We are looking for a Head of Customer Success based in Toronto to lead our Customer Success Team. The successful candidate will have a significant role in the success of implementing the world’s leading e-permitting software for municipal building departments across Canada and the USA. He/She will lead a growing team of customer success professionals in both countries, implement new customers, and provide support to our customers. The Head of Customer Success will be responsible for leading the customer success team and developing best practices.

The Head of Customer Success will report to the Vice President of Cloudpermit, North America, Jarkko Turtiainen.  

About Cloudpermit

Cloudpermit is the world’s leading e-permitting software for municipal building departments.

We are a SaaS cloud-based platform expanding across North America and Europe (used in more than 300 municipalities and growing) that was built for municipal building departments with municipal building departments.

Cloudpermit delivers a state-of-the-art e-permitting software that helps municipalities conduct on-site mobile inspections, issue permits at least 50% faster than paper-based systems, enables the public to apply for building permits online, and implements within weeks, not months.

Head of Customer Success Responsibilities

Implementation of Cloudpermit products in North America

·            Successful and efficient implementation toward our public sector customers

·            Project management, team management, and quality of customer-focused delivery

·            Generate timelines, estimate costs, and ensure projects meet the needs of the client organization

·            Oversee and support multiple implementation projects

·            May be involved in pre-sales product demonstrations or assisting with scoping projects or developing proposals

Customer Support Function in North America

·            Build and run Cloudpermit’s Customer Support function in North America

·            Supervise customer support day-to-day operations

·            Effectively manage number of tickets and issues coming from the team and customers, based on agreed SLA(s)

·            Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution

·            Further develop best practices within CustomerSupport

·            Provide timely feedback to the product team about service issues, bug issues, and customer concerns

Line Management Duties of Customer Success Team Members

·            Lead team meetings, processes, and trainings

·            Execute recruitment and other staffing duties

·            Provide leadership to the Customer Success team to ensure they constantly provide best in-class services

Head of Customer Success Qualifications

·            5+ years of experience leading Customer Success teams, preferably within technology/SaaS companies

·            Experience using online tools in implementation, training and customer support

·            Experience working in mid-sized organizations

·            Project management experience

·            Performance management experience

·            Public Sector experience is a plus

·            Strong communication, leadership, and coaching skills

·            Must be customer-centric and have the ability to adapt/respond to different personalities

·            Able to multi-task, prioritize, and manage time effectively

·            Confident dealing with difficult conversations

·            Self-motivated and can manage change with a positive attitude

 

Company Culture

 

The Cloudpermit team is comprised of highly-motivated, positive, and technologically-savvy team members. We enjoy working as a team to solve problems and thrive on collective and personal success. The Cloudpermit work environment is inclusive, challenging, and rewarding – you can expect to enjoy: 

·            Competitive salary and bonus, with a full benefits package

·            An innovative and welcoming team

·            Transparent management

·            Tremendous opportunity to grow professionally

·            Flexible work-life balance and an option to work remotely

 

Apply for this position by contacting:


Jarkko Turtiainen

Vice President of Cloudpermit, North America

647 248 7761

jarkko.turtiainen@cloudpermit.com