Customer Success Manager

Description

Join our dynamic Customer Success Team as a Customer Success Manager, where you'll play a pivotal role in shaping and executing our end customer strategy. In this role, you’ll work closely with the Vice President of Customer Success, and collaborate with cross-functional teams to identify opportunities, build relationships with high-opportunity end customers, and drive incremental revenue.

As Customer Success Manager you will be responsible for engaging with new and existing end customers in the Global 5,000 and Fortune 1,000, to understand their roles, organizations, environments, and pain points. By developing relationships with key decision-makers at these companies, you will identify opportunities to deliver value and ‘make it easy’ for them, not just through StarTech.com’s products and solutions, but also the services and capabilities StarTech.com makes available to them, beyond the product.

What you will be responsible for:

Customer Relationship Building:

• Build and nurture relationships with IT professionals at high-opportunity end customers.
• Regularly engage with target personas to gain insights, resolve issues, and deepen customer loyalty.

Value Proposition Development:

• Identify and realize new value propositions to augment customer loyalty.
• Develop and execute a strategic business plan aimed at developing end customers to their full potential and integrating cross-functional capabilities for revenue growth.

Data-Driven Engagement:

• Systematically capture pertinent data on customer preferences for tailored engagement and content strategies.
• Utilize data to enhance the customer experience and guide product development pipelines.

Cross-Functional Collaboration:

• Facilitate seamless collaboration with internal stakeholders from various departments.
• Set the rhythm for collaboration to ensure alignment and effective execution of shared mission.

Essential Qualifications:

• Minimum 3 years in IT channel business development and One Team leadership mindset.
• Proven track record in analytics, problem-solving, and collaboration across a multi-tier value chain.
• Customer-focused with expertise in building relationships with IT decision-makers in large organizations.
• Ability to translate customer needs into business results and growth.
• Experience in crafting cross-functional business plans for achieving company objectives.
• Commitment to exceptional customer experiences through the company's business model.
• Analytical skills for assessing market trends, customer needs, and competitive landscapes.
• Excellent verbal and written communication skills for building relationships with clients and internal stakeholders.
• Expertise in designing and implementing customer success strategies for loyalty and growth.
• Above-average technical knowledge to guide customers and collaborate with product development teams.
• Ability to manage multiple projects, set priorities, and ensure timely delivery of initiatives.
• Proficiency in defining and tracking key performance indicators (KPIs) using comprehensive reports and dashboards.
• Curiosity, adaptability to change, and resilience in a fast-paced environment.
• Understanding of financial concepts, profit margins, revenue forecasting, and budget management.
• Proficiency in utilizing CRM tools for managing customer interactions and identifying growth opportunities.

Preferred Qualifications:

• Experience with connectivity hardware.

Benefits & Perks:

• Comprehensive Benefit Plan and Retirement Saving Matching
• Competitive Vacation Policy
• Fitness Subsidy
• Training and Development Program
• Paid Charity Day and Regular Company Fun Events
• Casual Dress Code – Jeans are allowed!
• StarTech.com Product Discount
• Bonus Plan

About us

We are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our team.

Born and raised in London, Ontario, Canada and now taking on the world, we are a vibrant and growing tech company with a proven track-record of success. StarTech.com makes it easy for IT professionals around the globe to identify, find, get and use the hard-to-find connectivity parts they need to enable and enhance their technology solutions.

Operating in 26 countries globally, we are proud to be included as one of Canada's Best Managed Companies for 2023 and for the 13th consecutive year. In 2022, StarTech.com was proud to be included in Financial Post's FP500, a ranking of Canada's largest corporations based on revenue. We are honoured to be named by Kincentric in 2019 as one of Canada’s “Best Employers” as well as “one of Canada’s fastest growing companies” for a ninth year in a row by “Profit 500”.

StarTech.com is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, StarTech.com will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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