Customer Success Manager (NA)

Due to the growth of our Microsoft product range, we are looking for an experienced and motivated Customer Success Manager to join our customer experience team in North America (Montreal, Canada) focusing on serving our Microsoft M365 analytics solutions customer base.

Founded in 2007, panagenda is an international corporation and our product, OfficeExpert, is a leading SaaS-based unified management solution for Office 365, featuring extensive performance monitoring, management, reporting, auditing and delegation capabilities.  If an organization uses Microsoft 365, they need OfficeExpert.

As a member of the team, you will

  • Monitor the health of customer relationships predict and navigate customer challenges and offer solutions that drive the highest levels of customer satisfaction, retention, and additional enrichment opportunities.
  • Provide direct support to a customer experiencing an issue and as may be needed, works with Support to help expediate the resolution of issues.
  • Onboard customers and prospects: A CSM is the primary point of contact for new customer onboarding as they transition from purchase to implementation.
  • Contribute to the process of continuous improvement to ensure that our customers become effective and successful with OfficeExpert in the shortest possible timeframe.
  • Build relationships with our customers and become a trusted advisor and the “go-to” person for best practices and advice.
  • Provide training and consultation to help OfficeExpert customers maximize the benefit of our solution.
  • Drive accelerated adoption and usage of OfficeExpert, leading to higher renewal rates and expansion.
  • Relay customer feedback and feature requests to the product team

We’d love to talk to you if you have

  • A 4-year degree required (BA/BS), or the equivalent work experience
  • Excellent people skills, with a demonstrated ability to build relationships, find customer pain points, perform networking and understanding customer use cases
  • Prior demonstrated experience as a Customer Success or Customer Experience Manager in SaaS based, or comparable solution and/or at least ten years’ experience supporting and/or managing a diverse base of customers in a technology-oriented environment
  • Detailed understanding of Microsoft 365 workloads and administration requirements
  • Proficiency in MS Office and other business tools to communicate and/or present professionally to customers
  • Strong consulting and analysis skills
  • Great communication skills – verbal and written, ability to communicate clearly and effectively with all levels of management, including C-Suite
  • Travel up to 10% in North America (circumstances allowing)

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    More specifically if you

    • Have experience with Service Desk tools
    • Have a track record in authoring blogs and/or instructional videos
    • Have experience with Microsoft 365 sales as a Microsoft employee or ISV partner
    • Have a solid knowledge of Microsoft infrastructure and cloud technologies and related service offerings
    • Come from a Unified Communications (UC) background

    You’ll love working with us because

    • You’ll work with a dynamic, fast-paced and growing company with a strong people culture
    • Your salary will reward your performance
    • You’ll get to work professionally independently, remote working and flexible hours are supported
    • You’ll benefit from internal and external training opportunities

    We guarantee a competitive and performance-related salary, dependent on your professional and personal qualifications.

    We are looking forward to receiving your significant application (resume, cover letter, various certifications).

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