Maru is Looking for Customer Success Manager Full Time

About the Role:

Do you enjoy building strong relationships and learning new software? We’re seeking a results-oriented team player to manage multiple key accounts and client activities using our proprietary cloud-based research platform Maru/Hub. You will gain a thorough understanding of the options and uses of our platform to oversee and assist clients at all stages of their relationship with Maru. Regular client meetings, account reviews, and presentations will be common and building long lasting productive relationships with client teams is key to success in this role.

You will be joining a stellar team of tech-savvy professionals well-positioned for growth in the industry. We’re looking for someone with a positive attitude who wants to contribute meaningfully to a growing area of our business. The right person for this role will have a strong client service orientation, great organizational and communication skills, be a team player, and thrive in a fast-paced environment. You will effectively manage multiple client accounts simultaneously and interact closely with different internal departments to ensure the success of each client. You will also be asked to contribute to department initiatives focusing on scalability, process refinement, and product enhancement to further our world-class service and software.

This is a hybrid position.

Responsibilities:

• Client account management: main account contact, form and maintain strong client relationships, lead client presentations, responsible for financial inputs and tracking of key success metrics to drive usage, adoption, and growth
• Demonstrating the path to value for clients, increasing renewal and decreasing churn among accounts, proactively addressing issues before they come up, and suggesting new and innovative ways to help clients succeed
• Utilizing strong communication skills and adept at adjusting tone, message, and medium to every scenario and working through difficult conversations to achieve positive outcomes
• Implementation and management of new client setup including kick off and onboarding, hosting training sessions, and working with various Maru departments and stakeholder groups
• Thorough understanding of Maru’s proprietary software and how configurations and elements apply to meet client needs
• Demonstrate creativity, problem solving, time management and excellent organization skills in managing several accounts simultaneously at various stages
• Managing client feedback and advocating on behalf of clients internally
• Administrative responsibilities including awareness of client contract details, financial requirements, timing, and reconciliation along with reporting to senior leadership as needed

Requirements:

• Bachelor’s degree or equivalent
• Minimum 2-3 years’ customer facing experience in account management or Customer Success experience required
• Positive attitude and interest in helping clients succeed
• Superior organization skills and demonstrated ability to manage multiple tasks and client needs at any one time
• Strong technical background with the ability to adopt new tools and report on metrics
• Proficiency with MS Office applications
• Excellent written and verbal communication skills
• Strong presentation skills and experience presenting to Executive leadership
• Revenue and retention focused with the ability to maximize opportunities for growth
• Ability to problem-solve with expertise in troubleshooting and creating solutions
• Knowledge of market research software and industry principles is an asset

A few more reasons why you should choose Maru:

• Summer Hours
• Join a high-performing team that offers a competitive salary. We are committed to equitable and fair pay practices. Our compensation package includes:
• Competitive base salary
• Best in class health benefits plan, including health, dental, paramedical and wellness services
• RRSP plan with employer match
• Vacation days, summer hours, Maru Cares community support days, floater day, wellness programs and more
• Professional development as well as a flexible team environment that recognizes and rewards individual achievements
• Working in a great, fun culture focused on collaboration, learning, hard work and great people.

We invite you to apply online now!

Our commitment to Diversity, Inclusivity and Belonging

As a company, we are committed to the principles of equity, diversity, accessibility and inclusion. At Maru, we value the contributions of all colleagues. We engage in ongoing efforts to foster a sense of welcome and belonging. We do not tolerate discrimination in any form, as all colleagues have a right to a work environment that is respectful and inclusive. We believe diverse identities and diversity of experience, outlook, and culture drives innovation which is core to how we build our teams, cultivate our leaders and create an inclusive company.

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

Please note that our colleagues are working remotely for the time being as the health & safety of our employees and their families is extremely important to us. All interviews will be via video.