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Customer Success Manager

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Business Unit Carrier Job ID 30081174 City Toronto State Ontario Country Canada

Date Posted:





LOC13089: 408-90 Sumach Street, Toronto, ON M5A 4R4

Customer Success Manager

BrokerBay is shaping the future of how brokerages, agents and consumers transact in real estate. We’re an advanced cloud-based ecosystem designed to replace the clunky legacy systems previously used by brokerages across North America. We’re on a mission to consolidate, automate, and revolutionize the way brokerages do business from start to finish. 

As one of the fastest growing real estate startups in Canada, there’s no better place to be if you’re looking for a dynamic work environment with plenty of room to flex your professional muscles.

What does the role look like?

The CSM role at BrokerBay is at the forefront of our growth. As a rapidly growing team there is ample opportunity to punch above your weight in this role with strong ownership opportunities from the get-go.

This role is at the intersection of relationship and project management. Our CSMs are at the wheel of every client launch, negotiating the many moving parts it takes to transition an entire marketplace onto our platform. 

Working with an Implementation Specialist, CSMs guide the client from implementation to launch, providing training to the client's membership base (1000+ seats), hosting and owning weekly calls and deliverables with the client team and liaising with Engineering to manage custom requests from users.

What You’ll Be Doing:

Managing the launch of client accounts by advising on platform configuration and ensuring clients reach milestones in a timely manner as they prepare for launch

- Ensuring continued success of accounts reaching 1000+ users. We transition entire marketplaces, so this is your chance to work with large accounts regardless of your level.

- Leading 1+ hour long live training demos for clients and their executive teams

- Supporting, troubleshooting and solving client issues when needed

- Contributing to our onboarding strategy to improve the client experience

- Following up with clients post-launch in renewal discussion. This includes identifying trends in the client's behaviours, tracking client health, and deploying strategy to ensure a long term relationship.

You’re Right For The Role If: 

- You have stellar project management and problem solving skills. You are able to manage multiple competing projects and deliver on projects with a high degree of organization and timeliness. You have experience tackling unexpected issues in a professional manner, developing a clear plan of action and executing on it.

- You build strong relationships and are an A+ communicator able to simplify complex concepts. When it comes to client requests you can creatively provide best practice solutions in place of un-needed feature requests and consistently drive value when connecting with clients.

- You have a strong ability to seek and discover when it comes to understanding new platforms and finding your way around obstacles. You can then integrate this knowledge and educate your clients regarding the best use cases of the product and its implementation.

- You have experience working in a Customer Success or related role with a clear track record of managing relationships, independently overseeing projects and working with technology.

Why we love working at BrokerBay (and you will too!)

Our team is tight-knit, whip-smart, and loves a good joke. You can find us innovating (or playing ping pong) at our shiny downtown Toronto office— we’re transforming the real estate landscape one feature at a time from home or from the office. .

We’re ambitious, goal-driven, and take on big challenges together. 2021 has proven to be our busiest year yet and we’ve got our sights set high for 2022 🚀

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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