Company: SysAid Technologies

Location: Toronto, ON

Expected salary:

Job date: Wed, 06 Nov 2024 23:10:40 GMT

Job description: At SysAid, we’re on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.The Customer Revenue Team is responsible for retaining and expanding SysAid customers. With a global customer base of thousands of customers, we have a unique opportunity to drive net retention revenue from our customer base, which is managed mostly by digital efforts. This is our largest segment of customers from a logo count perspective and total revenue contribution.SysAid is looking for a Growth & Retention Lead, Digital Success who is passionate about scaling mostly digital efforts to improve customer experience and increase product adoption, to drive net retention revenue. She or he is a strong cross-functional leader, with a proven track record of being able to scale revenue efforts using one to many digital campaigns. This individual will manage a small team of Account Executives (currently 2), as well as a Renewals Specialist. She/he will also have a Marketing Campaign Manager reporting through a dotted line. (Potentially a CS Ops dotted line resource as well)Who you are:

• You love scaling efforts for maximum impact and efficiency
• You’re a creative leader who not only has a playbook from experience but also can write new playbooks based on market conditions and course correction
• A strong cross-functional leader who can build the right internal relationships to ensure success
• Strong sense of ownership and accountability
• Demonstrated a history of driving change in the organization
• Implemented sustainable standard practices and supporting digital solutions
• Knowledge and experience working with digital, data to drive decision making
• Strong awareness of data best practices and what’s possible with rich data
• Excellent communication skills and ability to build compelling narratives with Digital and data and convince stakeholders
• Ability to frame and complete a high-level business case as part of driving change
• Have a “get things done” attitude. This role is about inspiring change, but committing to your business leaders to get them the data they need
• Ability to “get hands dirty” and hands-on, and develop digital solutions, dashboards, and work with Technology teams

What you’ll do:

• Serve as part of the Customer Revenue Leadership Team and report on key business and operational activities related to how we improve the overall customer experience while delivering on KPIs and revenue targets
• Create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers
• Develop new programs to improve the customer experience and improve department efficiencies
• Participate in sales calls with your Account Executives to drive revenue growth
• Coach Account Executives on sales calls to increase conversion rates
• Manage the pipeline of the Digital Sales Channel
• Own the in-product sales experience for existing customers
• Talent evaluation & management (performance reviews, performance management, etc)

Key Success Measures of this role:

• Net retention revenue
• Net Promoter Score
• Pipeline health (ratio of targets)
• Product Adoption metrics

• 3+ years of digital revenue responsibility, either as an eCommerce leader or with a SaaS organization that is more focused on SMB
• 2+ years of experience managing Account Managers/Account Executives at a SaaS company
• Critical decision-making capabilities and an “own the result” professional attitude
• High sense of urgency, who thrives in a fast-paced, monthly target-oriented environment
• Top-notch communication skills – verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise and diplomatic
• Strong project management, consulting, and process improvement skills
• Experience in an organization with demonstrated product-led growth
• Experience using a Product Experience Platform (i.e. Pendo)
• Bachelor’s degree in Computer Science, Marketing, or eCommerce preferred

SysAid is a fast-growing SaaS company that serves over 4,000 customers in 140 countries. They are looking for a Growth & Retention Lead, Digital Success to drive net retention revenue through digital efforts. The ideal candidate will have experience in scaling revenue efforts using digital campaigns, managing a team of Account Executives, and driving change within the organization. Key success measures for this role include net retention revenue, Net Promoter Score, pipeline health, and product adoption metrics. The candidate should have at least 3 years of digital revenue responsibility, 2 years of experience managing Account Executives in a SaaS company, and strong project management and communication skills. A Bachelor’s degree in Computer Science, Marketing, or eCommerce is preferred.