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Customer Success Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

5+ years of experience in Customer Success and/or Sales, ideally within SaaS, cloud, DevOps, or IT services environments., Exceptional communication, presentation, and negotiation skills for diverse audiences., Detail-oriented with strong problem-solving abilities., Proficient in Excel, PowerPoint, and familiar with tools like Jira, Confluence, and Salesforce..

Key responsibilities:

  • Serve as the primary contact for customers, building trust and identifying sales opportunities.
  • Manage customer requests and facilitate regular meetings to ensure satisfaction.
  • Document client activities in Salesforce CRM and contribute to reporting needs.
  • Act as a liaison between customers and vendor partners, advocating for customer needs within the organization.

iTMethods Inc. logo
iTMethods Inc. Information Technology & Services SME https://www.itmethods.com/
51 - 200 Employees
See all jobs

Job description

WHO WE ARE 
iTMethods has grown to become a market leader in enabling Enterprise DevOps. Our Managed DevOps SaaS Platform enables global enterprises to securely integrate, migrate, and modernize their complex, multi-cloud, multi-vendor DevOps environments leveraging our partnerships with industry leaders like: Atlassian, CloudBees, GitHub, GitLab, Sonatype and Jenkins. iTMethods helps companies build better software, faster and more securely. 
 
We play a critical role in helping organizations capitalize on their growth opportunities by using DevOps to accelerate their pace of software innovation. We are headquartered in Toronto and offer a flexible work policy which has allowed us to grow our team remotely around the globe. We offer the excitement and agility of a start-up and the security of a profitable, well-established company serving fortune 1000 clients. 
 
Every day, we strive to deliver the leading DevOps platform for our global customers.  This is a chance to work with the best, at the best job you've ever had. We ask for your ideas, expertise, and commitment. In return, we give you access to smart people, our leading partnerships, an opportunity to further your knowledge, and the chance to build innovation for the real world.


THE OPPORTUNITY

As a Customer Success Manager you will be expected to support the following activities at iTMethods:

 
  • Be the day-to-day contact to customers and build trust and rapport while identifying areas of opportunity for increased sales. 
  • Perform activities supporting, renewing, and expanding opportunities within current clients.
  • Manage ongoing customer requests (e.g. budgetary, invoicing, growth opportunities, audit & compliance-related, etc.)
  • Facilitate regular customer meetings.
  • Own the overall customer relationship and be their advocate at iTMethods.
  • Develop deep relationships within the customer account at many levels, becoming their trusted advisor.
  • Act as liason between customer stakeholders and appropriate vendor partners.
  • Provide support for contracting activities, including drafting and managing customer proposals.
  • Document client/prospect/lead activities in Salesforce CRM.
  • Build out and manage customer QBR’s, satisfaction surveys, internal KPI’s, and metrics
  • Contribute to the regular reporting needs of the organization.
  • Contribute to process improvements, documentation and training within and between different cross-functional areas (e.g. Product, Pre-Sales, PS, Finance, Delivery, etc.).
  • Provide strategic insight and input into defining and improving platform features, capabilities and new offerings.
  • Provide guidance and expertise on how the platform/services are represented in marketing materials, on the website and externally to the market.
  • Invest in continuous learning of our products, our partner’s products, and in the field of DevOps generally. Stay abreast of industry best practices and tools in Cloud Management, Security & Governance related to our business strategy and our platform(s) capabilities as they evolve.
  • Attend Customer and Partner events as required.
  • Organize and host Customer appreciation events to drive engagement, strengthen the relationship and expand your contacts with the client. 
  • Maintain Partner Certifications as required.
  • Be flexible and open to shifting priorities and expanding/changing requirements of the business.

WHAT YOU BRING
  • 5+ years of experience in Customer Success and/or Sales, ideally within SaaS, cloud, DevOps, or IT services environments.
  • Exceptional communication, presentation, and negotiation skills, with the ability to tailor messaging for technical and non-technical audiences at all levels within an organization.
  • You are incredibly detail-oriented and accurate in your work.
  • Able to focus on the well-being of the customer and empathic to their needs and requirements. 
  • Be able to understand the customer's needs and translate this to different departments within the organization to drive solutions. 
  • You are passionate about technology and are a continuous learner.
  • You have a proven track record of sustaining and growing relationships to ensure timely renewals.
  • Excel and powerpoint wizard, with a familiarity with tools such as Jira, Confluence and Salesforce.
  • Strong problem-solving skills and the ability to understand the challenge, advise on a resolution and see it through.  
  • Ability to prioritize work, multi-task and meet deadlines.



WHAT IS IT IN FOR YOU? 
As a key part of our Customer Success team, your work will touch every part of our organization, working across departments as you collaborate with teams in sales, finance, marketing, operations/support, engineering, and professional services. You will increase your industry knowledge of our technology partners who include Atlassian, GitHub, GitLab,  Cloudbees Jenkins, Sonatype, AWS, Azure and more - learning how our services solve complex problems for our clients.  
Joining iTMethods now is a chance to get in at the ground level of a rapidly growing tech company. You will be mentored and guided by our leaders, learning the business and helping us scale. As we continue to grow and expand, opportunities with us are yours for the taking.  
This role could lead to a number of career choices. You may continue to develop your craft, taking on more responsibility and growing the department or you may choose to pursue a career in sales. We’ll work with you to map out the right career for you at iTMethods and give you the support you need to achieve your goals. 
Be part of the team that continues to develop and scale the industry’s leading Managed DevOps Platform.


WHY NOW? WHY US?  
 
We are experiencing tremendous growth as a company and this growing demand from existing and new clients to make the most of our platform puts this role in the spotlight. 
 
OUR PEOPLE EMPOWER OUR CLIENTS; WE EMPOWER THEM 
 
We are equally passionate about our clients and the people who make up our teams who serve them. Role descriptions do not constrain our teams. We empower people to be pragmatic and solve problems with the autonomy to make decisions that will drive success for our clients. 
 
We work hard to stay connected and relay our appreciation for our people. With a wellness allowance, lunch-and-learn demo opportunities, and (remote) social gatherings, this is a place that prioritizes the need for balancing career development, physical well-being, and mental health. 
 
JOIN US  
 
iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs. 
 

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Success ManagementDevOpsAtlassian ConfluenceSalesforceJIRARisk GovernanceCloud Computing

Other Skills

  • Sales
  • Communication
  • Microsoft Excel
  • Microsoft PowerPoint
  • Negotiation
  • Presentations
  • Multitasking
  • Time Management
  • Detail Oriented
  • Empathy
  • Problem Solving
Are you interested?

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