SUMMARY

Cascadia Scientific is excited to be adding a Customer Success Manager to our team. Cascadia is a clean-tech company and leader in the application of machine learning in the mining industry with clients spanning five continents and including some of the largest mining companies in the world. We deliver an IIOT platform that measures and reports high accuracy fuel consumption in a mining haulage environment and delivers insights to drive efficiencies in operations. Cascadia is headquartered in Vancouver, Canada with employees based in several countries around the world.

As the Customer Success Manager – North America you will be responsible for driving adoption and operational excellence of our services by ensuring an optimal end-user experience. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from Cascadia Scientific. The role will require close collaboration with several internal areas within the organization.

PRIMARY RESPONSIBILITIES:

• Act as the dedicated customer success specialist, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.
• Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions.
• Foster and nurture relationships with various stakeholders within client organizations, ensuring their satisfaction and working alongside the assigned Account Manager to uncover expansion opportunities within existing accounts.
• Maintain proactive and effective communication with clients, swiftly addressing concerns, overseeing actions, and managing any escalations that may arise.
• Establish and deploy standardized methodologies across diverse mining use cases, contributing to consistent excellence in experience management.
• Partner hand in hand with Account Managers to construct comprehensive account strategies, fostering growth and advancement.
• Develop informative content that empowers users to maximize platform utilization and gain insights into our product's future direction.
• Initiate cross-functional ventures aimed at elevating the overall customer journey, ultimately enhancing contentment and loyalty among our clientele.
• Expertise in delivering valuable feedback to project management for product and portal enhancement.
• Fundamental knowledge of mathematics and basic statistics, encompassing concepts such as measures of central tendency (means, medians and modes), standard deviations, statistical distributions, sample size and population, regression and time series analysis.
• While not a prerequisite, familiarity with data science and machine learning would be a significant asset in this role.

REQUIRED EXPERIENCE:

• 3 years in similar Customer Success / Customer Experience roles
• Previous experience with CRMs such as Salesforce, Zoho
• Degree in Science/Math/Engineering preferred
• Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus)
• Proficiency in team collaboration across the organization, coupled with the capability to operate autonomously and initiate tasks independently.
• A strong drive to tackle customer issues and a steadfast dedication to enhancing customer experience and contentment.
• Skill in effectively communicating technical concepts to non-technical stakeholders in a clear and understandable manner.
• Adeptness at multitasking, as the role necessitates engagement in numerous projects and initiatives concurrently.

PREFERRED QUALIFICATIONS

• Proficiency with Office 365 tools
• English proficiency is required
• Developing visualizations and dashboards with Power BI or Tableau
• Work experience in mining or mining supply is a plus
• Availability to travel to different customer mine sites

WORKING CONDITIONS:

• This is a hybrid role located in Surrey, BC.

BENEFITS:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Vision care
• Work from home

SCHEDULE:

• 8 hour shift
• Monday to Friday

• Note: This job description is reviewed periodically and may be subject to change. This role may require other tasks from time to time.