Customer Success Manager (North America)

Victoria, Canada

About The Role

IntelligenceBank is looking for a smart, enthusiastic and driven Customer Success Manager.The ideal candidate will have a minimum of 5 years experience in customer success, software implementation and/or project management, along with the ability to multi-task and a true passion for problem solving and helping customers achieve their business goals. This is a critical role whose priority is to successfully onboard customers, train users and manage the overall relationship with customers. A passion for software and new technologies is also a must. A day in the life of a Customer Success Manager looks like this:

• Participate in customer handover meetings, and work with sales account executives on processing sales, setting up accounts internally, and setting up customer kick off meetings.
• Conduct implementation workshops to uncover clients’ requirements and provide recommendations on how best to use the platform to meet their goals.
• Host kick off call meetings, usually via web meeting, to discuss roles and responsibilities for the project, and advise clients of items needed for branding, single sign on, custom URL and other implementation requirements.
• Create project plans for customers so at all times, clients have a clear idea of 'what's next' and due dates to reach the desired launch date. Continually liaise with customers throughout the implementation phase.
• Update CRM system daily with client information, tasks and implementation hours used as part of the contract.
• Configure new platform based on clients’ requirements, which entails creating folder structures, migrating data, configuring forms, setting up workflows, setting up permissions.
• Create client documentation as required.
• Train main admin users and show how the helpdesk is used.
• Assist clients with launch of their platform.
• Manage overall relationship with customers including educating them on new features launched and facilitating upsells.
• Feedback to the product team and management any new product ideas or feedback that has come up during the implementation process.
• Become a true product hero.

And much more if you’re eager to learn and grow professionally.

Skills Needed To Be Great in the Role

We don’t expect you to know everything, but we require you to have most of the following skills and for those that are unfamiliar, have the aptitude and drive to learn.

• Experience in B2B SaaS Customer Success, Implementation or Project Management is ideal, though we are opened to other career experiences if you can articulate how you think they can suit the role and benefit the company.
• Have a 'high bar' for attention to detail and organization, so 'nothing slips through the cracks'.
• Bachelor’s degree or higher education.
• Excellent work ethic – will do what it takes to make customers successful.
• Excellent communications skills – this is a must have.
• Graphic design (i.e. basic Photoshop) desirable but not required.
• Basic knowledge of HTML/CSS is desirable but not required.
• Proficient with Office products.
• Tech savvy.
• Passionate about providing 'six star service in a five star world' to our valued clients.

Our Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.

• Be a team player, and work well with others.
• Respect colleagues and clients.
• Contribute new ideas to benefit the overall business.
• Have positive attitude and “go the extra mile”.
• Constantly look for ways to promote or improve the business and product.
• Timely attendance to all meetings, and timely reporting (when required).
• Integrity.

Job Type and Category

While the job is a full time role, you will be hired on a FTE contract basis.

Job Types: Full-time, Contract

Experience: Customer Success: 5 years (Preferred)
Education: Bachelor's Degree (Required)
Location: Victoria, BC (Required) 

Complete Form Below To Apply 

Implementation Director (Australia)

Melbourne, Australia

About The Role

IntelligenceBank is looking for a smart, enthusiastic and driven Implementation Director. The ideal candidate will have at minimum of 10 years of experience in software implementation and project management, the ability to multi-task and a true passion for problem solving and helping customers achieve their business goals. This role will oversee the implementation team and will ensure all customers are successfully onboarded and trained. Having a passion for software and new technologies is also a must. This role reports to the VP of Customer Success.

A day in the life of an Implementation Director looks like this:

• Lead customer handover meetings, and work with sales account executives on processing sales, setting up accounts internally, and setting up customer kick off meetings.
• Manage the workload and resource planning of the Implementation Team (currently a team of 3 FT) and any contract personnel required to fulfil contract needs and deadlines.
• Conduct implementation workshops to uncover clients’ requirements and provide recommendations on how best to use the platform to meet their goals.
• Host kick off call meetings, via web meeting or in person, to discuss roles and responsibilities for the project, and advise clients of items needed for branding, single sign on, custom URL and other implementation requirements.
• Create detailed project plans for customers so at all times, clients have a clear idea of 'what's next' and due dates to reach the desired launch date. Continually liaise with customers throughout the implementation phase.
• Update CRM system daily with client information, tasks and implementation hours used as part of the contract.
• Oversee all implementations, including the complex ones you directly manage, and oversee those of your team.
• Configure new platforms based on clients’ requirements, which entails creating folder structures, migrating data, configuring forms, setting up workflows, setting up permissions.
• Create client documentation and training materials as required.
• Train main admin users and show how the helpdesk is used and how to administer the platform.
• Assist clients with launch of their platform.
• Once successfully implemented, handover account to Customer Success Manager with a full briefing of the platform configuration, and opportunities for expansion.
• Feedback to the product team and management any new product ideas or feedback that has come up during the implementation process.
• Become a true product hero.

