We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.
Job ID
4698 Location(s)
Toronto, Canada Business Unit
LHH Department
Gestion de Projet : Delivery
4698 Location(s)
Toronto, Canada Business Unit
LHH Department
Gestion de Projet : Delivery
Sr. Customer Success Manager, EZRA
Job Role: Senior Customer Success Manager, Enterprise
Location: Toronto Canada (Hybrid - 3 days in office)
Who we are:
Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.
At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family.
We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.
The Role:
As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for a Senior Customer Success Manager, Enterprise reporting directly to the regional Enterprise Customer Success Lead.
The focus of this role will be to work hand-in-hand with our largest Enterprise clients to oversee post-launch customer success deliverables to provide a best-in-class service to EZRA's valued customers.
This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.
What You'll Do
Client Management
- Proactively manage a portfolio of Enterprise clients in the post-implementation phase
- Work in collaboration with the Implementation Manager and BD to understand each clients' needs and priorities to optimize the reporting provided
- Key point of contact for all program and delivery related questions for program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through program delivery
- Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Ensure coaches are kept up-to-date on any updates to the program or within the client organization
- Daily use of EZRA project management tool to support the ongoing delivery of programs
- Monthly program health checks, sharing successes and/or raising concerns to the BD to determine together how best to support the client
- Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
Reporting and insights
- Ensure strong understanding of client objectives and success metrics from Implementation Manager and BD
- Align monthly reporting to show client progress towards achieving objectives
- Regularly align with BD on approach to reporting calls to ensure client needs are met and BD is able to build towards the next opportunity
- For clients with a Solution Lead assigned, collaborate at key reporting milestones to generate coach and data insights
- When a Solution Lead has not been assigned to a client, lead on generating coach and data insights
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Additional responsibilities
- Provide mentoring to Customer Success Managers
- Help EZRA evolve existing and new processes that will enhance the client and participant experience
The CSM may be required to perform other duties as assigned by management, outside of their normal scope of work.
About you
- 6+ years of Customer Success or related corporate experience
- Experienced client relationship manager with proven experience in a customer success role
- Experience working with large Enterprise clients
- Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate and clear communicator
- Self-starter able to operate in a high pressure, deadline driven, virtual environment
- Ability to influence others without direct authority and, at times, challenge the status quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients and participants needs
We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.
Posting date: 14-02-2024
Get to know us
Bringing together the complementary strengths of our various brands, our team unites through a powerful mission – to match the right talent with the right opportunity. We create synergies that meet the Talent needs of our customers wherever they are in their journey delivered in a technology-enabled and human-driven experience. At LHH, you’ll be empowered to deliver on our purpose of future-proofing organizations and careers, enabling workforce transformation.
Join our passionate and success-focused team where we prioritise flexibility, autonomy, and meaningful work. With a supportive team, tailored career paths, and a commitment to wellbeing, you can prepare for any tomorrow with us.
Diversity & Inclusion at LHH
Culture
We are a high-performing and diverse team of people from all over the world, working together to make the future work for everyone. Our culture is shaped by our people, who are the key to our success. It is our people that give us the ability to influence the changing world of work on a global level with solutions that are grounded in the understanding and experience of local contexts. Together we offer exciting career paths to candidates and bring the best talent to our clients. To make this possible, investing in our people, an open culture of communication, and individual opportunities for development are essential to us. There is a world of opportunity out there.
Learn more about LHH
We are the talent solutions business at the Adecco Group, an end-to-end solutions partner, addressing the skills and transformation needs of our customers to drive growth. Our mission is to match the right talent with the right opportunity. Bringing together the complementary strengths of our various brands, we create synergies that meet the needs of our customers wherever they are in their transformation journeys. As a member of the team, you’ll be empowered, inspired and energized to deliver on our purpose to future-proof organizations and careers by building the right capabilities and enabling workforce transformation. We reach high and strive for excellende because we know our work makes a difference.
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Evolve with purpose
10
Being passionate about meaningful work and ready to change the world -
Win together
8
Being able to build relationship through trust, transparency, and collaboration so that together we all succeeed -
Own it
10
Being empowered to make decisions and take accountablility for the results -
Reach high
9
Agile and adaptable - fast mover - ability to anticipate future client and candidates needs -
Make it fun
8
Delivering our purpose, staying energized and inspired, while having fun with colleagues
Traits are on a scale of
0 to
10
Success profile
Are we the right fit for each other? Have a look at the traits we're looking for.
Rewards
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