Job Overview
Support customers in Canada and the United States to maximize value from a cloud platform for automated infrastructure design in energy, telecom, and transport sectors. Focus on building relationships, driving adoption, and contributing to AI initiatives in a fast-paced startup environment.
Responsibilities
- Lead onboarding and roll-outs for new customers, ensuring smooth implementation.
- Deliver training and product updates to drive adoption and usage.
- Run workshops on use cases and best practices with customers and technical team.
- Build strong relationships with key stakeholders and act as their strategic partner.
- Gather customer needs and collaborate with Product to resolve issues and influence the roadmap.
- Monitor customer health, identify risks and upsell opportunities, and support renewals.
- Help improve customer support processes and define key customer success metrics.
- Collaborate with Sales and Marketing by providing product and customer insight.
- Travel occasionally to meet customers and teammates.
- Contribute to AI strategy, adoption, and initiatives.
Qualifications
- Post-secondary education in a technical or business field related to energy, infrastructure, GIS, or software, or equivalent experience.
- Experience in B2B customer success, account management, or product management, ideally in SaaS, GIS, utilities, or energy.
- Proven track record managing enterprise or international customers, driving adoption and retention.
- Strong analytical and problem-solving skills; confident working with data and usage metrics.
- Excellent communication and stakeholder management skills with technical and non-technical audiences.
- Ability to manage multiple projects, prioritize, and work independently in a fast-paced environment.
- Willing to adopt and propose AI-based strategies and approaches.
- French and English at professional working proficiency; additional languages are an asset.
- Thrive in diverse, cross-cultural teams and are curious, proactive, and customer-focused.
