Customer Success Manager – Downtown Vancouver

Customer Success Manager Downtown Vancouver

About Lambda Solutions

Lambda Solutions is an eLearning company, focused on helping people accelerate learning performance. Our technology, training, and services support over one million learners in all sectors, including education, healthcare, government, manufacturing, retail, and technology. Lambda Solutions is based in Vancouver, Canada, with offices in the United States and Serbia.

Why work for Lambda? We are a team of smart, curious, and boundary-pushing individuals who love to solve problems. We like bad puns, Star Wars, beer on Fridays, and lots of cheesecake. Our Vancouver office is conveniently located in Gastown close to both Skytrain lines, with beautiful hardwood floors, brick walls, and a skylight where the office dogs like to bathe in the sun. We think you’ll have fun (and learn a ton!) working with us.

Overview

Our Customer Success Team is responsible for the success, advocacy and retention of our customers. We are looking to add a strategic individual who can be a trusted advisor and an advocate of the customer relationship with the need to help customers accomplish their eLearning strategy goals. As Customer Success Manager, you play a critical role in our day to day business. You will own identifying and understanding our customer’s needs and objectives and offering solutions to help solve their problems and maximize their investment in Lambda’s platforms.

As the customer advocate, you will have experience with technology and love learning new things.

Key Responsibilities:

  • Renewing accounts in a timely manner
  • Managing a portfolio of existing customer accounts
  • Looking for upsell opportunities
  • Monitoring personnel movement within your portfolio to ensure that we train all new employees
  • Providing loyalty check-ins
  • Maintaining customer advocacy
  • Develop a trusted and proactive advisor relationship with customers such that all activities are closely aligned with the customer’s business case and business strategy, allowing them to recognize the full value of working with Lambda and drive the continued value of Lambda’s products and services
  • Identifying optimization points where Lambda can drive additional value as well as identifying and pursuing organic growth opportunities within existing clients.
  • Provide expertise on the Lambda’s solutions and highlight key features and functionality allowing the customer to execute their objectives
  • Utilize sales skills proficiently to optimize sales closures and minimize sales cycles
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
  • Maintain knowledge of current products and pricing appropriate to closing sales


Desired Skills & Experience:

  • 2+ years of customer service experience (preferably in a similar role at a SaaS company)
  • Excellent command of the English language
  • Exceptional organization skills
  • Outgoing personality
  • Ability to quickly grow within our evolving company
  • Salesforce/Desk.com (or any helpdesk) experience considered an asset

If this sounds like the right challenge for you, please email a detailed resume to hr@lambdasolutions.net and include the job title in the subject line of your email. Only local candidates who are eligible to accept employment in Vancouver will be considered. No phone calls please.

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