Client Success Manager

This position requires a technically savvy outlook with a strong drive for results. Duties for the Client Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, and training clients, and minimizing account turnover. This position provides insights on client-to-business interactions, improves customer experience through product support, and handles customer complaints and requests.

Responsibilities

Plan and schedule onboarding activities with the client and additional internal resources
Develop a clear understanding of clients’ goals and organizational structure, and use it to ensure a seamless deployment
Provide training in the form of webinars, phone calls and onsite sessions
Thoughtfully answer customer questions related to Blacklines systems and services
Support on-site pilots and field trials for potential clients alongside Blackline’s Sales Engineering team
Transition existing clients to new systems and functionality as introduced by Blackline
Support the roll-out of new products and features and assist other teams with customer communications when required
Carefully manage daily interactions with customers and distribution partners
Review, maintain and provide suggestions on emergency response protocols, accounts structures and best practices based on your customer’s criteria for success
Set up monitoring services for customers, communicating and coordinating with Blackline’s Safety Operations Center or other third-party monitoring services to ensure a cohesive roll-out
Communicate key learnings, relevant client information and requests to the appropriate internal teams

Qualifications & Skills

Excellent communication skills with a natural ability to solve customer problems
Proven ability to quickly understand customer needs
Excellent time management and organizational skills
Ability to work independently and as part of a team
French or other language is an asset
Previous experience in customer service, monitoring/call centers, HSE or training is an asset
Proficiency in digital platforms including, but not limited to, Netsuite, JIRA, GoToMeeting and WordPress, with the ability to quickly learn new programs as required

Ability to adapt to considerable variety in the workplace
Must be detailed-oriented and accurate in all work activities

Position Overview

Full-time salaried position: compensation to match your experience and talent.
Rapidly growing tech company expanding globally.
Extended Health and Dental benefits, along with a wellness program.
Employee Family Assistance Program.
Educational Assistance Program.
Patent Program
Company stock purchase plan with matching RSP contributions.

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 (TSX: BLN). To learn more about our company visit www.blacklinesafety.com

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, sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions. Come join our inclusive team and start collaborating with us on exciting projects!

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