Customer Experience Manager

About Cority

Cority helps customers see and prevent risks across their operations in real time. Our EHS+ platform converges people, data, and AI agents to provide a clear view of information people can trust, automate workflows that make people more impactful, and deliver personalized insights and expertise to improve decision-making. While most solutions respond to risks one at a time, Cority helps prevent them across environmental management, employee health, safety, quality, and sustainability. For 40 years, Cority has been the market leader in EHS+, recognized by top analysts and trusted by more than 1,500 of the most complex organizations worldwide. Cority has received many awards for its strong employee culture and outstanding business performance.

To learn more, visit www.cority.com.

LOCATION: Remote (Canada)

PRIMARY RESPONSIBILITIES:

• Engagement: Develop and implement strategies to enhance customer interactions, increase product usage, and drive customer loyalty.
• Infuse enthusiasm: You will ignite a sense of excitement with customers, encouraging adoption and expansion where possible.
• Proactive Outreach: Regularly engage with customers to understand their needs, gather feedback, and promote product enhancements.
• Administrator Relationships: Build strong, trusted relationships with key customer administrators of the Cority platform, serving as their go-to contact for adoption, best practices, and feedback.
• Customer Advocacy & Retention: Drive initiatives that enhance customer satisfaction, reduce churn, and turn customers into brand advocates.
• Liaise: Engage with external Cority User Groups and customer communities, represent Cority at user group meetings and events, arrange additional Cority representation as needed, and build and sustain long-term partnerships.
• Train: You will lead high-level online training sessions to drive user adoption.
• Strong collaboration: This role works closely with Sales, Operations, Support, Product, and Marketing, partnering with Product and Marketing to plan and facilitate customer engagement initiatives.
• Learn & Connect: Manage all aspects of the Learn & Connect series, including scheduling, customer participation, and topic selection.
• Net Promoter Score: Oversee our NPS program, distribute surveys through the platform, respond/follow up to survey responses, engaging other Cority teams as needed.
• Reference Program: Develop and grow our reference program, identify key references, track engagements.
• Interact: with cross-functional internal teams (Product, IT, Sales, Marketing, Professional Services) to improve the entire customer experience.
• Improve: customer experiences through methods such as recording product release training videos, offsite customer round tables, and training webinars.

QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:

• Excellent communication, problem-solving, and relationship-building skills.
• Strong client-facing skills including communication skills, expectation management, information management, and presentation skills.
• Demonstrated ability to build strong relationships with key customer administrators and confidently represent the company to external customer groups.
• Ability to analyze data and provide actionable insights to improve customer experience.
• High attention to detail and organization skills.
• Proven ability to drive customer engagement, retention, and satisfaction.
• Passion for delivering exceptional customer service and fostering long-term client relationships.
• Ability to quickly learn new solutions and technology.
• Proven track record of working in a fast-paced, agile work environment will be given preference.
• Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.).

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WHAT’S IN IT FOR YOU?

• An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture
• We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance
• Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.)
• Annual fitness allowance
• Mental health support provided through access to Calm Premium meditation app and access to Talkspace
• Access to learning tools & platforms, internal training programs, annual training allowance and certifications (if applicable), and High Talent Programs