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We are looking for a Customer Success Manager and Client Advocate to be a part of a team who supports the success of our customer’s intelligent data migration projects in FileFacets

FileFacets is an online data analytics and content migration tool that automates data categorization and metadata attribution so that unstructured content from multiple sources can seamlessly populate Enterprise Content Management (ECM) systems. FileFacets uses unsupervised clustering and other advanced technologies to put the power of data science into everyone’s hands.

Customer Success Managers integrate technology, Marketing, Sales, Professional Services, Training and Support into a relationship product for the SaaS/Cloud era.  The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.

The operational role of Customer Success Manager includes participation in technology product design to create the tools that your customers need.  It’s about working with Marketing to find the right kinds of leads, the ones that Sales can bring into the company to become first-tier high-value assets.  Through on-boarding and training, the CSM group ensures that all customers are fully engaged and getting the value that they expect.  At every point, the team collects, analyzes and then uses data to make the customers’ experience of the company a seamless, consistent whole.

This position requires a self-motivated individual capable of meeting tight project timelines.  Experience with information management ECMs and SQL is a strong asset for this position.  This position is based in the FileFacets office in Kanata.

Responsibilities

  • Create customer friendly output custom reports in SQL as may be requested by client.
  • Interact with customers to elicit ECM and organizational requirements to guide their successful completion using FileFacets. Present solutions from a technical perspective.
  • On-board and facilitate training of customers on FileFacets software.
  • Troubleshoot customer concerns, assist them in the use of the software and guide them to appropriate channels.
  • Create and maintain comprehensive documentation as the customer interaction requires.

Requirements

  • Working knowledge of informational databases.
  • Excellent client-facing, written and verbal communication skills.
  • Solid organizational skills including attention to detail and multi-tasking abilities.
  • High energy level, strong work ethic, drive, integrity and accountability.
  • Self-sufficiency; ability to work independently and within a team environment.

Qualifications

  • SQL database knowledge and experience.
  • Working Knowledge of Enterprise Content Management Systems like SharePoint and OpenText.
  • Training in Information Governance or related topics (Metadata, Taxonomy).
  • Certifications and/or degree in Computer Science or a related field is strongly preferred.

About FileFacets

If you are interested in a career with FileFacets please send your resume to careers@filefacets.com 

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