Riva International, Inc. Looking for Client Experience Manager – remote – Canada at Edmonton, AB Full Time

The Riva Sales team is growing, and we’re looking for a Client Experience (CX) Manager to join our dynamic, customer-centric team. The CX Team applies their expertise in Riva solution architecture to help customers integrate and continue to mature their adoption of Riva. This is achieved through an approach of both depth (1:few) and breadth (1:many) activities. Reporting to the VP of Global Sales, your contributions will ensure a delightful customer experience across many customers in our SMB and mid-market segments to ensure customers move to and remain in the healthy, productive use of the Riva platform.

Client Experience Managers are passionate, entrepreneurial, and self-motivated, with demonstrated and successful customer onboarding, upsell/cross-sell, retention, and account management skills. The ideal candidate has a consultative account management approach, established experience exceeding sales quotas, hails from a SaaS or services company with experience selling technology products and services, and can thrive in a dynamic, fast-paced work environment.

WHAT YOU WILL BE DOING

Business value realization

• Understand and articulate the customer’s executive priorities and defined initiatives where Riva can have an impact.
• Quantify and describe the business value created by the customer’s use of Riva’s products, both today and at their full potential.
• Plan and execute regular outreach to your book of customers, including periodic health checks, tactical execution check-ins, invitations to events and roundtables, and webcasts – as appropriate to the tier of customers you serve.

• Collaborate with Sales, CET, and Success colleagues as appropriate.
• Communicate verbally and in writing with customers from front-line users to executive levels.
• Maintain relationships high and wide within the customer’s organization to ensure ongoing strategic alignment.

Operational excellence

• On the customer’s behalf, coordinate the work of Riva’s Professional Services, Support, and Sales, to maximize results and efficiency.
• Leverage technology including CRM as well as our internal analytics tools to identify both at-risk and high-opportunity customers for intervention.
• Maintain flawless data hygiene in CRM and other tools.
• Follow and create Riva processes for addressing customer situations and drive efficiency and process discipline in our execution for the customer.
• Collaborate regularly with counterparts in Sales, Partner Enablement, and Accounting to maximize our ability to upsell and renew customers.

Effective End-User Adoption

• Develop “power user” expertise in using Riva’s products and best practices for business impact.
• Ensure customers’ success by monitoring their experience through the onboarding process, removing roadblocks, and coordinating Riva resources where needed.
• Build customer skills and usage of differentiated features by ensuring key customer end users complete Riva-provided training on our products and best practices for business adoption and by providing supplemental coaching where needed.

• Broaden customers’ internal support for Riva’s products and adoption into new departments through building shared Success Plans, coaching customer stakeholders where appropriate, and networking within the customers’ organization to build support further.

WHAT YOU BRING TO THE TABLE

• A minimum of 3-5 years experience working in a Client Experience/Account Manager role within a B2B SaaS setting, supporting Sales, Professional Services, Engineering, and Product;
• Superb problem-solving skills – proactively crafting and selling customer vision on how to make Riva a core part of their system landscape;
• Experience coordinating internal resources for projects, product updates, issue and incident resolution, together with owning and managing any relevant customer communications; and
• Exceptional written and verbal communications skills, with the ability to modify the style, approach, and content to the audience, from developers to executive sponsors.

MORE ABOUT RIVA

We are an Edmonton-based software development company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.

We offer a work culture that fosters diversity, equity, inclusion, and fun. Where curiosity is rewarded, and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value.

WHAT WE BRING TO THE TABLE

The total compensation package includes:

• RRSP matching
• Paid vacation starting with 3-weeks

• Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and personal time
• Paid time off to volunteer with charities of your choice
• Extended health care benefits, dental and life insurance
• Professional development and training allowance for career advancement.

Must hold a valid work permit and be a permanent resident or citizen of Canada.

Riva is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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