Job Description

WHY JOIN FRESCHE?


Our distinct company culture has made us a top employer, as well a premiere choice for our customers for the last 11 consecutive years. We work hard to ensure that our values permeate the company and are reflected in everything we do. Whether it be in setting priorities, defining ideas, or carrying out processes, we are committed to ensuring that our values are manifested at all levels of our organization.

What you will do:

Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. This position will work closely with our operations team while representing the company's interests, developing business opportunities, and delivering measurable value.

In your day-to-day you will be responsible for:

• Helping customers adopt new products and services
• Monitoring client relations to ensure smooth progress
• Building and cultivating client relationships by understanding their needs and requirements
• Developing trust and acting as an ambassador for positive customer experiences
• Supervising and ensuring follow-ups on implementation and maintenance of services
• Recommending proactive resolutions and optimized support paths to expand client business development
• Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
• Leading small projects, including upgrades and changes
• Developing mutually beneficial value offerings between clients and the business
• Translating client strategic goals into concrete execution plans for business growth and added value
• Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
• Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
• Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
• Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
• Proactively engaging with customers in support of KPIs

What you must have:

• Strong track record of building trust with clients and maintaining strong business relationships
• Knowledge and understanding of the customer success process
• Excellent communication skills (verbal and written)
• Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
• In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations)
• Bachelor's degree in Business, Communications, or related field
• Relevant industry certifications (an asset)
• 5+ years of related experience
• Experience using sales software applications and CRMs
• Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
• Understanding of technical terminology and concepts
• IBM i and MSP knowledge (a plus)
• Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
• Works with transparency, honesty, and integrity, instilling trust
• Strong customer empathy
• Ability to work cooperatively with others in a team environment
• Adaptability and strong problem-solving skills

We are always looking for highly motivated, energetic, creative individuals who work well in a fast-moving team environment and are committed to excellence.

WHAT'S IT LIKE TO WORK AT FRESCHE?


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