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Strategyzer is seeking a full-time Client Experience Manager to join our small but growing global sales team. This role will be responsible for driving the success of our clients through on-boarding, management of project implementation, and client account management. Get in touch if this role seems like a fit for you.
Client Experience Manager
We offer a full-time position in our small, but growing global Sales & Client Experience team. We are looking for a dynamic, passionate, highly organised, and professional individual with experience to drive the success of our clients through successful on-boarding, management of project implementation, and proactive client account management.
The successful candidate will be responsible for the after-sales procurement and implementation of a number of our enterprise client projects - and related projects. You are able to work independently, drive your own projects, and have excellent communication skills in English.
At least a BA/BS degree
3-5 years of experience as an Account Manager, Client Experience Associate, or Project Manager for enterprise clients (experience with exec-level key contacts and clients with 10,000+ employees)
Experience managing multiple enterprise clients and projects and ability to anticipate customer needs and quickly resolve issues
Demonstrated ability to work in a fast-paced environment with multiple stakeholders, working with sales, product, content teams and external partners
Demonstrated ability to build strong internal and external relationships
Experience with a CRM tool – we use PipeDrive
What you bring
You are extremely organised, enjoy problem-solving, resolving roadblocks and proactively managing client accounts.
You are a self-starter and have the ability to work independently, remotely, on multiple projects
Unless you live near one of our main offices (Toronto, CA, or Zürich, Switzerland) you will work remotely with us
You thrive in a multi-tasking environment and can adjust priorities on-the- fly
You have a commitment to quality, excellent verbal and written communications skills and ability to hold conversations with executive level contacts.
Open to opportunities (but not obligations) to travel globally to retreats and events and excited to be a part of a passionate and energetic team!
Key Role & Responsibilities
On-boarding Experience Management
Work together with Sales team during new client hand-off, and support and handle aspects of new contract creation and procurement work
Own overall relationship with assigned clients
Provide exceptional customer service and relationship management
responsibilities to primarily large enterprise key clients
Manager customer on-boarding/deployment of projects in a timely manner. Monitor and ensure all phases of project implementation are executed to the client’s satisfaction
Hold client accountable to project timelines and communicate tactfully and punctually with client when timelines are missed
Communicate effectively with internal teams to ensure project timelines are met
- Ensure resource availability and allocation for all projects
Develop long-term relationships with your portfolio of assigned clients
Operate as the lead point of contact for any and all matters specific to your clients
Measure client feelings and experience throughout the life of the client (NPS)
Communicate progress of projects to internal stakeholders/teams
Identify potential and drive customer renewals or up-sales back to the sales team
Advocate customer needs/issues to the Strategyzer team internally, provide feedback to our Product and Customer Development teams
Conduct interviews with current clients on project completion
Create and maintain comprehensive project documentation
Who Are We?
We published Business Model Generation and Value Proposition Design, two visual books that broke the mold for business books and sold over 1.5 Million copies in 30+ languages. We built a top 10 charting iPad app (Business category), a world tour of training workshops, an industry leading conference, a huge online community, multiple conceptual tools used by millions, an online course for the masses, a facilitated online course for big companies, and a web-app that is loaded with potential to be our best product yet.
We focus on helping our customers figure out “what’s next?” in their business strategy, through better tools and training on how to use them. We focus on helping our team do what they love towards that customer goal, and get better at doing what they love. Our ideal future is one in where our customers and team members both do the best work of their career and thoroughly enjoy doing it!