customer engagement with marketing initiatives.
• Drive data informed decision making, based on the objectives to achieve defined in the customer’s personalised Success Plan.
• Be product savvy and introduce configuration changes & beneficial features that could be of interest to our customers and that would improve their user experience.
• Establish and maintain regular communication with customers for updates, feedback and to track progress on identified necessary actions.
• Monitor and work towards achieving & maintaining optimal customer Health Scores.
• Lead the VoC (Voice of Customer) program for their portfolio, relaying feedback to all Orquest teams and to customers to drive improvement both internally & externally.
• Conduct regular catch ups to provide visibility on performance evolution and objectives achievement.
• Drive Strategic Business Reviews to showcase product value & success plan outcomes.
• Collaboration: Sales, Onboarding, CS Ops Mgr, Product, Marketing.

Required Skills and Experience

• Experience working as a CSM for at least 2 years, focused in adoption and expansion journey phases, preferably in SaaS solutions and with international clients.
• English level C1 (other languages such as French and Arabic would be an advantage). Most of our customers are based worldwide, and therefore great fluency in English is mandatory.
• Good data skills, good knowledge of Excel and Power BI. The core of the job would be to analyse KPIs & progress presenting them to the customer and recommend actions based on data.
• Experience using CSP tools and CRM (ideally, being HubSpot savvy).

Why join us

• Flexible compensation plan.
• Medical and dental insurance in addition to your income as well as other benefits.
• Great possibilities of growth, and to contribute to improve the Customer Success area.
• Because people are our most important asset, we take good care of our team.
• Because you will be surrounded by an inspiring international team of smart, open-minded, and passionate professionals.
• Because we offer flexibility, trust, and ownership. We are strong believers that what matters most are results, which is why we provide a flexible schedule & hybrid or 100% remote working.