Position Overview 

This is an exciting and challenging customer advocacy opportunity in a software environment. We are looking for a Customer Success Manager who is adept at building lasting relationships and finding elegant solutions to complex problems. As a Customer Success Manager, you will be responsible for the loyalty, retention and strategic growth of a portfolio of Intelex customers. You’ll work with customers on both a proactive and reactive basis through email and Teams/Zoom sessions, with a primary focus on long-term strategy, user adoption and customer satisfaction. While prior customer success and/or EHSQ familiarity with the EHSQ industry is highly valued, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, desire to problem solve, and is willing to go above and beyond to help our customers.  

Responsibilities and Deliverables 

Own the ongoing Intelex relationship with assigned customers as it relates to increasing adoption, ensuring retention, and securing loyalty.  Work to establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.  Developing, preparing, and nurturing customers for advocacy.  Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.  Evaluate and identify opportunities to drive process and system improvements to positively impact solution experience.  Advocate customer needs/issues across Intelex departments.  Inform and educate customers of Intelex initiatives and product updates.  Manage the risk identification and tracking process until issue resolution.  Identify success stories and secure customer references  Track customer metrics and maintain customer health scorecards with clear action plans  You will partner with the Technical Customer Success and Account Management teams to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction 

Organizational Alignment 

This position reports directly to Manager, Customer Success. 

Qualifications 

Skills & Work Traits 

Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.  Demonstrated track record of maintaining customer retention rates and high levels of customer satisfaction.  Strong problem solver with ability to analyze and make educated decisions.  Compelling communicator both written and verbal; communicating with C/VP level audiences, and the ability to present technical issues to a non-technical audience.  Intelligent, self-motivated, quick thinking, and fast learning.  Thirst for knowledge and willingness to learn.  Results driven with a proven ability to project a positive attitude.  Reprioritize on the fly and have excellent organizational skills and attention to detail.  Ability to carefully balance customer advocacy with the goals and direction of the business.  Understanding of Environmental, Health, Safety or Quality is considered an asset. 

Technical Competencies 

Prior experience with CRM and Support applications.  Comprehensive grasp of software application requirements / architecture 

Experience 

At least 3 years of experience in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.  A quantifiable ability to drive 90%+ customer renewals and customer success rates  Proven to have strong relationship building skills and able to show examples of getting to “Trusted Advisor” status within your accounts.  This position may require up to 15% travel 

Education 

Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience. 

Other Requirements 

Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification 

Meet the Team! 

Sylvana Pedota, Director, Customer Success 

Sylvana has been with Intelex for the last 8 years. She had previously held positions in Professional Services, Customer Experience and Customer Support. She is passionate about Customer Advocacy and mentoring and developing the members of her team. When not at work, you can find Syl travelling the world, getting her hands dirty in her garden or rocking out at a concert! 

 

 

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Intelex

Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex’s friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions. Visit www.intelex.com to learn more.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.