Job Description

Reporting to the Customer Success Lead, the Customer Success Manager will be responsible for overseeing customer portfolios, managing customer relationships, and the ongoing development of our onboarding process.

At Andgo, we value our relationships with our customers; this candidate is passionate about building relationships and continually working with customers to learn their ongoing challenges and successes, which in turn allows us to develop meaningful products. This will require working closely with our customers and a thorough understanding of the Andgo system’s operation, how it fits within a customer’s IT landscape, and their day-to-day business operations.

The Customer Success Manager will guide customers through the onboarding process, from design & discovery, implementation and training, and product launch. This role requires keen problem-solving skills and a customer-focused understanding of the Andgo system. Many of our customers are large HealthCare organizations that require multiple components when launching our platform: privacy, security, data integration, and validation, workflow optimization, change management, training, and communication. After onboarding, the Customer Success Manager will maintain a close relationship with the customer to ensure that the customer’s changing needs are being met throughout their relationship with Andgo.

The successful candidate has experience working with large organizations to roll out IT initiatives. An exceptional candidate is one who proactively identifies weaknesses in organizational processes and is actively working to make systems, training, and processes more straightforward and efficient.

Responsibilities

• Manage the onboarding timelines and deliverables, while keeping frequent communication with customers. Identify and mitigate project risks.
• Maintain communication with existing customers regarding upcoming system upgrades and potential opportunities to improve user experience.
• Understanding the customer’s contract and SLA.
• Working with the Finance team to ensure customers are invoiced correctly.
• Expanding portfolio revenue through the introduction of new features and modules and increased user count.
• Design and execute an onboarding plan with key stakeholders that include design & discovery, implementation and training, and product launch.
• Work closely with internal teams to report on customer needs, user trends, and resolving customer inquiries.
• Contribute to the development of onboarding documentation; assist with customer proposals
• Represent the customer’s interests internally at Andgo.

Required

• Bachelor’s degree or relevant experience in Computer Science, Business, Project Management, or related field.
• 3+ years of Software Project Management experience, including communicating deliverables and schedules, and maintaining accountability across all stakeholders.
• Solid experience in Relationship Management and/or Customer Success Management.
• Outstanding emotional intelligence and a collaborative mentality.
• Experience reading financial statements and contracts.
• Exceptional communication, writing, and time management skills. Ability to prioritize and multi-task work.
• Ability to measure and communicate progress to customer leadership.
• Experience with enterprise-scale applications and the modern IT landscape.

Work with us!

• Remote-friendly (Canada/US)
• Health & dental benefits
• Professional development budget
• 4 weeks of vacation
• Flexible Hours
• 10% Time: work-related side projects of your choosing
• Great team members
• Opportunity to make an impact on Canadian Health Care

**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

We believe that we, as a team, work best when we work closely together, and when ideas can be exchanged in an open and honest manner. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. You solve the right problems at the right time, in the right way.
• Exhibits a growth mindset. You won’t hear the words ‘because we’ve always done it this way’ at Andgo. We’re a growing company filled with growing individuals. You are always looking for new solutions, open to change and seeking knowledge.
• Shows Authentic Self. You contribute positively to Andgo’s culture. You support authenticity and fun in your workplace and community.
• Intelligence. Our team is built up of smart people who do good work. You create and elevate thoughtful, well defined solutions when proposing ideas.
• Good people, helps first. You have a service-first mentality, whether it’s helping a co-worker or a customer, you add value to every interaction. You have answers before our customers have questions.
• No ego. You thrive in an environment with open and honest communications. No ego means you understand feedback is an important process of improvement and are willing to change your view when presented with new, different or additional information.

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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