Job Description
Remote

Digital Customer Success Manager

We are looking for a driven and energetic Digital Customer Success Manager to join our Digital Engagement Team in a remote capacity, ideally in the Eastern or Central time zones.

As a Digital Customer Success Manager you will be involved in overseeing initiatives, projects, and opportunities for Pollard Banknote’s digital product line with its’ North American customers. You will help with identifying customer needs, developing plans for customer success during and post implementation, and act as a liaison between customers and internal working groups. Reporting directly to the Director of Customer Success, you’ll play a key role in ensuring customer satisfaction and project success.

What We Offer

  • Competitive compensation
  • Profit sharing program – every role plays a part in our success!
  • Health & Extended Benefits
  • Opportunities for professional development
  • Tuition reimbursement
  • Employee & Family Assistance Program

What You’ll Do

  • Act as a key stakeholder advocating for potential or existing customers, identifying their needs and success criteria 
  • Participate in customer meetings with business stakeholders to gather and document technical and non-technical information to support the business goals of targeted customers
  • Participate in internal business meetings to help navigate competing interests from sales, product, and the customer
  • Help onboard customers and become their advisor for new product deliveries
  • Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services
  • Gather regular customer feedback and represent the voice of the customer to product, sales, and support teams to ensure customer needs are identified and addressed
  • Prioritize and drive timely resolution of customer issues and inquiries
  • Keep product team updated on ongoing support requirements and be the connector between customer and product including inputting Support Requests
  • Create and drive utilization of processes, templates and documentation to be used by cross functional teams
  • Help identify additional opportunities to help maximize revenue/profit potential for each customer account and engage appropriate stakeholders
  • Act as the account relationship manager post product delivery by maintaining regular communication with customers, developing account plans to achieve customers’ long-term objectives, and acting as the main contact for addressing issues   
  • Lead regular strategic business reviews to understand customers goals and objectives, communicate progress against agreed success plans, and present innovative solutions
  • Keep internal Pollard teams including commercial leads, digital solutions, and business development updated on customer objectives and satisfaction
  • Keep internal commercial leads updated on customer objectives and satisfaction.
  • Help identify success stories and work with Sales and Corporate Marketing to build out stories for future use
  • Possess an in-depth knowledge of the Pollard Digital Solution’s product offerings

Who You Are

  • Results-oriented professional with proven experience in customer retention and growing customer revenue over time
  • A creative problem solver with the ability to tackle challenges and achieve positive outcomes 
  • An individual with strong client relationship skills and proven ability to understand customer needs
  • Proactive in your approach with an ability to own and manage multiple priorities simultaneously
  • Comfortable working within a fast-paced, highly collaborative client-facing environment
  • An excellent critical thinker who consistently demonstrates excellent analytical skills

What You’ll Bring

  • 3+ years’ experience working in an account management role for digital products
  • Excellent communication [verbal, written and presentation] and networking skills, able to drive consensus
  • Strong interest and knowledge of emerging technology trends and applications
  • Demonstrated operational experience in analytical thinking, process development and improvement, problem-solving, communication, delegation and planning
  • Ability to problem solve and collaborate with cross-functional teams and clients 
  • Proven ability to address customer issues with speed and accuracy
  • Proven ability to bring new products/services to market
  • Proven technical experience and/or aptitude considered a significant asset
  • Experience in the lottery industry preferred 

Apply now by submitting a cover letter and resume outlining fit and salary to humanresources@pbl.ca.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Criminal Record Search.