Customer Success Manager

Proaction Technologies is looking for a Customer Success Manager who will ensure the follow-up and adoption of our UTrakk customer accounts.
You can advance your career in a fast-paced environment by working with us to build the UTrakk application, an essential tool for our customers: http://www.utrakk.com.
This is a key role in supporting our international expansion.
Your main responsibilities will be :
Account management :

• Develop and maintain strong relationships with clients to understand their needs, objectives, and challenges
• Serve as the primary point of contact for assigned clients, ensuring timely and effective communication and resolution of issues
• Conduct regular check-ins with clients to assess satisfaction, gather feedback, and identify opportunities for upselling or cross-selling
• Perform planned account reviews (KBI, SLA, contract, payments...)
• Analyze client usage data and performance metrics to track progress, identify trends, and make data-driven recommendations for improvement. Work closely with internal teams to find solutions
• Compile and present Customer Success results monthly
• Support / Training / coaching :
• Provide training and support to clients to maximize their utilization and adoption of our product or service
• Help clients activate new modules and modify configuration
• Upskilling the internal team's knowledge of UTrakk through training and coaching

Sales :

• Renew annual contracts
• Identify and sell more work (new modules, training, coching...)
• Collaborate with sales and marketing teams to support client retention and expansion efforts, including participating in renewal discussions and upsell opportunities.
• Identify potential future sites, departments to deploy Utrakk
• Stay up-to-date on industry trends, best practices, and competitor offerings to continually enhance the value proposition for clients

Utrakk projects :

• Occasionnaly called to support Utrakk implementation projects

It is essential that you have :

• 3 to 5 years experience as a CSM in a Saas environment
• A University degree in business or technology or relevant field
• Strong communication skills in English, both orally and in writing. Ability to communicate in Spanish is an asset
• Flexibility for occasional travel to customers in North America (up to 20% travelling time)

You'll succeed in this position if you are:

• Passionate about technology with strong change management skills
• Motivated by a constantly evolving environment
• Skilled and comfortable in establishing and maintaining relationships with customer-users from different hierarchical levels
• Experienced with the operations management environment of the manufacturing and distribution sector, an asset
• Able to identify business opportunities and contribute to customer development
• Eager to work in a multidisciplinary team with a strong capacity to follow up on several projects in parallel

Join the UTrakk team to work in a stimulating environment where projects and challenges reflect the creativity and determination of a mobilized and motivated team.
In this document, the masculine gender is used generically, for the sole purpose of keeping the text simple.
Proaction Technologies is a subsidiary of Proaction International, whose goal is to improve managers' performance with its UTrakk web and mobile technology solution. Our UTrakk solution is dedicated to managing day-to-day operations, making managers more effective at their tasks and stimulating them to adopt high-performance management behaviors.
At Proaction International, as a leading performance management and consulting firm, our goal is to improve the performance of individuals and organizations. Resolutely human, with a unique, proven approach focused on changing management behaviors, our philosophy has been tried and tested since 2004 with several hundred companies and several thousand individuals. We have analyzed over 800 companies and have logged over 1.1 million hours of consulting. Thanks to the success of our team of over 140 consultant-experts, we have successfully completed improvement projects in Canada, the United States, France and several other European countries, achieving annual growth of 25%. As our customers regularly testify, we have passionate, inspiring people who deserve to be discovered.
Join our team: http://www.proactioninternational.com/carrieres/