Job Description:
We are looking for a Bilingual Customer Success Manager (CSM) to join the National Sales team. The Customer Success Manager is responsible for providing strategic operational and business development management to ensure the growth of customer programs that are centrally managed and may be serviced through both specialized and standard delivery models. Acts as first line of contact for all field offices and customers as it relates to service and delivery, order fulfilment, contract compliance, customer satisfaction and reporting.
The ideal candidate has five (5) years work experience in account management and/or customer service experience in a high-volume, fast paced delivery model and strong communication skills in both French and English.
This position can be located anywhere within Canada however willingness and ability to travel is a must.
The Adecco Group is the world's leading HR solutions partner. We provide more than 700,000 people with permanent and flexible employment every day. With more than 34,000 employees in 60 countries, we transform the world of work one job at a time. Our colleagues provide more than 100,000 organizations with the talent, HR services, and cutting-edge technology they need to succeed in an ever-changing global economy. As a Fortune Global 500 company, we lead by example, creating shared value that meets social needs while driving business innovation.
Bilingual Customer Success Manager Job Functions:
Strategically aligns with Customer Success Executives to formulate strategies around innovation, customer centricity, and continuous program improvement to ensure portfolio expansion, revenue growth and margin improvement.
Works in collaboration with internal colleagues across the organization to provide best-in-class customer service to accounts in assigned portfolio. Maintains consistent communication with key Adecco and customer stakeholders to discuss both tactical and strategic activities that strengthen the business relationship and shares best practices among account locations.
Serves as the first point of contact with customers, field and centralized delivery solutions regarding service and delivery. Ensures proactive communication regarding forecasting and recruiting needs, contract changes and servicing and fulfillment plans.
Proactively monitors and oversees order fulfillment activities and ensures customer satisfaction through effective management of tactical operational issues and concerns. Collaborates with customer and internal partners to identify and remove account specific operational roadblocks in the fulfilment process.
Provides reporting data, operational insight and tactical information to be used in strategic business reviews and/or customer meetings. Attends meetings (either remotely or in person) and speaks to data and operational information.
Works horizontally and vertically across the Adecco Group to communicate contract changes and ensure contract compliance; provides timely answers and solutions surrounding operational aspects of account management, contract interpretation and compliance. Trains field on account specific activities, processes, and recommendations; guides and follows ups with field regarding Standard Operating Procedures (SOPs).
Ensures accuracy of Customer Info Center confirming most current web docs and account information is posted accurately. Validates that pricing, screening and invoicing requirements are set-up correctly on customer profile.
Compiles and delivers customer reporting including tracking and monitoring of Key Performance Indicators (KPI's); provides analysis and recommendations to ensure reporting strategically aligns to business goals.
Bilingual Customer Success Manager Requirements:
Completion of post-secondary education in related field or years of equivalent experience demonstrating progressive responsibility.
Five (5) years work experience in account management and/or customer service experience in a high-volume, fast paced delivery model..
Bilingual (French/English) is required.
Proven track record of sales development within assigned accounts/territory.
Excellent presentation and communication skills, both written and verbal with a demonstrated ability to build and maintain strong interpersonal relationships and interface with all levels within the organization.
Ability to act accordingly under strong pressure, along with the ability to effectively manage crisis situations.
Able to gather, consolidate and evaluate information, identify key issues, draw conclusions and devise solutions based on sound, practical judgment, experience and common sense.
Ability to work collaboratively with colleagues to create a results-driven, team-oriented environment.
Ability to multi-task and manage time effectively with ever-changing priorities.
Data analysis acumen; must be able to analyze and prepare reporting data to meet customer's expectations.
If you are interested in the Customer Success Manager opportunity, click the apply now button!
Corp011947
B1947
T1947
