Customer Success Manager - Canalys

Company Description

Canalys, a recent addition to the Informa Tech portfolio, is a highly respected, global market intelligence firm. We serve the leading technology vendors and ecosystem players around the world. We have a mature, unique portfolio of products, and have huge potential for growth in our industry.  

Job Description

Role and responsibilities:

• Own and assume ultimate responsibility for client renewals and retention
• Be your customers’ main point of contact and trusted advisor at Canalys
• Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Canalys
• Be a strategic thought leader for your customers, analyzing use-cases and recommending insights/research best practices to enhance client strategies
• Proactively analyze customer product usage to identify opportunities and risks to account health
• Self-motivate and develop effective systems to stay organized and ensure regular interaction with 50+ key global enterprise accounts
• You may be a Lead on global group accounts coordinating internationally across other Canalys teams, along with diverse customer teams, to create a seamless customer experience
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, in-person meetings, and quarterly presentations
• Provide continuing education for customers to maximize product usage, identifying new or unused Canalys services that could provide value for your customer and represent an upsell opportunity for Canalys

Qualifications

Who You are:

You are an established Customer Success professional who finds satisfaction in helping your customers thrive. You have an excellent track record in customer success or a related role and are excited to work with complex multinational technology companies.

• You have a minimum of 3+ years experience managing large, strategic accounts. This includes ensuring strong communication across multiple senior client stakeholders.
• You have experience working in the technology industry, or in a related field.
• You have existing project coordination/management experience. Formal project management certifications (PMP, Agile, etc.) are a bonus.
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
• You’re a team player who is committed to the success of the broader organization. You’ll go above and beyond to ensure all clients' needs are met/exceeded in a timely manner.
• High level of intellectual curiosity. You are interested in learning more about our industry and how it affects different aspects of the world at large.
• Proficiency with Word, Excel, Outlook and PowerPoint
• You have an interest in international business relations, and are open to traveling both nationally and internationally
• You live in the Portland, Oregon Metropolitan market and are willing to work both in-office and remotely.

The pay range for this position is $68,000 -$90,000 base depending on experience.

Additional Information

Why Canalys?

Canalys offers both the spontaneity and autonomy of a start-up with the security of an established organization. This is a flexible, office-based role in Portland, OR, with company offices across Europe and Asia. You’ll collaborate with colleagues and clients worldwide and work as a team across different time zones and regions.

You’ll gain experience working with senior-level industry executives and develop an understanding of strategies from a wide array of the technology industry's leading companies.

We are offering a competitive salary with an uncapped bonus and comprehensive benefits, including an attractive medical and dental insurance plan, cell phone, laptop, corporate credit card and paid time off.

Canalys provides equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, disability, veteran status, or any other legally protected status.

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be a