Senior Technical Account Manager

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.

We are looking for an experienced relationship-focused, technical Senior Customer Success Manager to oversee Loopio for Salesforce®, a product of Loopio. This is an ideal opportunity for an individual who wants to take their career in Customer Success to the next level! In this role, you will be caring for all Loopio for Salesforce® customers and work with top global brands to deliver an unparalleled customer journey focused on driving value and developing deep level relationships that will maximize our retention within these accounts. You will also work cross functionally on many critical projects to drive forward our product and customer journey. You’ll also be joining a rapid-growth company, with endless opportunities to accelerate your career! Are you ready for your next adventure?

• Manage both the Technical and Account Relationship with our Loopio for Salesforce® customers, owning the Technical Account Plan to align with customer objectives and owning the Success Plan to validate business value
• Responsible for developing and maintaining SME-level knowledge for Salesforce and Loopio for Salesforce solutions to support customers
• Build meaningful, deep relationships with Loopio for Salesforce® customers from top global brands through engaging emails, phone calls, and in-person meetings
• Harness your entrepreneurial spirit, dive deep into curiosity and challenge the status quo to construct and deliver an enterprise-level customer experience
• Develop creative strategies to increase customer engagement, drive growth, reduce churn, and produce Loopio for Salesforce® advocates
• Provide ad-hoc technical consultancy, advice and guidance using product and general Salesforce expertise, including the timely communication of potential issues that may cause disruption
• Own subscription renewal and expansion presentations, communications and pricing negotiations
• Implement the customer journey for Loopio for Salesforce® customers based on value-driving milestones and adapt as the needs of our customers and the business evolve
• Measure and action on engagement data and support the development of a Customer Health Score framework
• Work with the Support, Product and Development Teams to communicate customer feedback and priorities and build cross-functional partnerships
• Distill and present insights from our enterprise clients to internal teams, including our Senior Leadership Team
• Share Customer Success stories through case studies, blog posts, and internal communication
• Coach and mentor the professional growth of the Customer Experience Team by fostering a culture of continuous learning and development

• 3+ years of Technical Account Management, Solutions Consulting or Customer Success experience
• Proven technical experience using and operational understanding of Salesforce CRM is required (with Trailhead certifications as an added bonus!)
• Self-Starter with a passion for continuous learning and desire to teach others
• Impeccable written and oral communication skills; you’re talking to our customers, after all!
• Ability to take complex scenarios and deliver value driven solutions 
• Confidence in judgement; you can identify & forecast potential risks with your customers and communicate those in high-level detail for support
• Masterful relationship-building skills; people find it really hard to not like you
• Extremely analytical; you leverage data in all of your decision-making
• Highly organized; able to effectively navigate requests and priorities 
• Results-oriented; you always have your next goal in mind, and a plan to get there
• Highly strategic; you like to understand the big picture and new ways to drive forward high-level organizational goals
• Experience writing sales proposals or responding to RFPs is a huge plus
• Experience with and confidence in, configuring pricing proposals and negotiating with different levels of stakeholders would prove valuable in this role

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We have Hub Regions spanning across Canada, UK, and India, which means that employees live and work remotely within a 300 KM radius of Toronto (within Ontario),Vancouver (within British Columbia), Ahmedabad (within Gujarat), Pune (within Maharashtra), and London (UK) and work within regular business hours in their timezone. 
• You’ll collaborate with your teams virtually (we’re just a Zoom call away!) and have established core sync hours and focus time during the workday to enable us to work smarter together

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s 
• You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
• You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
• You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up! 
• Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
• You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment.
• We have Employee Resource Groups, various fun virtual activities, and many more moments for us to have fun and learn together! 
• You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!

We recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups. 

Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.