Customer Success Manager

<p><span><span><strong>See what you can do with Prophix®</strong></span></span></p> <p>Prophix is a fast-growing global leader in financial performance management. Ambitious finance teams use Prophix One<span>™</span>, our Financial Performance Platform, to improve the speed and accuracy of their decision-making with a harmonized user experience, stepping confidently into the next generation of finance.</p> <p>Headquartered in Etobicoke, Ontario with offices in 16 cities, we work with a global network of partners across North America, South America, the UK, Europe, and Asia to serve thousands of finance leaders across nearly one hundred countries. Learn more about our offices <a href="https://www.prophix.com/contact/" rel="noopener" target="_blank">here</a>.</p> <p>The successful candidate will have strong interpersonal skills, be mature and assured when dealing with high level customer executives. We are looking for someone who will proactively seek solutions for our customers’ various issues. The ideal candidate will have proven project management and organizational skills.</p> <p> </p> <p><span><strong>What You Will Do</strong></span></p> <ul> <li>Provide excellent service and support to ensure customers are successful, renew and grow</li> <li>Troubleshoot issues, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded</li> <li>Ensure customers are generating their intended business outcomes</li> <li>Manage the renewals process; proactively look at churn and contact customers at risk prior to renewal time and track information regarding any cancellations</li> <li>Identify opportunities to cross-sell and upsell clients on additional products</li> <li>Establish and manage new programs relating to improving the Customer Experience</li> <li>Work with other Prophix Departments to share information gathered from Customers</li> <li>Coach customers on the best practices of using Prophix, and the use and benefit of our products and services</li> <li>Inspire clients to think strategically about how our platform can support their business needs</li> <li>Collect customer stories about successes using our software</li> </ul> <p> </p> <p><span><strong>What You Will Bring</strong></span></p> <p><span>To succeed in this role, you will need a combination of experience, technology skills, personal qualities, and education.<br/><br/></span></p> <p><strong>Required Qualifications</strong></p> <ul> <li><span>A Post-Secondary Degree in Business, Accounting/Finance, Sales/Marketing, or Computer Science</span></li> <li><span>At least 2 years of SAAS industry experience</span></li> <li><span>Must possess strong business and entrepreneurial skills</span></li> <li><span>Ability to provide professional client communications, both proactively and in challenging situations</span></li> <li><span>Excellent business consulting skills, primarily in the ability to determine business pain points and the capacity to align appropriate solution recommendations</span></li> <li><span>Ability to think strategically and align client business pain points to solution options</span></li> <li><span>Strong in-person and remote presentation skills</span></li> <li><span>Strong computer skills with advanced working knowledge of Microsoft Office Suite with a strong focus on Excel</span></li> <li><span>Effective time management and organizational skills that allows candidate to effectively manage multiple customers concurrently</span></li> <li><span>Fluent in French and/or English. Knowledge of Flemish is a plus</span></li> <li><span>Comfortable working in a project environment interacting with senior level executives including CFOs, VPs and other line finance staff</span></li> <li><span>Passion for customer success with an eagerness to learn and take on new responsibilities</span></li> <li><span>Must be legally entitled to work in the country where the role is located. Must be able to travel throughout the EU, to the United States, Canada and/or internationally, and have a valid passport.</span></li> </ul> <p><span> </span></p> <p><strong>Preferred Qualifications</strong></p> <ul> <li><span>Experience in customer success management is a preferred asset</span></li> <li><span>Renewals management &amp; customer management is an asset</span></li> <li><span>Accounting/finance experience is an asset</span></li> <li><span>Experience working with Prophix software is an asset</span></li> <li><span>Knowledge &amp; prior use of CRMs, Customer Success Platforms, or other SAAS software is preferred.</span></li> </ul> <p> </p> <p><span><strong>Why join?</strong></span></p> <p><strong>A solid foundation - and a bright future</strong></p> <p>Prophix has been a pioneer in finance technology for 35 years and counting. And to further our mission and vision, we’re proud to work with our investors, Hg Capital, to grow our business and expand our market share.<br/><br/></p> <p><strong>Community, culture, and purpose</strong></p> <p>Phixers (t