Vision Critical Customer Success Manager in Vancouver, British Columbia

About Us

Vision Critical provides a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. Designed for today’s always-on, social and mobile savvy customer, Vision Critical’s technology helps large, customer-centric enterprises discover what their customers want so they can deliver what they need. Unlike traditional customer research, which is slow, expensive and gathers dust on a shelf, Vision Critical’s customer intelligence platform replaces static data and cumbersome reports with real-time actionable customer intelligence that companies need to build better products, deliver better services and achieve better business outcomes.

Hundreds of high-performance organizations use Vision Critical’s technology, including Adobe and Discovery Networks. Vision Critical has been named as one of the top five SaaS companies and one of the top ten software companies in Canada by Branham300, in addition to being amongst Deloitte’s Technology Fast 50, BC’s Top Employers and Canada’s Top Employers for Young People. Join our team!

Customer Success Manager

In this role, you champion the power of our platform to help organizations build better products, deliver better services and achieve better outcomes. You are the day-to-day contact for our customers and are responsible for setting them up to effectively use our platform, educating them on the best practices of engaging with their customers and supporting their ongoing needs in gathering customer intelligence. Beyond the day-to-day, you will be supporting our clients by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty).

With this posting, we have a unique need for stronger research skills. Sometimes you will be helping clients by listening to their business issues, developing questionnaires and other activities, and delivering reports.

Job Responsibilities

  • Act as primary point of contact for client relationships

  • Provide superior service and support to ensure customer renewals

  • Troubleshoot issues, escalate where needed, and follow-up promptly to ensure client expectations are exceeded

  • Be the leading advocate for our products and services within the client organization

  • Understand their organization and how our product and services can support them

  • Educate and support customers on best practices, and the use and benefit of our products and services

  • Inspire clients to think strategically about how our platform can support their business needs

  • Identify opportunities to cross-sell and upsell clients on additional products

  • Keep track of the money

  • Maintain and monitor financial elements of the relationship (payment schedules, contract renewal dates, etc.)

  • Project Management and/or Research Management

  • Develop and manage project or research plans

  • Program and deploy insight activities

  • Develop insights activities and support in the analysis and reporting

  • Be the leading customer advocate within Vision Critical

Desired Skills and Experiences

This job needs the right mix of skills, are you who we are looking for?

Are you a client whisperer, able to support and guide our customers to be successful in using our products? Are you an effective project manager, able to keep track of the details? Are you a social sharer, posting (or even micro-blogging) to your favorite social network about the latest shows, games, or even advertisements? Here are some of the specifics we want:

  • Post-secondary educational degree

  • Good understanding of marketing research and related principles

  • Minimum 5+ years of project and client management experience required

  • Excellent time management, organizational, problem solving, analytical skills

  • Attention to detail

  • Excellent written and verbal communication

  • Professional (even dynamic) presence, presentation and public speaking skills

  • Strong aptitude for technology and ability/desire to learn new software

  • Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information

  • Ability to work in a team environment as well as independently

Ready to join our team?

If this sounds like the perfect opportunity for you we invite you to apply online now.

Please note that due to the high volume of applications received only short-listed candidates will be contacted. We thank you for your interest in Vision Critical and encourage you to constantly check our website for a list of all current opportunities.

Vision Critical is an equal opportunity employer

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