Blackline Safety is hiring a Client Success Manager to join our growing team, based in Calgary, Alberta. Reporting to the Manager, Client Success, the Client Success Manager plays a key role in driving client goals, retention efforts of our key clients, and the efficiency of our renewals and account management process. This role will directly will be responsible for the retention of the customer base within your assigned book of business and will work directly with some of largest customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline products and services.
Who are you?
You believe in a customer focused company with a passion for business development through relationships and understand the value of client retention. You are an energetic leader, focused on relationships with a drive for results. You want to be constantly listening to customers and continuously test, enhance, and personalize the customer experience. You are curious, collaborative, and take ownership. You thrive in a fast-paced environment, take initiative and are a self-starter.
Responsibilities
- Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
- Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
- Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
- Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
- Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution and use their ability to effectively prepare, and deliver these messages to client accounts. This includes consistently demonstrating an understanding of the audience within the client account.
- Demonstration of the ability to consistently apply techniques to engage, grow and handle issues related to assigned customer accounts, of different sizes/complexity, to meet corporate, team and individual performance objectives
- Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- Understanding of the company’s product catalog, their application within customer accounts and comfort in consistently communicating the benefits of the different features of the product
- Develop customer account plans and to consistently apply project management principles, including collaboration with other Blackline teams and distribution partners, to fulfill account management tasks or other specially assigned projects
- Work as an ambassador to help clients realize the full benefit of available Blackline products and services
- Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned.
Skills and Prerequisites
- Previous account management or sales professional experience in multi million dollar product sales and/or service renewal or retention contracts
- Post-secondary degree in business or marketing is an asset
- Proficient with the full MS Office suite, including Teams, Excel and PowerPoint, and have an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application experience
- Proven ability to work within a team structure, collaborate and lead a team when called upon
- Proven experience managing customer relationships with strong problem solving abilities and a proactive approach to addressing client needs.
- Ability to analyze data and present insights to client
- Availability to travel up to 15%
- Clear communication, both written and verbal with strong interpersonal skills
About Blackline Safety
Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.
Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.
