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Customer Success Manager

COMPANY OVERVIEW
Nulogy is a rare company. We value autonomy, mastery, and purpose for our employees, and a highly transparent and honest culture. This has helped us to be recognized repeatedly as one of AON Hewitt’s Best Employers in Canada at their Platinum level for several years in a row — an award decided by anonymous employee surveys, not marketing spin. Our motto is: It’s not just business, it’s personal. After 14 years working together, the company’s founders from the University of Waterloo are still all at Nulogy — and still great friends!

Today, Nulogy’s software is embedded in the supply chains of household names like L’Oreal, Sony, Procter & Gamble, and Pfizer. We create solutions for contract packagers and brands to collaborate on increasingly personalized consumer goods. For our rapid growth, Nulogy has been recognized in the 2015 Deloitte Technology Fast 50 which identifies the fifty fastest growing  tech companies in Canada.

By joining Nulogy, not only will you work with intelligent and empathetic peers, you’ll also be solving challenging problems that make real global impact.

YOUR MISSION
Be the trusted advisor to, and advocate on behalf of, Nulogy’s customers.  As a Customer Success Manager, you will be their partner from day one, working with clients to ensure they maximize the value they derive from Nulogy’s products and services. Your focus will be on the success of our customers leveraging our solutions as you grow to understand and champion their business.

JOB PURPOSE
Very simply, your purpose is to help our customers succeed.  As a Customer Success Manager, you will join a dynamic, talented team of individuals who are passionate about, and ultimately responsible for, the overall success of Nulogy’s solutions used by our customers.  This is a customer relationship role where you will develop a deep understanding of our customers’ business and provide strategic & technical guidance to their Information Technology and Operational leadership teams - rather than provide customer service.  More than anything, you are their trusted advocate inside our company!  

KEY RESPONSIBILITIES

  • Build strong relationships with our customers’ leadership team and be their go-to person for their strategic business direction
  • Learn from, and share, Best Practices within our diverse customer base
  • Drive product knowledge, increase adoption and identify up-sell/cross-sell opportunities within customer segments
  • Conduct demos on the products and showcase new functionality for existing clients
  • Manage the onboarding journey for new customers, from post-sale to go-live
  • Recognize opportunities and work proactively with customers through scope development, Statement of Work, resource allocation and delivery of new capabilities
  • Clearly translate our customers’ business requirements into technical product capabilities
  • Partner and collaborate with our internal teams on projects and customer-related matters
  • Identify industry patterns and trends as possible Nulogy opportunities

EDUCATION & TECHNICAL QUALIFICATIONS

  • Bachelor Degree - Business, Science, Engineering or Technical Degrees preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Excellent interpersonal skills and ability to stand up for your principles
  • Technical aptitude with strong business acumen
  • Effective at leading and facilitating customer meetings
  • Possess strong negotiation skills
  • Exceptional written and verbal communication skills
  • Detailed-oriented with strong analytical, planning and organizational skills
  • Ability to measure success through metrics and data
  • Ability to dynamically prioritize in a fast-paced environment
  • Be friendly, empathetic, patient and personable even under stressful circumstances
  • Able to travel up to 25% of the time

EXPERIENCE

  • 3-5 years of experience in CPG or supply chain
  • Experience in contract manufacturing or contract packaging environments an asset
  • Sorry Customer Service folks!  We're really looking for previous experience in a customer success, relationship-management or advocate role
  • Strong understanding of SaaS operating mode

NICE TO HAVE

  • Enjoys travelling - our customers are situated across 4 continents (and counting)
  • Loves technology and sharing this love with others

MOTIVATIONS, INTERESTS & PERSONAL CHARACTERISTICS

  • Passion for working in a close knit team and small company culture
  • Ability to speak other languages (eg. Spanish, French)
  • Great people connector and networking skills
  • Doesn’t take themselves too seriously

Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.

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