Talent Opening: Customer Success Manager - Enterprise Project Delivery

Please properly review this job posting from beginning to end. There are specific application details and steps we would like candidates to follow as part of the Strategyzer recruitment process.

This is not a role for a consultant or coach.

Strategyzer’s success depends on its stellar people who help companies around the world build new engines of growth based on our proven methodology and technology-enabled services.

We are a fully remote virtual team that stretches across 12 countries. Our team contributes directly to the unique company culture we have today and is committed to transforming traditional management practices to build a truly great place to work.

We’re recruiting a Customer Success Manager to lead Enterprise Project Delivery. We’re looking for a stellar candidate who can support Strategyzer’s global customers, and help to deliver (with excellence) on our full suite of products and services. Your ability to connect with customers is crucial to the success of this position.

Note: We are recruiting for candidates in North American, Europe, Middle East, and Asian time zones.

Team members at Strategyzer enjoy:

  • World-Class Team: Be part of a highly visible, globally recognized organization, and contribute to a paradigm shift in strategy and innovation in the world’s leading enterprises.
  • Strong Company Culture: We strive to create an environment with strong psychological safety, and frequent feedback structures, to allow our people to do their best work.
  • Flexible Working: Work from anywhere globally, or from our physical office hubs in Toronto, Canada, or Zurich, Switzerland.
  • Growth Allowance: Professional and personal development are vital at Strategyzer. All team members get an annual growth allowance for conferences, courses, certifications, coaching, and more. We also include an annual book allowance.

The Customer Success Manager’s Mission & Outcomes

This role is for a runner who will be responsible for managing the end-to-end relationship with our global customers.

Your mission is to…

  • Nurture our customer relationships as they embark on their innovation journeys.
  • Solve and navigate tough delivery requirements that can sometimes be very unique to our specific customers.
  • Execute the delivery for each customer alongside our product teams.

The successful candidate will immediately contribute in the following ways:

1. Customer-first focus.

The successful candidate will support Strategyzer’s global customers, helping to deliver with excellence on our full suite of products and services. A keen ability to connect with customers is required, understanding their requirements while setting, and of course meeting, expectations.

    This role will be a blend of relationship and logistics management, requiring the incumbent to be laser focused on the details, ensuring that all of the minutiae of successful Enterprise Product and Service Delivery are met, tracked and effectively shared with the customer.

    2. Analyze and evolve future customer deliveries.

    Our project delivery continues to evolve as we capture feedback and evidence from our customers. This role will require constant engagement, analysis, and data-driven approach to understanding how we can take our products and services to the next level.

    You will be instrumental in identifying and recommending the needs for our next engagements by analyzing data that will improve the customer experience. This role will require collaboration with our product teams to provide them with the necessary evidence to develop their product milestones.

    3. Ensure successful adoption and customer advocacy

    From implementation to delivering first value, the successful Customer Success Manager will monitor the customer’s journey, ensuring smooth implementation, adoption of tools and process.

    The CSM will be integral in understanding and helping set customer goals, establishing KPIs and understanding the customer’s business to help grow within Strategyzer. Ultimately, this work will lead to our customers championing Strategyzer’s methods and add to our customer advocacy portfolio.

    Requirements For The Role

    All potential candidates will be scored on the following competencies.

    Note: We are recruiting for candidates in North American, Europe, Middle East, and Asian time zones.

    1. You are a great human being.

    We want world-class human beings who:

    • Strive to show deep care and empathy for your team members.
    • Have strong integrity and morals that drive your accountability.
    • Are open-minded to the views of others, and constantly work to improve themselves for the betterment of the whole team.

    2. You perform at the highest level.

    These are the technical qualifications we require:

    • 5 plus years in a Customer Success, Customer Experience or Account Management Role for Enterprise Customers (Fortune 500s).
    • Post-secondary degree or diploma in a relevant discipline.
    • Proven track record in managing multiple B2B customers simultaneously and building customer relationships with various stakeholders.
    • Data integration - you understand how to use data/ metrics to tell a story.
    • Computer literate (MS office, Google Suite, Project management tools…).
    • Familiarity with CRM tools (preferably Hubspot).
    • Familiarity with virtual communication platforms and their functionalities (Zoom, Webex, Skype etc.).
    • Experience leading and managing projects related to customer success.
    • Fluency in English is a must. Other languages are a definite plus.

    3. You are a great collaborator.

    Collaboration is key to our success as a team. We want a Customer Success Manager who is or has:

    • Incredibly hungry and wants to make an impact with our team.
    • A customer-first approach to delivering value.
    • Enthusiastic about learning our methodologies and tools--especially the Team Alignment Map, Team Contract, and Culture Map.
    • Able to weave between autonomous and collaborative working styles.
    • A strong writer and communicator for a fully remote, global environment.
    • Not afraid to iterate on an idea or prototype if it means we create better value.
    • Able to focus on the bigger picture while paying close attention to the final details that will get us to success.
    • Is open to constructive conflict and can navigate challenging feedback.

    How We Hire At Strategyzer

    We pride ourselves on a robust, fair, and diversity-focused recruitment process. The following steps allow us to find the best fit for this role. Finding the right person is much more important to us than adhering to any deadline, and therefore we will keep this position open until we fill it with the perfect match for us.

    Step 1 - Intro to Candidate

    Upload your CV in PDF format.

    Create a 4-minute LOOM video intro of yourself answering the following questions:

    1. What are your career goals?
    2. What are you not good at or not interested in doing professionally?
    3. Please explain how you understand the essence of this role. How would you approach it?

    Step 2 - Interviews

    • Skills + technical fit interviews.
    • Cultural fit interviews.
    • Reference Interviews.

    Step 3 - Working Challenge

    Step 4 - Offer