Customer Success Manager

Join the FIRST Insurance Funding of Canada (FIRST Canada) team.

We are a multi-year Globe and Mail / Morneau Shapell Employee Recommended workplace with an award-winning culture.

We offer a flexible, hybrid-work model and our FIRST Flex program offers opportunity to work internationally.

We have a comprehensive benefit package including:

• Health Benefits: including medical, dental, vision, life, and health spending account

• Financial Benefits: an RRSP plan with a generous company match and competitive compensation including discretionary or incentive bonuses

• Education Benefits: education reimbursement and on-demand learning courses

We have a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment.

We support work / life balance and promote growth-from-within opportunities.

Why join this team?

• We have a culture that encourages an entrepreneurial spirit
• We offer multiple opportunities for development and upward mobility

Position Summary:

The Customer Success Manager will work alongside FIRST Canada’s Sales and Business Solutions teams to promote broker adoption and utilization of FIRST PayTM and other finance quote solutions. Using methods such as business reviews, product performance analysis, the role will identify opportunities to drive FIRST PayTM uptake, as well as alternative technologies when FIRST PayTM is not available. The Customer Success Manager will possess a strong sales acumen and develop subject matter expertise on FIRST’s technical solutions. This role will interact directly with brokers to coordinate and deliver end-user product training and conduct post-implementation reviews.

Essential Duties and Responsibilities:

• Utilize a data-driven approach to analyze FIRST PayTM adoption and InSite Plus adoption with the goal to increase usage.
• Provide FIRST PayTM and InSite Plus product training to brokers and support Sales with end-user training, tracking activity through CRM tools. Create training tools and collateral where appropriate.
• Communicate frequently with Sales and Business Solutions teams to ensure a strong awareness of plans to increase adoption. Utilize various communication tactics and CRM reporting tools.
• Liaise with Sales to develop a longer-term adoption strategy and training programs with brokers as needed.
• Monitor FIRST PayTM implementation activities, conduct technical configuration demonstrations as needed. Proactively provide post-implementation product training to brokers.
• Understand the ‘Voice of the Customer’ through user workflow training and troubleshooting. Develop an understanding FIRST PayTM usage patterns and provide product feedback to the Business Solutions team including enhancements requests, issues, and user input.

Knowledge / Skills / Abilities Required:

• Proven experience supporting, training or selling technical solutions
• Exceptional interpersonal skills, and sales acumen
• Demonstrated experience with adult training techniques and/or group presentation skills
• Experience interpreting data to drive decision-making and identify solutions/opportunities
• Earn trust through internal and external relationship development (Sales Stakeholders and Broker Customers)