Client Success Manager

• Conduct discovery of client needs through presales and post-sales discussions.
• Create the project plan, assign appropriate resources, and drive all actions needed to ensure a flawless project launch
• Ensure that customers are properly trained on system operation through workshop-style training. When needed, facilitate additional training for existing customers
• Provide the first point of contact for issue identification, diagnosis, and resolution. Serve as point of contact between Client and Support/ R&D for all escalations

• Configure the client dashboard setup including query writing, report framework, and data manipulation
• Support the QA initiatives including data quality, bug tracking, and issue replication
• Participate in research and discovery activities, including keyword research, general client discovery, vertical research, synonym and spam research and other type of special research projects
• This phase is done with the help of the internal Ops team

• Monitor ongoing performance against key metrics to make recommendations to clients on reporting
• Generate insights from social data, spotting trends and opportunities. Produce reports measuring the performance
• Proactively identify opportunities for further analysis

• Ensure smooth account transition from pre-sales to post-sales phases, including coordination of kickoff meetings and monthly debriefs with clients
• Ensure that clients are receiving maximum value from Synthesio's products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks
• Work with clients to define ongoing enhancements and adjustments to meet their business needs
• Share lessons learned with other members of Synthesio's Account Management, R&D, and Sales Teams
• This is done in coordination with the Account Managers

• 2+ years within a SAAS organization
• Extensive knowledge and experience of client services processes
• Strong program and project management skills
• Proven ability to work independently, without supervisory or administrative support
• Excellent written and verbal communication skills required
• Ability to communicate authoritatively about the technical product offerings
• Ability to handle multiple priorities simultaneously, keeping projects on track to meet deadlines
• Experience in building good relationships with internal and external stakeholders
• Ability to professionally handle difficult customers & challenging situations
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite
• Strong proficiency in query writing and Boolean search strings is advantageous
• Fluent written and oral English and French is essential, proficiency in multiple languages is a plus
• Demonstrable industry knowledge and experience are favorable

• Flexible working
• Flexible Benefits platform
• Employee Assistance Program
• Friendly working environment
• Career path
• Online learning platform
• Rewarding program
• Internal events
• Referral & Seniority bonus
• Additional Vacation days.

Ipsos