Manager, Customer Success

Description

Position at Resolver

Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week.

As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching, mentorship, goal-setting, process design, and operational involvement.

Did we mention you'll also be part of an amazing team? We have a collaborative team of Account Executives, Sales Engineers, Customer Experience and Product who are committed to helping organizations protect what matters.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada's Great Places to Work six years in a row!

So, what does that really mean for you?

Our Customer Success team is a dedicated, passionate group of individuals centered around driving value for Resolver's great portfolio of customers. We partner with many of the world's leading organizations and enable them to achieve their goals for risk management, while collaborating with and guiding them as they grow and mature in their varied approaches to developing risk intelligence.

As Resolver continues its impressive growth, we are looking to add an experienced Manager, Customer Success to our growing team. You'll join a collaborative, high-performing group, and partner with some of the world's most interesting companies, owning the customer relationship and ensuring their success.

We are looking for an established coach who is looking to join an exciting, fast-paced organization with ambitious goals. At Resolver, our mantra is to Aim Big, Be Great, and Be Loved by Our Customers, and are excited to discuss with you how you'll contribute to and live those principles. If you're excited by the opportunity to work with cutting edge technology, in an interesting and fast-growing space, while partnering with super smart, fun team members, we would love to hear from you!

Your day to day - let's break it down:

Revenue Growth:

• Lead the Customer Success team to qualify, develop and close sales leads through goal setting and coaching.
• Collaborate with internal stakeholder teams (Professional Services, Legal, Information Security) to ensure deals move to close in a timely manner.
• Identify areas of risk within deals/funnel and assist CSMs in overcoming relevant challenges
• Use new and existing reports, tools, and methodologies to ensure visibility into future deals through strong CRM hygiene

Customer Retention:

• Work with the Customer Success team to develop best practices around business
  reviews and customer outreach
• Work with the CSMs and internal stakeholders to manage and resolve escalations
• Develop and implement playbooks around best practices for customer satisfaction

Team Development and Building

• Motivate the team to exceed expectations.
• Mentor and coach the team in the achievement of KRs and better work with the
  customer to set objectives and define the value of acquiring Resolver products (New
  Reality.)
• Work with the team to advance their skills and progress in their careers.
• Partner with Talent to proactively recruit high caliber employees; provide feedback to improve upon internal recruitment processes

Strategic Direction

• Member of the strategic team within a given division. Participate and contribute to
  the overall back to base strategy within the division, including product direction,
  positioning, targeting, and marketing efforts.
• Collaborate with executives and other stakeholders to establish sales targets and
  priority markets
• Develop sales and retention motions to drive success within CS.
• Identify new opportunities based on market analysis, industry trends and customer
  insights

Forecasting and Analytics

• Provide the executive with accurate forecasts of sales bookings and projected
  retention
• Use reporting and analytic tools to find opportunities to improve our sales approach
  or messaging

More about you:

• You have been building your sales and/or account management career over the past 5 years and have been coaching a Customer Success team for at least 2
• You have a proven track record of hitting quota, overcoming objections, and designing & executing opportunity plans that generate growth. You are able to transition this experience into coaching and inspiring others to achieve results.
• You are a strategic thinker and will help us think about pricing strategy, marketing opportunities and what segments to serve.
• You have experience as a builder and while you enjoy our stage (and the stability that comes with predictable revenue), you relish the challenges that come with scaling and high growth.
• You'll provide the CSM team with innovative strategies, sales plans & growth tactics.
• You are curious about data (qualitative and quantitative) and keen to make recommendations on how we can improve our sales pipeline and win rate. You view Sales and Marketing Automation as part of your tool kit and use these insights to drive growth and success at Resolver.
• You approach situations with a learner's mindset. You pick new things up quickly, see failure as an opportunity and don't shy away from augmenting your experience with new tools and approaches.
• You are a collaborator. You partner with Marketing, Product, Customer Experience, Legal and Finance with curiosity, humility and a motivation to achieve our common goals.

What we'll give you in return

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Health and Wellness Benefits: 100% paid by us for health, dental & vision from day one.
• Professional development: we have an external learning budget to help you grow and develop. We have access to LinkedIn learning & also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.
• RRSP: Matching up to 2.5%
• Flexibility & trust - While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• In the Office - You will have access to snacks and beverages and in-office fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!
  Interested?
  Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]

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