Customer Relationship Manager

LifeRaft (Social Navigator Inc.) is a company based out of Halifax, Nova Scotia, that provides a SaaS-based threat intelligence platform to security and business risk teams in the corporate/commercial sector. Our platform, Navigator, is intelligently designed to identify, track, and investigate issues related to fraud, protective intelligence, threat mitigation, corporate espionage, counterfeit identification, and asset and infrastructure management.

Navigator is used world-wide by Fortune 100 companies, global organizations, and investigative firms. Our team is constantly innovating and developing the platform to anticipate and respond to the evolving needs of our customers, further bridging the gap between physical and digital security challenges. 

Responsibilities

What you'll do once you get the job (after you celebrate):

  • Work closely with Account Executives (AEs) and Customer Success Managers (CSMs) to gain Navigator product knowledge and understand client experiences
  • Manage a portfolio of clients; build and maintain relationships with key account contacts
  • Develop and execute strategies to optimize retention and revenue growth opportunities
  • Create a disciplined and structured approach to help clients identify and achieve their goals and objectives
  • Improve client understanding of the Navigator platform within the account to drive adoption and growth
  • Manage risk of revenue loss
  • Create a profile of company and product value for the customer on an annual basis
  • Perform quarterly reviews - set goals and conduct ongoing meetings with customers to communicate product updates, best practices, and garner an understanding of the various ways they are using the platform
  • Track all performance indicators (usage, customer satisfaction, feedback from CSMs & AEs)
  • Develop a deep understanding of customers' use cases and how we can help achieve success
  • Provide advice to Support and Marketing to develop training materials, such as written instructions, feature videos, and onboarding sessions - aligning language and use cases with end-users to drive ROI for the client

Qualifications

What you need to get the job:

  • Management experience (people and projects)
  • Experience managing customer loyalty/retention
  • Experience working for a Software as a Service company would be preferred 
  • Knowledge and understanding of sales cycle best practices
  • Excellent interpersonal skills with the ability to manage customers virtually (over the phone and via WebEx)
  • Desire to learn and become an expert in our customers' workflow and internal processes
  • Experience in a sales-focussed organization would be an asset

What will get you bonus points:

  • A sense of humour
  • No fear of dogs (semi-mandatory)
  • Board games you don't mind occasionally sharing with the team
  • Willingness to pitch in and wear different hats occasionally (figuratively, not literally)

Work With Us

Additional perks (beyond loving your new job):

  • Office dogs
  • Flexible hours
  • Benefits (after probationary period)
  • Free parking
  • Partial phone plan coverage
  • Well lit, comfortable working space
  • Great office parties
  • Hilarious co-workers
  • Mediocre office-supplied coffee
Apply Now