trulioo - Senior Customer Success Manager
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Requirements
• Strong business, operational, and technical aptitude with a proven ability to quickly learn new technologies and transactional business models • Familiarity with managing large-scale Enterprise customers in a SaaS or similar product environment • Experience driving product adoption, expansion, and growth while working to mitigate churn • Experience analyzing data sets in Excel or Business Intelligence tools and presenting those findings to customers • Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset • Excellent presentation skills for both external and internal audiences • Ability to own and execute defined customer touchpoints throughout the customer lifecycle such as the QBR • Post-Secondary Degree or a combination of desired experience and education • 5+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry • Proven success selling complex SaaS solutions, preferably within security and compliance across the financial services, fintech, e-commerce, and technology industries • Experience managing multi-million dollar customers and demonstrated ability to accurately forecast revenue in a transactional environment • Exceptional verbal and written communication skills to successfully articulate technical product specifications and product value propositions • Self-motivated, confident, competitive, detailed-oriented, and a big appetite for high achievement • Proven ability to develop strategic relationships by becoming a trusted advisor with each customer through focusing on customer outcomes and driving business value from software • Experience with financial, compliance, and or regulatory industries • Thriving at Trulioo • At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future. • We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification. • Get an inside look at life at Trulioo by following us on LinkedIn https://ca.linkedin.com/company/trulioo, or learn more about us at www.trulioo.com http://www.trulioo.com • If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
Responsibilities
• Create and build strategic relationships with the largest and most innovative companies across the APAC region to drive revenue growth, increase customer loyalty, and product adoption • Manage existing products into new use cases and markets • Consistently communicate with decision-makers to understand their identity verification needs and business requirements • Manage multiple business units/opportunities within the same organization, with potentially different use-cases for each • Analyze and evaluate product performance metrics and technical optimization opportunities within the services platform • Navigate and negotiate contract changes, upgrades, and amendments • Deliver expansion in terms of revenue and product adoption across your book of business • Maintain communication and coordination with Sales, Marketing, Support, Product and executive team members to be the voice of the customer and drive our product roadmap in line with customer requirements • Coordinate and perform product demos as required • Maintain up-to-date records in Sales CRM; provide ongoing feedback on system use and opportunities for efficiencies • Manage multiple stakeholders (internal and external) while easily pivoting from a C-suite to a technical contact
Benefits
• Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process. • Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity. • Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized. • Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.
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