Strategic Customer Success Manager

  • Montreal
  • Customer Success
  • Full-time
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What is Coveo all about? The Best information. Everywhere. Every Time. Recognized as the leader in intelligent search and insights, Coveo enables users to benefit from the latest, most relevant information for their needs. This is how Coveo raised US$172M at $1B+ valuation for AI-based enterprise search and personalization in 2019.

Major companies such as Comcast, Citrix, Humana, Hewlett Packard Enterprise, Tesla, Teradata and Tableau use Coveo to better answer their customer inquiries, facilitate self-service, accelerate innovation and sell more (and better) Via a number of products to personalize experiences.

What is it like to work at Coveo? You’ll come to join a team of passionate people with an innovative mindset that constantly pushes the envelope. Then you’ll enjoy learning with the best, the empowerment and trust from the leadership and the major projects you’ll be given leadership on. And you’ll stay for the  “Work Hard Play Hard” mentality; we sweat it off at work and know how to have fun and facilitate a balance with your personal life.

The Challenge

As a Strategic Customer Success Manager, you will work proactively with strategic accounts who have recently launched Coveo solutions to guarantee your strategic customers success on their journey to become Intelligence Experience Heros. 

You will be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting maximum value from their Coveo investment. You will take a consultative approach to ongoing learning to address skill deficits and to support the release of new product features and functionality to ensure a healthy client relationship with our major clients.

There won’t be any typical day in this position, but some priorities to focus on:

  • Provide an outstanding experience to Coveo’s enterprise B2B customers as they complete the sales and implementation process and transition to the care of the Customer Success Management team.
  • Grow customers’ depth of understanding by providing educational sessions on new and existing features.
  • Act as both the Domain Expert (Knowledge Management & Search) and product Superuser for the customer base.
  • Be on the lookout to spot and identify  upsell opportunities.
  • Work closely with the entire account team on strategies to drive adoption and ensure value realization.
  • Stay up to date with R&D and Product Management teams to identify, drive and prioritize improvements in product offerings, processes, systems and tools to solidify the relationship with the client(s).
  • As the primary point of contact for strategic customers, liaise with all departments throughout the organization to better understand customer goals/outcomes and ensure quality of product configuration for customers in the implementation process.
  • Advocate the customers’ needs/issues internally, across departments.
  • Create customer advocates to generate strong references, referrals and case studies.
  • Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative.

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and contribute in building a long-term relationship with multi billion dollar accounts. You also have to thrive in a dynamic, fast-paced environment yet highly rewarding culture.

Among other things, you will bring the following skills to the table:

  • Tech-savvy. Strong technical enterprise-level computer software background supporting customers in a SAAS environment, preferably in support or commerce platforms.
  • Strategic mindset. Experience in a relevant industry working in leading roles and/or owning projects within multi-billion dollar companies.
  • Strong functional consultative approach. 7+ years of experience in a customer success or solution consulting role.
  • Excellent communication skills. Ability to adjust communication style and level of detail based on the seniority of the audience.  
  • Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets. 
  • Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
  • BS / BA or other degree required
  • 3+ years of Experience with Enterprise Content Management, KCS, or other Knowledge Management methodologies, a plus.
  • 3-5 years of experience with CRMs, a plus.
  • Bilingual (French and English), a plus!

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife!

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!