Gestionnaire Du Succès Client | Client Success Manager

Gestionnaire Du Succès Client | Client Success Manager

Reporting to the Executive Vice President responsible for sales and customer experience, the Customer Success Manager is a strategic partner for our clients and our business development team. You will deploy a results-oriented strategic vision to establish lasting partnerships with your client portfolio.

Your mission, centered on customer satisfaction and achieving Talan's business objectives, will be carried out primarily in Canada and the United States, across all industry sectors. You will mobilize your ability to transform this vision into concrete actions with stakeholders, decision-makers, and senior management, with the possibility of working in other territories according to organizational needs.

Your mission consists of:

• Analyze the alignment of technological solutions with the expressed expectations of stakeholders.
• Propose and deploy strategies to improve the adoption of Microsoft-centered solutions.
• Actively support the client during all phases of the relationship lifecycle, from initial projects to future updates.
• Organize and facilitate tailored training sessions to optimize the use of technological solutions.
• Identify and document successful use cases to promote wider adoption.

• Establish a personalized commercial action plan for each assigned account.
• Orchestrate strategic meetings to identify cross-selling opportunities.
• Design and implement information campaigns on best practices, service updates, and consultative options.
• Actively participate in business meetings to promote Microsoft Dynamics 365, Optimizely, and other partner solutions.
• Collaborate with internal teams to generate a pipeline of Talan service revenues.

• Proactively intervene to resolve business challenges and problems as they arise.
• Facilitate communication between the delivery team, customer service team, and technical team.
• Establish and monitor key project milestones in coordination with relevant teams.
• Regularly communicate essential information contributing to project success.
• Coordinate effective actions and solicit expert opinions to address outstanding issues.

• Regularly participate in training on Talan and Microsoft solutions.
• Attend industry events to stay informed of trends and innovations.
• Develop in-depth knowledge of complementary ISV and partner solutions.
• Apply this expertise to develop appropriate technology adoption strategies.
• Support the company's sales, marketing, and business development initiatives as needed.

Minimum of 10 years of experience in external sales and/or account management.

Business administration degree or equivalent.

Demonstrated mastery of technology and Microsoft productivity suite.

In-depth understanding of business objectives in supply chain, manufacturing, distribution, retail, and professional services.

Thorough understanding of ERP solutions and their systemic scope.

Experience in implementing business applications for medium and large enterprises.

Knowledge of Microsoft Dynamics 365 products (finance and supply chain) - significant asset.

Familiarity with CRM, BI and/or e-Commerce solutions - significant asset.

Ability to perform in a team sales environment with interdepartmental collaboration.

Demonstrated customer orientation with ability to establish relationships at all organizational levels.

Proven interpersonal and conflict resolution skills.

Ability to establish and maintain long-term business relationships.

Commitment to customer service as a company representative.

Strong analytical and problem-solving skills.

Ability to prioritize and meet deadlines for multiple deliverables.

Proven planning and organizational skills in a demanding environment.

Good oral and written communication skills in both French and English to communicate with clients located throughout North America.

All that you deserve and more:

• Professional development
• Profit sharing
• Health & well-being insurance on your first day
• RPDP, Deferred Profit-Sharing Regime
• Flexible work in hybrid mode
• Allowance for public transit and cell phone
• Generous employer participation to your RRSP.

If this opportunity speaks to you, apply today!

Talan offers competitive salaries and equal opportunities for all. If you are motivated to take on stimulating challenges and meet the requirements, send us your resume now!

Please note that we will only communicate with candidates selected for an interview. For the purposes of this job offer, the feminine and masculine genders designate indistinctly the staff of both sexes and do not establish any distinction based on sex. Talan is committed to employment equity.