Required Experience, Skills and Qualifications

• Experience in B2B SaaS Implementation or Project Management is required, though we are opened to other career experiences if you can articulate how you think they can suit the role and benefit the company.
• Have a 'high bar' for attention to detail and organization, so 'nothing slips through the cracks'.
• People management skills to lead the Implementation Team to deliver great projects
• Bachelor’s degree or higher education.
• Excellent work ethic – will do what it takes to make customers successful.
• Excellent communications skills – this is a must have.
• Graphic design (i.e. basic Photoshop) desirable but not required.
• Basic knowledge of HTML/CSS is desirable but not required.
• Proficient with Office products
• Tech savvy

Our Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.

• Be a team player, and work well with others.
• Respect colleagues and clients.
• Contribute new ideas to benefit the overall business.
• Have positive attitude and “go the extra mile”.
• Constantly look for ways to promote or improve the business and product.
• Timely attendance to all meetings, and timely reporting (when required).
• Integrity.
• Awesomeness.

Complete Form Below To Apply

Senior Business Development Manager (Australia)

Melbourne, Australia

If you are naturally entrepreneurial, curious, and self-motivated and looking for an opportunity to make a difference in the direction and success of a company, then we would love to talk to you.

About You

• You see software as a solution to a business need, not just a product with features.
• Demonstrated success in securing sales via the phone and web based demonstrations.
• The hunger and desire to succeed and beat targets.
• Proven capability in handling a consultative sales discussion with prospects and close the deals.
• Proven capability in generating new business opportunities, including own prospect identification and cold calling.
• Ability to quickly build rapport with clients of all levels, clear and articulate communication skills

About the Role

• Build a solid sales pipeline via incoming leads, referrals and outbound activities. Someone with experience in truly developing business, vs. relying on inbound leads will be highly regarded.
• Provide on site and web based demonstrations to potential clients.
• Represent IntelligenceBank at events (including conferences, expos, trade shows, forums and meetings) with a focus on building sales opportunities.
• Achieve monthly targets and KPI's, and report on sales activity on a weekly basis.
• Manage new client handover with Customer Success team
• Participate in regular sales and product training

On Offer

• A creative, energetic workplace with endless opportunity to learn, earn and grow.
• The opportunity to be part of a great growth story – own the role and your success.
• A competitive package including uncapped commission

Our Culture

We believe that our culture is everything and it is very important that all employees see it, feel it and live it every day. Here is what we believe in:

• We make the complex simple and humanise technology
• We do what we say
• We deliver 6-star service in a 5-star world
• We spark innovation
• We play as a team

Please only apply if you live in Melbourne, Australia, have valid visas to work in Australia and meet the above criteria. No agencies please.

Complete Form Below To Apply 

Implementation Support Manager (North America)

Victoria, Canada

The IntelligenceBank Implementation Support Role role is a critical part of our value proposition of helping clients make their online work seamless. This diverse role involves support, training, administration and liaising with sales and product teams.

Specifically, duties for this role entails:

• Answer customer support calls and assist customers with their questions and feedback in a timely manner.
• Contribute to helpdesk management.
• For new accounts, configure new platform based on clients' requests and update back end fulfilment systems including implementing design and programming as required.
• Train main admin users to use the software and show how helpdesk is used.
• Assist clients with customising the look and feel of their platform by using photoshop or INDD.
• Configure folder structures, databases and forms.
• When major new features are released, organize phone training with select clients.
• Implement custom pages and technical integrations.
• Assist sales managers with advanced product demos.
  

Skills and Qualifications

• 1-2 Years experience with B to B Software (SaaS) Customer Support.
• BA or equivalent university degree.
• Ability to multi task.
• Excellent work ethic – will do what it takes to get the job done.
• Excellent writing skills – this is a must have.
• Graphic design (i.e. basic photoshop) desirable but not required.
• Basic Knowledge of Microsoft Excel.
• Quick learner.
• Attention to detail.

Company Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.

• Be a team player, and work well with others.
• Respect colleagues and clients.
• Contribute new ideas to benefit the overall business.
• Have positive attitude and "go the extra mile".
• Constantly look for ways to promote or improve the business and product.
• Timely attendance to all meetings, and timely reporting (when required).
• Integrity.
• Strive for excellence in all that you do.
  

Annual Review

Annual reviews take place once you have completed a year of service.

KPI’s

Key Performance Indicators (KPI’s) – For review in Monthly Customer Success Meeting & Quarterly Reviews. Nothing these will be set at the beginning of each financial year and will evolve over time.

• Timeliness and quality of implementations.
• Timeliness and quality of helpdesk responses and meeting SLA’s.
• Documentation in CRM and timely Corporate Reporting
• Customer Satisfaction with Helpdesk
• Product Knowledge

This is a full time role and the successful candidate will be employed as a contractor.

Complete Form Below To Apply