Sightline Process Control Hiring for Customer Success Manager at Kanata, ON Full Time

Summary about the position

Sightline’s Customer Success Manager is essential to our business because they will boost the relationship between Sightline and its customers. The customer success manager must serve their time in dual teams – sales and support. They should be well versed on the technical side of projects and can offer tips on how to use features or trouble shoot. It is essential that they know how to balance their projects out and assign the specific work to the right individuals in the team. This position reports to the General Manager

Duties and Responsibilities:

Department Management:

• Provide direction and leadership to the customer success team (4-8 employees)

• Establish clear goals and milestones for employees to work toward

• Schedule and manage workforce while adhering to budgetary restrictions

• Provide annual review of staff

• Establish effective work practices and policies in line with company objectives

• Maintain and update the case management system to track and resolve support requests, communicate performance reports and activity summaries to the General Manager

• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

• Serve as primary point of escalation when customer issues arise, troubleshooting and ensuring a quick resolution

• Coordinate ongoing project management with our customers, and the rest of the customer project team

• Help establish a scalable customer success process

Customer Support:

• Develop Healthy Customer Relationships

• Enhance and develop Customer Training

• Evaluate and Analyze Customer Needs

• Build Trust and Transparency with Clients

• Act as a Customer Advocate

• Assist customers as needed with setting up and navigating programs or software associated with a product or service

• Coordinate with Tier 2 support Team to resolve challenging support requests

• Travel 25% – providing training to customers and KPM employees/partners

Work Environment:

Employee will be working in a manufacturing office environment. Employees tasks will require repetitive use of computers and analytical equipment.

Employee tasks may require extended periods of sitting, standing, walking and walking up and down stairs.

Typical customer site activities will be in food processing plants, where personal protective equipment (PPE) may be required while on-site. While performing customer on-site visits, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate computers and analytical equipment.

The work environment characteristics described here are representative of those an employee encounters with performing the essential functions of this job.

Education and Experience:

Formal education in Engineering, or another similar technical field

• 5 + years’ experience in a customer support role

• 2 + years’ experience in a management role

• Experience in a manufacturing environment is an asset

• Experience dealing with customers, preferable in situations dealing with customized technical products

• Excellent communication and presentation skills required

• Strong general computer skills

• Excellent interpersonal skills; comfortable interfacing with customers, salespeople, and coworkers

• Excellent organizational and planning skills

• Ability to travel domestically and internationally to customer sites

Expected start date: 2021-11-01

Job Types: Full-time, Permanent

Salary: $80,000.00-$95,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

COVID-19 considerations:
Yes. All employees have their own workspace. We follow all covid cleaning protcols, wear masks when appropriate and are all fully vaccinated.

Education:

• Bachelor’s Degree (required)

Experience:

• customer support: 5 years (required)

Work remotely:

• No