Customer Success Leader - WBM Technologies

About the Role

As one of the fastest-growing Managed IT Services companies in Western Canada, WBM Technologies specializes in providing transformational technology solutions and IT support infrastructure for organizations of all shapes and sizes. Working at WBM is often described as fast-paced, exciting, and personally rewarding. We are a fun-loving team that prides ourselves on the deep relationships we continue to build and the close ties to communities that contribute to our success.

We continually strive to develop a best-in-class experience for our client community and are looking for a talented Customer Success Leader that can support the growth of both our Data & Security Managed Services customer base and the team itself.

About the Customer Success Leader Role:

We are on the hunt for a talented sales and customer-obsessed leader to join our Data & Security team. You are an ideal candidate if you have experience and a passion for leading a team that is best-in-class at creating client value through the development and execution of programs You are comfortable in leveraging campaigns and initiatives to inspire your team and drive your customer community forward. In addition to this, you have a genuine curiosity that drives you to understand our complex product offerings, our clients, and our engagement model.

As the Customer Success Leader, you will play a critical role in ensuring the success and satisfaction of our clients. You will lead a team of Digital Advisory Strategists, driving customer engagement, retention, and growth. Your primary responsibility will be to develop and implement strategies that move our customer community forward, strengthen relationships, and grow the Data & Security practice.

This role will be a hybrid role, with the ideal candidate being located in Saskatoon, Regina or Calgary, though other locations in Western Canada will be considered for the right candidate.

Responsibilities:

• Lead and mentor a team of Digital Advisory Strategists, providing guidance and support in their day-to-day activities.

• Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and revenue growth.

• Collaborate with cross-functional teams, including Account Management, Support Services and Project Delivery Teams, to ensure seamless customer onboarding, implementation, and ongoing support.

• Build strong relationships with key stakeholders within client organizations, understanding their business needs, and aligning our services to meet those needs.

• Build, manage and evolve programs to conduct regular business reviews with clients to assess their satisfaction, identify opportunities for improvement, and present solutions.

• Drive customer adoption and utilization of our services, providing training and resources as needed.

• Act as a trusted advisor to clients, offering expert guidance on IT infrastructure, security, and technology best practices.

• Stay up-to-date with industry trends and emerging technologies to provide proactive recommendations and value-added solutions to clients.

• Monitor and analyze customer success metrics, such as churn rates, customer satisfaction scores, and revenue expansion, to identify trends and drive continuous improvement.

• Champion the voice of the customer within the organization, advocating for their needs and influencing product and service enhancements.

• Create and execute an annual strategic plan that will allow you and your team to achieve short and long-term objectives

Qualifications:

• Proven experience in leading a customer success or account management team

• Strong leadership skills with the ability to inspire and motivate a team.

• Customer-centric mindset with a passion for delivering exceptional service.

• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.

• Demonstrated ability to drive customer satisfaction, retention, and revenue growth.

• Strategic thinker with the ability to identify opportunities, solve problems, and drive results.

• Exceptional organizational and time management skills, with the ability to handle multiple priorities in a fast-paced environment.

• .Solid understanding of IT infrastructure, managed services, and cloud technologies preferred, but not required.

Additional Details:

WBM will offer you a competitive income and benefits package with opportunities for career growth and advancement. At WBM, we understand that the benefits we provide must go beyond caring for your health they must also provide for your financial well-being. That’s why in addition to medical, dental, and disability coverage, we also provide you with an attractive group RRSP.  WBM is committed to meaningful community engagement across Western Canada.  As a member of our team, you will have opportunities to get involved and contribute to our community work, which is some of the work we are most proud of!

Only applicants selected for an interview will be contacted. We sincerely thank all applicants for their interest in WBM.

Connect with us on Facebook @wbmtech, on Twitter @wbmtech, and on LinkedIn @wbmtech.

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