Customer Success Manager

Optel is one of the world's leading providers of traceability systems. Its mission: to use its innovative technologies to create a better world through responsible capitalism. The company's renowned solutions ensure the quality of healthcare products and contribute to combating counterfeit medicines and medical devices worldwide. OPTEL also adapts its technologies to various sectors - from healthcare to intelligent manufacturing, and more, all of which can benefit from global traceability. OPTEL's expertise will enable diverse industries to measure, inspect, control, and track a wide variety of elements in order to improve product quality and ensure responsible resource use.

Summary:
The mandate of the Customer Success Manager is to develop and protect OPTEL's client relationships by ensuring that clients derive measurable commercial value from our physical products and software solutions. This role is essential to client success, revenue growth, and establishing long-term partnerships. It involves direct contact with customers, accompanied by commercial responsibilities. The person selected excels in interactions with clients, thoroughly understands their business reality, and identifies proactive opportunities to increase value, usage, and revenues over time. Although this position does not involve cold prospecting or developing new accounts, it requires assurance, curiosity, and taking charge of commercial results within an existing portfolio of clients. We are looking for autonomous, credible, relationship-focused candidates with varied experiences and skills.

Main Responsibilities:

• Ensure and develop long-term client relationships within a portfolio of accounts, acting as a trusted commercial and strategic partner.
• Spend a significant amount of time interacting directly with clients to understand their operations, challenges, and evolving business objectives.
• Identify and stimulate opportunities for revenue growth within existing accounts, including expansions, additions, renewals, and cross-selling opportunities for both physical products and software solutions.
• Animate meetings and presentations with clients.
• Be responsible for commercial performance indicators related to clients, including renewal rates, expansion pipelines, and data accuracy in Salesforce.
• Closely collaborate with sales, project management, support, and product teams to align client needs with OPTEL's solutions and roadmap.
• Maintain a watchful eye on account health and proactively mitigate risks related to retention and satisfaction.
• Use Salesforce rigorously, ensuring that activities, opportunities, forecasts, and client information are constantly recorded and up-to-date.
• Serve as the client's internal advocate while balancing commercial and strategic objectives for OPTEL.
• Perform any other connected tasks

Required Skills:

• Possess experience in Customer Success, account management, or a commercial role involving complex products or solutions.
• Demonstrate solid commercial skills, with the ability to understand clients' concerns, communicate clear value propositions, and transform findings into concrete recommendations and revenue opportunities.
• Be very comfortable presenting to clients, animating discussions, and directing meetings with various stakeholders.
• Show excellent relationship-building skills and be able to establish trust through credibility, follow-up, and understanding of business objectives.
• Demonstrate a high level of responsibility and an approach focused on data, with experience using Salesforce (or a similar CRM) for pipeline management, performance indicators, and client information.
• Be organized, proactive, and comfortable managing multiple accounts and priorities autonomously.
• Avoid a collaborative approach and possess experience working across sales, product, and operations teams.
• Bilingual French and English required.
• Show great curiosity and willingness to learn and adopt new technologies, particularly artificial intelligence

Benefits:

• Competitive remuneration
• Flexible hours
• Virtual health clinic and employee assistance program
• Group insurance and dental coverage from day one
• RRSP matching with employer contribution from day one
• Free parking and electric vehicle charging stations, free coffee and fruit
• 50% reimbursement of monthly RTC Bus pass
• Multiple committees to get involved in (B-Corp Committee, Social Club, SST)
• Open and bright spaces and ergonomic workstations
• Company presence on multiple continents

OPTEL is an employer ensuring equal opportunities. We believe that diversity is essential for fostering innovation and creativity. We welcome and encourage applications from people of all backgrounds, cultures, gender identities, sexual orientations, abilities, ages, and beliefs. We commit to offering a fair and inclusive recruitment process, where each candidate is evaluated solely on their qualifications, skills, and potential. At OPTEL, the unique perspective of each employee contributes to our collective success and we celebrate the richness that diversity brings to our team.

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