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BrainBox AI: Client Success Manager

BrainBox AI

This is a Full-time position in Montreal, QC posted September 24, 2020.

At BrainBox AI, the Client Success Manager (CSM) is responsible for overseeing the deployment of BrainBox technology across projects of varying characteristics and complexities.

The CSM mustunderstand a client’s journey from their perspective, communicate effectively with internal and external stakeholders, and deliver and sustain client value over time.

Client Success Managers are expected to demonstrate a high level of autonomy and ownership with respect to their projects, delivering world-class support to BrainBox AI clients.

As the Client Success Manager, you will leverage your relationship building ability to establish trust and transparency with your clients.

Client Success Managers are responsible for our most important client relationships from the point of successful sale through installation and into algorithm deployment.

Implementation of our technology involves a number of milestones, and the CSM is expected to highlight completion of these stages and articulate their value in modernization of client properties.

Following successful onboarding, the CSM ultimately ensures ongoing monitoring and support, delivering superior client care over time; ensuring the client is delighted with BrainBox AI throughout their journey with us.

Additionally, BrainBox AI executives look to the Client Success team for insights into how we can improve our client experience, and you will be expected to continuously contribute to these efforts, directly and indirectly relating to your specific role.

If you are excited by the prospect of solving the challenges articulated above and are interested in joining an accomplished team bringing autonomous energy-efficiency technology to the built environment, this role will be perfect for you!

What You Will DoServe as the main point of contact between BrainBox AI and various participants in any given deployment of our technologyCommunicate and deliver value to our clients throughout their life cycle with BrainBox AI by maintaining a regular cadence with themBe the trusted partner for the client over the life of a Proof-of-Concept (POC) project and/or a Commercial ContractUnderstand client outcomes and manage client expectations by communicating with clients, analyzing client metrics / usage, and gathering other feedback to ensure activity and engagement levels are kept highRepresent the voice of the client and provide input on the installation process, the onboarding procedure, monitoring, ongoing value-added service, and supportServe as the primary contact for scheduling and coordinating flawless installation, the onboarding of new clients, training of end users and as post installation supportCollaborate with the onboarding team to optimize BrainBox AI applications as per Clients’ requirements and expectations and troubleshoot technical issues raised by clientsGauge clients’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvementsDrive growth and retention among our most valuable clients by understanding their business needs and helping them succeedIdentify opportunities for Clients to act as BrainBox AI advocates (e.G.

testimonials, case studies)Proactively identify clients that are at risk, approaching the end of their contracts, or dissatisfied with BrainBox AI and engage all available resources to resolve issues necessary to ensure client retention What We’re Looking ForBCom/BSc/BEng, technical and/or HVAC experience a plusFluent or Native French language speaking and writing ability2+ years’ experience in client success or account management at a software companyExperience building and maintaining relationships while working to mitigate churn and drive engagement, renewals, client loyalty and retentionAbility to create structure in ambiguous situations and design and execute effective strategiesImpressive executive presence and communication abilitiesStrong public speaking and presentation skillsHighly organized, collaborative, and detail-orientedPassion for technology and for being a part of a fast-growing SaaS companyExperience working with cross-functional teams (e.G.

Sales, Product, Marketing, IT, Operations)Project management (e.G.

MS Project, Liquid Planner, other) experienceProficiency in MS Excel/PowerPoint preferredWhy work at BrainBox AIMake a significant impact on the world join the fight against climate changeBe a part of a revolutionary technology movementBe an AI coachCollaborate with innovative, out-of-the-(Brain)box thinkers in a fast-paced environmentWork with amazing people who truly have a passion in the work they do**Due to COVID, employees are currently working remote**