SoftExpert, a market leader in software for enterprise-wide business excellence in performance and compliance, with over 2000 customers and over 300,000 users, is expanding operations and seeking an experienced customer-driven professional to support Canadian customers to improve their overall experience with SoftExpert’s solutions and reach the next level. This position will work closely with SoftExpert’s CEO and other key team members.  

The Company
SoftExpert is a privately held company addressing the challenges of managing business excellence and corporate governance initiatives. SoftExpert provides the most comprehensive application suite to empower organizations to increase business performance at all levels and to maximize industry-mandated compliance.

Job Duties
The Customer Success Manager will play a fundamental role in achieving customer continued satisfaction and consequent customer retention. This person must be comfortable dealing with customers’ requests, working with people within the company from all areas in order to provide responses to such requests, generating continued interest from the customer to keep growing the solution usage and empowering the customers with integrated features that will enable their managerial improvement while increasing efficiency. 

Main Activities
Help to onboard new customers, help them set up their workflows.
Understand and align with customer’s needs to help them achieve their goals.
Advice customers on best practices & KPIs for businesses of their size.
Host regular online sessions with customers to align with their needs, discuss ongoing projects and tasks, and identify areas of opportunity.
Understand client risks and recommend solutions.
Sponsor customer needs to the product team for future updates.
Facilitate and intermediate communications with the internal team to fully comply and deliver customer’s requests, including reports and action plans.
Coordinate the response to customer’s needs, monitor and keep track and records of all requests. 

Skills and Experience
Proven work experience as a Customer Success Manager or similar role.
Experience working with brand image and promoting value through customer experience.
Technical skills are required as they relate to the use of the product or service.
Over 3 years of customer-facing/customer success role in a B2B or Consulting company.
Must be articulate, organized, detail-oriented, and have the ability to multi-task in a dynamic, fast-changing work environment.
Self-driven and proactive nature.
Knowledge of customer success processes.
Patient and active listener.
Possess an energetic, outgoing, and friendly demeanor.
Self-motivated and self-directed.
Able to multitask, prioritize, and manage time efficiently.
Ability to work independently or as an active member of a team.
Able to make onsite visits to customers. 

SoftExpert is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Location
Orlando, FL or Home-Based/Remote anywhere in the US Eastern or Central time zones

Position Type
Full-time position