Client Success Manager

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Blackline Safety is hiring a Client Success Manager, to join our growing team. This role will be responsible for the retention of the customer base within an assigned book of business and will work directly with customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline Safety products and services.

Responsibilities:

• Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
• Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
• Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
• Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
• Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
• Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
• Develop customer account plans in partnership with other Blackline teams and distribution partners
• Work as an ambassador to help clients realize the full benefit of available Blackline products and services
• Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
• Actively look for ways to improve process efficiencies and effectiveness
• Other duties as assigned

Qualifications:

• Fluency in French and English, with additional European languages a plus
• Proven experience managing customer relationships
• Minimum 3 years of B2B sales, or account management
• Excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them.
• Clear communication, both written and verbal with strong interpersonal skills

• Post-secondary degree in business or marketing is an asset
• Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application
• Functional in using MS Office and other corporate administration tools
• Ability to travel up to 25%

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

Disclaimer:

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.