Client Success Operations

About PSD Citywide
PSD Citywide is a leading provider of enterprise asset management, maintenance, financial, GIS, and permitting software solutions, along with advisory services. Offering the only purpose-built, fully unified cloud-based SaaS solution for municipal governments, PSD Citywide supports the management of over $400 billion in municipal assets across North America. With a multidisciplinary advisory team of Asset Management, Finance, Engineering, and Municipal practitioners, combined with an in-house software development group, PSD Citywide delivers comprehensive solutions to ensure best-in-class service for its clients.

The Client Success Operations is the back-end support of our sales teams, supporting the teams with administration ensuring our sales, marketing, and finance teams have access to the tools and data to successfully perform their day-to-day duties and meet their KPIs. They will be responsible for supporting all activities by sales on the Salesforce platform, understanding the business needs of prospects, and helping the sales teams with overall business processes, increased efficiency, and ensuring success with sales conversion. They need to stay up to date with product features and be aware of changing functions of products, services, and processes. They will also be a key resource throughout the sales process, supporting RFPs, proposals, demos, and other research initiatives for their respective regional field sales teams. This is a Full-Time Hybrid role based in London, Ontario.

What we offer
Competitive Salaries: We recognize and reward your skills and experience with a competitive pay structure.
Benefits Package: Dental, Vision, Health benefits together with our full benefits package to keep you and your family covered. 
Company Matched RRSP Contributions: PSD Citywide offers a 4% company-matched RRSP contribution, if you contribute a certain percentage of your salary to the group RRSP, your employer will match that contribution up to 4% of your salary, effectively doubling your retirement savings. 
Flex Hours & Paid Time Off: Enjoy flexibility in your schedule and paid time off to recharge when you need it.
Summer Fridays: Friday’s off for 10 weeks in the summer months. Spend time in the sun with friends and family! 
Social and Charity Events and Initiatives: Join PSD CityKind! A group dedicated to fostering kindness and community engagement across North America.
Career Framework: Clear paths for growth and development, helping you reach your career goals with ongoing learning and mentorship.

Job Duties & Responsibilities

• Working cross functionally with subject matter experts from the PSD team.
• Support the sales team on opportunity management through administration and filing of the creation, updating, and closing of deals
• Contribute to team success by constantly updating Salesforce and keeping the team informed on client interactions
• Document and create a client knowledge repository for new client set-up within Salesforce to support onboarding and customer success teams’ post-sale
• Maintain data integrity within customer records in Salesforce and other systems to support business planning and KPIs for the senior management team
• Collaborate with Marketing to ensure proper lead management processes, metrics, and policies are being followed and reported on
• Support client retention by maintaining communication with new and current clients.
• Assist in preparing PSD proposals, contracts and charters that are consistent with existing business operations
• Support the RFP team as needed to ensure that information required by sales is delivered in a timely manner to ensure success
• Support completion of grants for clients including providing reports
• Working with the respective RM, compile and circulate monthly reporting for use in regular meetings with the C-Suite advisory team (CEO, CFO, CMO) including data tracking requests tied to KPIs
• Manage the operational aspect of on-boarding new sales employees and transitions of existing employees
• Monitor system adoption and data compliance and governance from all field sales representatives and inform each RM accordingly
• Support travel planning and coordination, expenses, and the planning of demos/workshops.
• Be knowledgeable on PSD products and pricing to communicate to clients
• Other duties as assigned

Qualifications

• Post Secondary degree or diploma in relevant areas (Business, Finance, Marketing etc.)
• 1-3 years of successful business development experience
•  Demonstrated progressive relevant experience and an understanding of sales operations
• Strong attention to detail to be able to prioritize multiple projects
• Salesforce experience and knowledge of enterprise SaaS tools
• Excellent problem solving, project management, interpersonal and organizational skills
• SaaS and B2B experience preferred
• Highly analytical and process-driven, with high problem-solving and communication skills
• Advance skills with MS Word and Excel
•  A highly collaborative person with excellent interpersonal, communication, and problem-solving
  skills - including the ability to communicate effectively with stakeholders at all business levels
• Highly motivated, self-directed, and committed to delivering exceptional client satisfaction
• Ability to quickly learn and then communicate the value of new PSD methodologies, products, and services
• Professional self-starter with a commitment to constantly upgrade skills through continuous learning
• Deadline driven individual with strong verbal and written communication skills, attention to detail, creative, and able to collaborate with team members with professionalism and tact
• Proficient with Google suite, MailChimp, GoToWebinar
• Advance skills with MS Word and Excel

The Candidate Journey

Resume Review: Once you apply, an actual person will review your resume and we are committed to getting back to you with a response. 

Phone Interview: PSD’s People and Culture team will connect with you to learn about your experience and discuss the role further. They’ll also give you an understanding of what the interview process involves, along with an estimated timeline. 

Virtual Interview: Depending on the position, there will be one or two interviews with the Hiring Team that will include questions related to your skills, work experience, values and goals. We provide the opportunity to meet with a wide range of staff members so you can learn more about life at PSD Citywide. 

Offer/Feedback: The Hiring Team will debrief and make a decision within a few days of your final interview. If successful, your Recruiter will present you with a verbal offer, followed by a formal offer letter via email. If the timing was not right for this particular opportunity, we will connect with you and provide feedback. 

PSD Citywide is committed to ensuring equal access and participation for people with disabilities. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility.

We are committed to accommodating people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process. Should you require any accommodation, please indicate this when you apply, and we will work with you to meet your accessibility needs.


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