Senior Customer Success Manager

• 5000 - 6000 USD per Month
• Full Time
• Posted : one year ago

Department: Network Solutions

How you will make an impact…

We are looking for a committed individual to join our Network Solutions Customer Solutions Team. If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you! The role can be remote, anywhere on the East Coast of Canada or US time-zone.

As a Senior Customer Solutions Manager, your role is responsible for delivering the highest possible level of service to our existing and trial enterprise accounts. Through a consultative approach, you enjoy working with data and providing a variety of creative solutions. Clients will look to you for technical guidance and for advice in addressing their product usage and needs. This position will work directly with our Sales team to grow our commercial client’s portfolio.

This position is an integral part of the team and will have a direct impact on the business by providing customer product feedback and improvements to the engineering team. This role reports to VP, Customer Success.

What you will be doing...

• Communicate the full range of technical capabilities of Opensignal dashboard to commercial clients
• Work with existing clients to expand relationships and to secure renewal
• Lead key customer relationships throughout their engagement with Opensignal
• Advocate for customers with respect to internal Opensignal initiatives
• Provide email, web, chat, and phone support to Opensignal customers and partners
• Utilize Opensignal's products and tools to investigate data, product, and other issues
• Document known solutions to the internal and external knowledge base
• Submit well-documented bugs and feature requests arising from customer escalated issues
• Partner with engineering teams in prioritizing and resolving customer requests

Desired Knowledge, Skills & Abilities:

• Demonstrated aptitude to learn in a fast-paced environment
• Strong work ethic and problem-solving skills
• Exceptional sense of organization and attention to detail
• Can work independently or in a team
• Strong writing and communication skills
• Ability to plan work to meet deadlines and unexpected situations and/or requests
• Build and maintain solid business relationships with clients

Experience:

• Post-secondary education in a relevant field
• Experience in a technical support role or similar function
• Experience working in a fast-paced, entrepreneurial environment
• Experience in writing and troubleshooting SQL queries

Nice to have:

• Fluent in English, oral and written
• A second language would be an asset
• Experience working with big data
• Experience with BigQuery or another data warehouse

At this time, the company will not sponsor a new applicant for employment sponsorship for this position.

About Us:

Opensignal is the leading global provider of independent insight and data into network experience and market performance. Our user-centric approach allows communication providers to constantly improve their network and maximise commercial performance. Leading analysts, investors and financial institutions place a high value on our independent analysis and we are regular contributors to their reports.

Real network experience is our focus and ultimately that’s what influences customer choice. Our mission is to advance connectivity for all and here at Opensignal, the team is leading the industry in enabling operators to link their network experience and market performance in a way that has never before been possible.

With offices in London, Boston and Victoria, British Columbia, we are truly global, with employees working across four continents and representing over 25 nationalities. We are an equal opportunity employer dedicated to building an inclusive and diverse workforce.

Benefits:

We believe we are stronger when we not only celebrate our many differences, values, and voices but include them in everyday practice. Having a diverse and inclusive culture is essential, which is why we offer a flexible approach to work-life balance, operating in a remote-hybrid way. We’ll help you get set up with the essentials you need to work from home or the office. We also offer an attractive range of additional benefits, including:

• Competitive compensation packages including a long-term equity program.
• Comprehensive group benefits package and company sponsored retirement savings plan (details depend on your country of work).
• Professional development opportunities: education reimbursement, learning allowance, company-sponsored workshops, and more!
• Generous holiday allowance, sick leave, parental leave, flexibility including Flex Fridays, and the opportunity to work from abroad.
• Charity matching and time off for community volunteering and DE&I program/committees.
• Regular virtual and in-person events and socials.

Skills

• Analytical Skills
• Communication
• Customer Relationship Management (CRM)
• Customer Success
• English