HIRING | Full-time position
Customer Success and Operations Manager
The opportunity
Are you looking to join a fast-growing startup where your impact is felt every day? Panorama is looking for a Customer Success and Operations Manager, passionate about relationship building and motivated to structure and optimize our processes to support our growth and ensure an exceptional customer experience.
This key role will enable you to design and deploy scalable customer success strategies, build strong and lasting relationships with our customers, and identify new opportunities. You will also ensure the quality of our solutions and proactively manage our accounts, contributing directly to Panorama's rapid growth. If you enjoy solving problems, anticipating expectations and working in a dynamic environment, this is the opportunity for you!
About the role
As Customer Success and Operations Manager at Panorama, you will play a key role in user experience and internal process improvement. You will design customer success strategies, strengthen customer relationships and identify opportunities to maximize customer satisfaction. Your proactive approach will ensure smooth onboarding, rigorous account management and delivering quality solutions, while anticipating customer needs to maintain a high level of satisfaction.
Your responsibilities will include the following.
Design and implement scalable customer success strategies:
Align internal initiatives with customer needs and Panorama's overall objectives.
Ensure effective onboarding:Support new customers in their adoption of the platform to ensure a smooth and lasting integration.
Maintain strong, lasting relationships:Build trust, become a strategic partner and provide ongoing support to our customers.
Identify business opportunities:Gather feedback from users, analyze their needs and collaborate with internal teams to propose new offerings, approaches or enhancements likely to generate sustainable value.
Foster satisfaction and loyalty:Propose solutions and respond rapidly to user concerns.
Proactively manage customer accounts:Anticipate needs, monitor performance and implement corrective or preventive actions to support Panorama's rapid growth.
Guarantee the quality of solutions provided:Ensure the responsiveness, relevance and effectiveness of responses to user concerns, to ensure their satisfaction and loyalty.
Evolve internal processes and tools:Recommend, implement and maintain internal processes and tools to provide an overview of the current state of customer accounts and anticipate their needs.
About you
You could be the ideal candidate if:
- You have proven experience in account management or customer service, ideally in an Enterprise SaaS or technology context.
- You excel at human interaction: empathy, active listening and problem-solving.
- You're an autonomous person, able to manage several projects and customers simultaneously.
- You're curious, proactive and motivated by the idea of constantly improving processes.
Qualifications
Experience:You have at least 4 years' experience in a similar or related role.
Ability to work in a startup environment:You're at ease with a fast-paced environment and changes of direction that can happen very quickly!
Bilingual: Fluent in French and English, essential for communicating with our users and our team.
Background: Knowledge of or interest in software solutions and their implementation.
About Panorama
Panorama is SaaS governance software that automates board processes while providing best-practice recommendations. With our innovative technology, we enable boards to create more value and make informed decisions while being more efficient and agile.
We recruit on the basis of our five values and your past experience in making an impact.
Do you recognize yourself in these values? You could be the ideal candidate:
- Growth mindset
- Trust and communication
- Focus on customer experience and satisfaction
- Agility and speed with a long-term vision
- Data-driven
Our most recent accolades
- 🏆 Winner of the IMPACT prize 2024 @ Startupfest awarded by the Fonds de solidarité FTQ
- 🏆 Top 20 startup revelations of 2024 by Québec Tech
- 🏆 Top 105 most promising startups @ Web Summit 2023 in Portugal
- ⚙️ Currently incubated at Centech, a 2-year propulsion program among the 10 best in the world according to UBI Global
- Several media appearances including: La Presse, Les Affaires, InfoBref, Le Nouvelliste, etc.
Customer Experience at Panorama
At Panorama, customer experience is at the heart of our mission. Well-supported customers are satisfied customers, which is why we invest in strong, personalized relationships.
You will have the opportunity to collaborate with a passionate and innovative team, to participate in the implementation of evolutionary processes and to have a direct impact on the success of our users. Together, we redefine governance through an exceptional customer experience.
Join an innovation-driven startup, where your impact is real and felt.
The Panorama team is based in Montreal, and we work in person 3 days a week, in our Griffintown office (Bonaventure metro). If your experience comes close to what we're looking for, don't hesitate to apply.
