Take your career to new heights with Loopio! đâš
As a Customer Solutions Manager, youâll be part of our Customer Success team and will be responsible for linking technical aspects of our Midmarket & Enterprise customers' business processes with our product strategy, working in partnership as the internal voice of the customer. You will be in regular contact with our customers, developing strong business relationships focused on overall customer product satisfaction and growing product adoption. You will also work collaboratively with internal stakeholders, including Product, Product Marketing, Customer Experience and Sales, to strategize the best solutions for our customers' long-term business goals with a focus on making our customers wildly successful!
What Youâll Be Doing
- Establishing relationships with our Midmarket & Enterprise customers to understand their goals and needs (diving into the why & how) in order to advocate internally for the best solution utilizing the Loopio product
- Analyzing data to identify technical opportunities and tell the story about how we can make our customers wildly successful using Loopio
- Assisting to improve customers' processes via recommended workflows and thought leadership
- Working with customers to set expectations on project timelines, including deadlines for milestones and deliverables
- Providing regular updates to Customer Success & Account Managers on customer projects and product development progress
- Advocate internally for top customer needs with our Product team
- Proactively staying abreast of current/future customer and market conditions/ trends, while considering the competitive landscape in partnership with Marketing
- Developing collaborative win-win relationships with Product Mission Teams and CX teams to co-develop the roadmap
- Providing customer support by answering questions about products or services & troubleshooting complex adoption problems as they arise in conversations
- Supporting alphaâs and betaâs, gathering of key customer feedback
- Sharing impactful and timely roadmap updates with customers and CS/AM team
- Monitoring customer escalation issues and recommending solutions
- Occasionally contribute to RFPâs as the Customer Solutions subject matter expert
- Contribute to continuous improvement of internal processes and documentation, to scale with the needs of the business
What Youâll Bring to the Team
- 2+ years of Account Management or Customer Success experience
- Experience working as part of a Product Organization or working closely with technical Product teams is an asset
- Impeccable written and oral communication skills
- Masterful relationship building skills; people find it really hard to not like you
- Innately curious, always asking thoughtful questions and uncovering new opportunities
- Highly strategic; you understand the big picture and are able to tie Customer goals back to Loopioâs business goals
- Highly organized; your calendar reminders have calendar reminders
- Extremely analytical; you leverage data in all of your decision making
- Excel in positioning technical solutions and recommendations in a simple and clear way with less technical individuals
- Ability to take complex solutions and tell a clear and compelling story
- #ONETEAM mentality, you love to win as a team and support losses as a teamÂ
- Technical proficiency in Salesforce Lightning, Gainsight NXT, Gong.io, Slack, Vidyard and more
- Ability to scale internal processes across multi-faceted tech stack for greatest efficiency
- Experience writing sales proposals or responding to RFPs is a huge plus.Â
Where Youâll Work đ
- Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQâd in Canada, with established hub regions around the world where we hire from.
- Our employees (or Loopers, as we call ourselves!) live and work in đšđŠ Canada (British Columbia and Ontario), đŹđ§ London, and đźđł India (specifically in Gujarat, Maharashtra, and Bengaluru).
- The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).Â
- We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
- Youâll collaborate with your teams virtually across the UK, India, and North America (weâre just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work đđŸ during the workday
- We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why Youâll â„ïž Working at Loopio
- Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations Â
- You will have the opportunity to elevate đȘ your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
- We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day 1ïžâŁ with Loopio.
- Weâll set you up to work remotely with a MacBook laptop đ, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. Â
- Youâll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
- Participate in đ€ townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
- Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.Â
- Youâll be a part of an award-winning workplace đwith an opportunity to make a big impact on the business.
Questioning your qualifications? Read this âŒïž Hi there, we recognize that all too often, potential candidates donât apply for a position simply because they donât hit every single criteria included in the job descriptionâparticularly members of underrepresented groups. Whether or not your experience â
checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself.
If you've made a career transition (or a few!), youâre self taught in a new role, or you have skills/experience youâd like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment đ©đ»âđ»
At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.
