The Value Builder System Hiring for Customer Relationship Manager at Toronto, ON Full Time

At The Value Builder System™, our goal is to change the world for the better. Today, small business owners work their entire lives only to earn pennies on the dollar when they sell their business. Our mission is to make a positive difference for one million small business owners by the year 2030.

What You’ll Do: (Job Description)

Your mandate is to focus on maximizing customer usage and minimizing their churn risk.

Accountable for 200-250 advisor billing accounts.

Proactively monitoring and engaging with each of your assigned advisors at least once per quarter.

Map out a plan to increase customer engagement and product usage by working with your peers and customers.

Act as our customer advocate, passing along customer feedback and recommendations for product and training improvements and nominating advisors for webinars and promotional content, which will further our corporate goals for growth.

You will do this by: (The Day-to-Day Job)

Running and analyzing salesforce reports to assess the health of your account portfolio daily.

Consistently segmenting your advisors based on their usage and designing tactics to increase it.

Engaging in 1:1 meetings with each customer account every 90 days focused on highlighting a new tool, tactic or case study – not just “touching base”.

Identifying advisors in need of extra help and persuading them to take action; such as enrolling in training, executing on marketing campaigns, or seeking new centers of influence to drive business. They may also recommend that the advisor works with a Value Builder Consultant to improve their metrics.

If introducing the advisor to a Value Builder Consultant, the Customer Relationship Manager is responsible for persuading the advisor to work with the Consultant and to ensure that the advisor attends the introduction meeting.

Marshaling internal resources to satisfy customer requests and take action on feedback.

Working with advisors to collect their annual NPS results and ensuring subscription renewal.

Ensuring customer accounts are in good financial standing and in compliance with our terms and conditions.

Responding to customer inquiries via phone, email, and support tickets.

Is This You? (What We’re Looking For)

You know your customers. You like being around people and engage others easily in conversation. You never hesitate to pick up the phone or to understand the problem thoroughly. As a result, your clients trust your guidance and buy into your recommendations.

You’re gritty. You’ve got the drive and discipline to do the work. You’re not expecting a clock-in-clock-out job.

You love a good process. There’s a saying that success is 1% idea and 99% execution, and that’s true for this role. This is a “doing” job, and you are detail-oriented and can establish a process to contribute to your success. You know how to establish a goal and map out the steps necessary to achieve the results.

You like to win. Your competitive drive ensures that you’re motivated by obstacles, not crushed by them. You find the solutions and resources to lead your clients to their “win” along with your success.

You’ve got empathy. You want to listen. Not just sell more, but achieve something that solves a problem or addresses an issue successfully. You care about your customers’ outcomes, not just your bonus.

Experience and Requirements

Experience in a customer success or customer service role

Have worked closely with C level management individuals

Software proficiency (Experience with Salesforce is a plus)

Experience in a sales role (for persuasion skills and confidence)

Do You Believe What We Believe? (Our Values)

We believe in having a growth mindset, tackling challenges with our glass three-quarters-full attitude.

We believe in doing the important things first.

We believe in being professional. We own up to mistakes. We’re allergic to people who make excuses.

We believe that opinions are cheap. We’re metrics people. Data is the raw material of true insight.

Why You’ll Love It Here (5 Reasons to Join)

Play a Role in Doing Right: you’ll be able to look back on your career and know that you played a part in righting a wrong in a world today by helping level the playing field for owners as they approach their exit.

Get in early. The Value Builder System™ is growing 20-30% per year. A rising tide lifts all boats, and you will be joining a dynamic, growing company and your career growth will accelerate much faster than if you chose to work for a larger, more established business where your career growth is limited to tiny steps on a well-worn career path.

Learn. One of our four values is to embrace a growth mindset, which is all about taking risks, learning and growing. Learning is not only encouraged; it’s hard-wired into our culture. Join a big company and your learning curve will be gradual, join The Value Builder System™ and the curve steepens considerably. At The Value Builder System™, you’ll be encouraged to take risks and try new things rather than petition management for permission to act.

Be Safe. When you work for a big company, you’re a number on a spreadsheet, and when that company changes strategy, hundreds of employees can be let go regardless of their performance. The Value Builder System™ is a meritocracy where high performance is your ultimate job security. You’ll never be let go by some arbitrary decision behind a boardroom door. As a high performer in the jet stream of the company’s revenue growth, at The Value Builder System™, you are in control of your destiny.

Be part of something special. Company founder John Warrillow wrote Built to Sell: Creating. Business That Can Thrive Without You, which was named by Fortune Magazines one of the ten best books for business owners in the year. The book inspired a podcast which has been downloaded more than 500,000 times and ranked by Forbesas one of the top 10 podcasts for business owners in the world.

Our Offices: We are a Toronto-based remote company. Your role is expected to be performed from a remote “work from home” setting however travel for important meetings and/or events will be required from time to time.