HYBRID - Québec City, CanadaWhat 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 remoteFull-time Permanent RoleInternal job title: Manager, Customer SuccessBenefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc.Flexible hoursNumber of hours per week: 40Educational 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 three Customer Success Specialists, one 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 take 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 ManagementDefine clear expectations and objectives with the team members; provide appropriate learning tools and activities to attain objectivesBuild trust and camaraderie between team members, influence valuable changes and positive outcomesConsult frequently with team members and have regular touchpoints with each member of the team to discuss progress on goals, engagement, professional development and moreEstablish an open discussion for decision-making, foster new ideas coming from team members, encourage and support independent thinkingCultivate a unique identity for the team; build a unified departmentRecognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the teamEvaluate results and provide feedback in a timely fashionShare the team’s challenges and successes with the applicable stakeholdersOperationsTake ownership of all expansion sales, cross selling and up selling to our existing customer baseAchieve a target renewal rate, with quarterly and annual goals as set by the Customer Success Leadership teamChampion customer solutions across the Equisoft organization, shepherding customers to appropriate support channels and teamsSuccessfully onboard and train our B2B & B2C customersIdentifying ‘at risk’ customers to mitigate churn and leverage response strategies across all accountsDevelop customer engagement plans to maximize customer lifetime valueImplement customer loyalty and advocacy programs to influence account expansion and ultimately drive new business through referralsIdentify key opportunities for account growth, and partner with development and product teams to provide insights on customer health – focusing on adoption, expansion opportunities, and renewalsEnsure day-to-day execution of overall vision and strategy of Equisoft’s strategic objectivesManage and grow our partner programRecruiting and IntegrationActively participate in the selection and interview process, as prescribed by Equisoft’s best practicesProvide hiring recommendationsParticipate in the integration planning, and ensure that new employees receive the necessary support and training to meet the positions’ requirementsAccompany new employees after the probation periodSkills Development and TrainingIdentify the weaknesses and suggest areas of improvement in the teamMotivate team members, ensure their good performance and actively contribute to the attainment of the goals and deliverables of the teamDeliver or participate in training sessions to help with the integration of new knowledge and the development of the team’s expertiseEnsure the company’s policies, as well as the standards and best practices are respectedRequirements:Bachelor’s Degree in Business Administration, Marketing or any other relevant fields from an accredited institution5 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 roleDeep understanding of SaaS or software customer needs and technology trendsExcellent knowledge of HubspotCapacity to not only understand key KPIs but ability to adjust behaviors to meet themProactive and positive approach to increase customer satisfaction and deepen relationshipsProven track record “making the number” – achieving attainment goalsExcellent communication skills, experience in a virtual client services environment.Strong sense of organization and prioritizingAnalytical and problem-solving skillsAbility to communicate, write and synthesize informationAbility to multi-task in a rapid-paced environmentTeam spirit, tact, diplomacy, autonomy, rigor, and disciplineExcellent knowledge of French & English (spoken and written)Nice to Haves:Knowledge of Chargebee and ZendeskKnowledge of the financial and insurance industriesEquisoft 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.
