Enterprise Customer Success Manager, Thentia
+ Bonus
Govtech platform for regulators
Job no longer available
Govtech platform for regulators
21-100 employees
Job no longer available
+ Bonus
21-100 employees
Company mission
To provide the technology and leadership that agencies deserve, enabling them to achieve success now and long into the future.
Role
Who you are
- Bachelor's degree (or equivalent) in a related field; master's degree in management-related field preferred
- 6-plus years of Account or Relationship Management required
- 4-plus years in a SaaS environment, with database-driven workflow products; Regulatory industry experience a plus
- Proven success building and growing relationships within high levels of Government or with Enterprise/Fortune 500 clients
- Able to effectively prioritize and manage multiple complex customer relationships concurrently
- Experience providing insights, building relationships with, and driving value to C-Level contacts in a business to government or business to business environment
- Proven track record of sustaining and growing relationships and ensuring timely renewals
- Excellent communication, presentation, interpersonal skills, and an enthusiastic team-player
- Exceptional time management and organizational skills, detailed-oriented, and meticulous
- Ability to work in a dynamic, fast-moving environment and switch gears, as necessary
- Self-starter, independent work ethos, able to work virtually with various team members across multiple locations
- Strong problem-solving skills, ability to get to in front of challenges and see issues through to resolution
- Strong proficiency in Microsoft Office Suite
- Experience in Customer Relationship Management (CRM) tools
What the job involves
- As the CEO of the customer, Thentia’s Enterprise Customer Success Managers are responsible for the full lifecycle of the Customer relationship, and the growth of trusted partnerships with our customers
- From onboarding and adoption, an onwards through a customer's journey, the “ECSM” will utilize strong collaboration skills to improve Customer outcomes and drive value in partnership with other organizations including working directly with Sales, Services, Product, Marketing, Technical Support, and Finance
- This is a strategic relationship building position working with some of the largest regulatory bodies in each state or province
- The Enterprise Customer Success Manager is accountable to and works with some of our top-tier customers to understand their regulatory business, communicate relevant updates and changes as they occur and ensure their overall success with our applications and services
- The role will see our Enterprise Customer Success Manager serve as point of contact on all customer matters, including
- Own the overall Customer relationship; ensure customer satisfaction, retention, and growth
- Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Thentia’s technology from executive sponsors to day-to-day contacts
- Provide consistent, predictable and transparent communication to all external and internal stakeholders
- Manage all aspects of the customer contract renewal lifecycle including proactive customer communications and collaboration with Thentia’s legal and finance teams to negotiate contracts and maximize value
- Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals
- Facilitate customer/end user platform adoption, efficacy, and growth
- Document use cases, develop success plans, and advocate for your customers influencing our product development and future roadmap
- Leverage expertise to expand the customer’s use of the Thentia platform
- Establish a trusted advisor relationship with our customers to drive strategic value
- Build, maintain, and leverage appropriate relationships within each Customer to influence adoption and create strong support for new opportunities
- Manage customer escalations; build/maintain rapid channel of communication to customer in case of online service-related issues and events
- Up-sell and uncover new revenue opportunities through partnership with Sales
Our take
The effectiveness and efficiency of government agencies is vital in enabling them to best serve their citizens, but regulators working for these agencies can face time-consuming manual processes and inconvenient technology. Thentia Cloud for Government is an industry-leading govtech platform that is built by regulators, for regulators, delivering comprehensive solutions for the unique nature of their work.
The company has built a platform which enables regulators to manage all their regulatory requirements within one centralized, highly configurable platform. On top of its technological capabilities, Thentia also delivers access to comprehensive regulatory expertise, allowing its clients to benefit from the industry experience of its leadership.
Thentia's platform has 9 million active users, and the company has worked with numerous self-regulated and government entities across Canada and the US, as well as globally - with plans to continue expansion into the future. And with successful funding under its belt, the company is ready for even more growth, with plans to invest in AI and enhance its ability to meet the needs of its expanding global client base.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$10m
SERIES B
Jan 2024
$38m
SERIES B
Total funding: $68m
Company benefits
- Healthcare: Thentia offers first-class health, dental, and vision insurance plans to all employees
- Paid time off: Thentians are guaranteed a minimum of three weeks' vacation, in addition to generous allotments for other types of leave, such as sick days and compassionate care days
- Year-end bonuses: We provide the potential for discretionary performance bonuses for non-sales-based colleagues, based on meeting company and individual performance goals
- Professional development: In line with our values, we provide you with the accountability and autonomy to do your job and with stretch projects and assignments which in turn create personal and professional growth
Company HQ
St. Lawrence, Toronto, ON
Leadership
Brian Utley
(CEO)Prior to joining Thentia in 2024, Brian founded Periscope Holding in 2001 and spent 20 years as the President and CEO.
David English
(CFO)Previously CFO at Choreo, Periscope Holdings, Vector Solutions, Ryan, and Thomas Group.
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