emPerform Customer Success Manager

High performing team members. Challenging projects. A stable and profitable company. And a great place to work! This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a publicly traded, global Microsoft partner specializing in Microsoft platform and complementary technologies, custom solutions, and offerings that drive digital transformation and business value for enterprise customers. Our team of professionals has a long history of successfully delivering award-winning Microsoft solutions, and our culture of continual learning ensures that we remain committed to Microsoft’s long-term strategy. Quisitive was recently named the 2023 Microsoft US Health and Life Sciences AND Solution Assessments Partner of the Year.

What do we attribute our award-winning success to? The people we hire, of course! People don’t join the Quisitive team for a job. They come to Quisitive to build a career – to continue their infinite quest to learn; to deliver on the most innovative and exciting work of their lives; and to be part of a high-performing and fun culture. We’ll provide you the tools and leadership that you need to be successful, and let you do what you do best!

It is a very exciting time of growth for our Customer Excellence team, and we are currently hiring a Customer Success Manager to provide support for our award-winning employee performance management solution, emPerform.  This is a hybrid role, ideally located in Ottawa.

 

What will I be doing? 

We are seeking a highly energetic and self-motivated Customer Success Manager to join our growing team. As the Customer Success Manager, you will be a key member of the implementation & support team and responsible for ensuring that the customer experience is done right for our award-winning employee performance management solution, emPerform. This is a full-time position reporting to the emPerform Senior Support & Implementation Specialist.

Key Responsibilities:

• Get to know our software inside and out to ensure our customers are getting the most value out of utilizing emPerform
• Develop a trusting relationship with customers. Respond to and resolve inbound customer requests through phone calls, web meetings and screen share protocols.
• Ensure all customer requests are accurately tracked in CRM and responded to / resolved within Service Level Agreements.
• Be the main point of contact for customer post implementation to ensure the proper triaging of customer requests and engagements.
• Resolve issues where possible, otherwise provide the relevant information/analysis to reproduce the issue prior to escalation to Product Development.
• Ensure that all incidents owned are followed through to resolution whilst keeping all stakeholders fully informed on progress.
• Manage the customer portfolio to ensure we are in regular communication with customers to ensure their needs are being addressed and to maintain an open line of communication between emPerform and the customer.
• Identify where existing customers are underutilizing emPerform functionality and establish a plan to resolve functionality utilization gaps.
• Flexible and open to work across teams to ensure priority projects are completed in a timely manner.
• Actively involved in the preparation, conception, realization and Go-Live of customer implementations and support projects.
• Act as the voice of our customers, advocate for their needs and collaborate with Product Management to shape the product roadmap.
• Assist in testing defect resolution and post-deployment of new functionality.
• Contribute to the Customer Knowledge Base by updating and creating articles to enhance and facilitate self-service support for our Customers.
• Assist with the creation of client training material (guides and videos) and product training sessions as needed.
• Manage and proactively address renewal agreements for existing clients.
• Continually identify and propose ideas and processes to improve the customer relationship experience.

Requirements:

• University degree or College Diploma; preferably in Business or Human Resources
• Strong business process and analytical skills are essential
• 1-2 years of customer-service experience; preferably in software or business support

 

About emPerform

emPerform is an award-winning employee performance management software solution. This all-in-one suite includes robust functionality to simplify and automate core talent management processes, including: performance appraisals, compensation management, 360° multi-rater feedback, succession planning and reporting. emPerform is easy-to-use, hig