West Technology Group→
Client Experience Manager at West… · Toronto
Skills
Job Description
We believe everyone has a story to tell and we’re passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations! Our products are built so storytellers can do their best work. But we’re not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.
At Notified, we believe that exceptional client experiences are the heart of long-term success. We are a dynamic, customer-focused organization dedicated to delivering outstanding service and building lasting relationships. We are adding a passionate and strategic Client Experience Manager to our team to elevate every touchpoint of the client journey.
Shift: 8:30a-5:00p ET
Location: 155 University Avenue, Toronto. Enjoy a hybrid work schedule with office days on Tuesday, Wednesday, and Thursday, and the flexibility to work from home on Monday and Friday.
Job Summary: Client Experience Managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer’s awareness of Notified, product capabilities and to support the customer’s business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach
Essential Duties: This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.
Develop a thorough understanding of Notified product offering and roadmap.
Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.
Advocate for client interests within the organization, ensuring their needs are considered in decision-making.
Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.
Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)
Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.
Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.
Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.
Contribute towards Client Experience Vision, to delight and give clients the experience they need
Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.
Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.
Analyze customer adoption and platform usage trends
Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.
Drive special projects and initiatives in relation to corporate strategy and customer engagement.
Minimum Qualifications:
Education:
Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience and Skills:
Minimum 3 years in a customer service, account manager, success or similar role with demonstrated record of success required.
Demonstrates strong ability to understand client needs, provide appropriate solutions, manage expectations, and convey information accurately
Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
Strong prioritization, organizational and time management skills.
Strong Microsoft Office and Office 365 skills.
Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
Prior experience with CRM systems.
Travel / Physical Demands:
No travel required. Office environment. No special physical demands required.
The starting salary for this role is expected to fall within the range of $70,000 - $75,000 CAD annually, commensurate with the candidate's qualifications and experience.
Award-Winning Technology & Service
- #1 Press Release Distribution, Summer 2025 G2 Report
- PR Innovation of the Year, 2025 Gold Stevie Awards Winner
- Platinum Winner, 2025 Titan Business Awards
- 2025 PRWeek Awards Finalist
- Inc. 2024 Best in Business List
- Best Press Release Distribution Company, MarTech Breakthrough Awards
Don’t meet every single requirement?
At Notified, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Learn more at https://www.notified.com/ or follow us on LinkedIn, Instagram and Twitter.
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