Customer Empowerment Manager

Posted Jun 21

Customer Empowerment Manager

Toronto or remote anywhere in Canada

Full-Time

Lumerate is growing rapidly, and we’re searching for a Customer Empowerment Manager to join our Zapyrus Team for the journey!

Who is Lumerate?

We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces. Our vision is to be the world's most useful and trusted source of information for professionals seeking to understand what's happening in their industry.

Our mission: To deliver industry awareness to an ever-increasing number of people, in whatever way helps them to make the most informed decisions, take the most immediate action and be the most awesome at their unique jobs.

All about Zapyrus:

Zapyrus, Lumerate’s second product, is an intelligence tool designed for sales professionals in the MedTech industry to help them understand what is happening in their niches. Today MedTech service providers such as CROs, quality, regulatory, design & engineering, and manufacturing houses all over the world trust Zapyrus for their sales research. Zapyrus is on an exciting growth journey in its early days and we are excited to find like minded individuals seeking the opportunity to experience firsthand how a brand grows from initial launch to market maturity. We are excited to meet innovative thinkers who have customers in their hearts and are looking to get their hands dirty in building out new processes as we grow together. With any successful startup journey, being together to solve complex challenges is a key factor in success. This is why we are looking for an individual that can add a hybrid presence to the Zapyrus team.

What the role looks like:

Reporting to our Commercial Director, you’ll immerse yourself deeply in the unique workflows of our users around the world. You’ll become a trusted advisor to each designated customer by providing them with training, guidance and support that will help them get the most out of the Zapyrus. The feedback that you collect from our customers will be a critical lifeline for our engineering team, and you’ll play a role in shaping the future of the product. The data that you process will have a direct value added impact to the customers you empower. You’ll experience the impact of your efforts daily, as our customers often rave about how much we’ve simplified their day-to-day work!

What you’ll be responsible for:

Zapyrus-related data responsibilities (25%)

  • Ensuring that Zapyrus clients receive MedTech insights through our data publication process (e.g. event annotations, key MedTech data point publication)
  • Managing the Zapyrus customer help page to ensure that information is up-to-date and value added to Zapyrus users
  • Helping with the retrieval and maintenance of contact information for MedTech companies to ensure users receive the most accurate and timely contact information

Customer-related responsibilities (60%)

  • Managing and growing a designated book of accounts within the wider client base
  • Developing a deep understanding of customers’ strategic priorities to help them derive business value from Zapyrus
  • Leading 1:1 product onboarding sessions with customers to help them set up their accounts, and leading subsequent product training sessions thereafter
  • Building relationships with key stakeholders in the account to develop a champion at every level
  • Acting as the voice of the customer and provide internal feedback on how Zapyrus can better serve our customers
  • Be an integral part of the client’s team as a trusted advisor/sales enablement manager
  • Collaborate with internal, cross-functional teams (e.g. business development, data, product, new market development) to deliver effective solutions to customers centered on their desired outcomes
  • Collaborate with cross brand customer success teams to identify areas of opportunity to strengthen customer/account relationships
  • Leading the management and resolution of user questions and technical requests

Process building related responsibilities (15%)

  • Building out an intercom process to handle customer communication (to and from Zapyrus customer support team)
  • Work with Zapyrus marketing and customer acquisition team to develop new customer engagement initiatives (e.g. product training completion LinkedIn badges)
  • Building pathways to track customer metrics (e.g. engagement, retention, feedback collection, etc…)
  • Helping to define and develop processes and strategies to increase retention, identify expansion opportunities and mitigate churn risk
  • Ensuring all documentation is up to date and reflects the most current best practices related to customer empowerment for the Zapyrus brand
  • Creating customer empowerment Salesforce dashboards to track key success metrics
  • Collaborate with the Zapyrus data, sales & marketing teams to ensure customer communications are effective and receiving the appropriate return on investment (ROI)
  • Developing Mixpanel processes to capture and reflect customer usage of Zapyrus
  • Using Salesforce to maintain diligent administrative records for each customer, including the documentation of conversations

Who will be successful in this role?‍

  • A curious person who is passionate about how data and product connects to meaningful user experiences
  • Someone who thrives in the wearing of many hats throughout the day as it relates to building out a new brand
  • Someone who gets excited about learning new things and becoming a leader in their career journey
  • A person that enjoys making challenging strategic decisions
  • Someone that like to experiment, tinker, and test their ideas in the pursuit of continuous improvement
  • A people person who is deeply passionate about and skilled at developing strong business relationships
  • A person with strong building mindset who is interested in growing in an emerging market segment
  • Someone who takes pride in contributing to the success of others, and is willing to go above and beyond to help them get there
  • An excellent communicator who can effectively convey ideas and emotions via email, phone, video conferencing and in-person interactions
  • A life-long learner who prioritizes personal development and strives for continuous growth
  • Someone who is metrics-oriented and is motivated to achieve goals
  • Someone who is detail-oriented and likes puzzles. In your cover letter include the word located at these coordinates 43.63612711640289, -79.44091416807237.
  • An optimist who persists in the face of challenge

What we’d love to see in your work history:

  • Instances where you’ve acquired new knowledge quickly
  • Experience in a customer-facing role in a business to business setting, ideally one in which you supported enterprise clients
  • Demonstration of data handling skills through Excel or Google sheets
  • Experience working at a SaaS company and/or in the, biotech/pharma/medtech industries
  • Experience with upselling, cross-selling and meeting sales targets
  • Experience using Salesforce, Hubspot, Intercom, preparing contracts, and invoicing

Why Zapyrus? Fancy perks etc.

  • Be a part of shaping a new brand in the MedTech/healthcare industry
  • Be a key leader in shaping the future of Zapyrus customer empowerment and support
  • Earn yourself some equity (employee options make up 20% of the value of the company at all times)
  • Be a part of a tightly knit team with a thriving hybrid and remote culture
  • Three weeks paid vacation + paid statutory holidays + unlimited unpaid vacation
  • If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days per week
  • Upgrade your home office setup with our remote or hybrid stipend
  • Join us for our annual all-company retreat when we reach our goals (past destinations include Bermuda, Iceland, Costa Rica, and Portugal)
  • Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes)
  • Take part in our Employee Giving Program (you choose the causes and the company provides the funds)
  • Basic and extended health and dental benefits
  • Paid and topped-up maternal and parental leave

Location:

If the successful candidate is based in the Greater Toronto Area, she/he/they can choose to participate in our hybrid experience, by working from home 2 days/week, while enjoying the benefits of in-person interactions at our Toronto office 3 days/week.

If our successful CEM is based elsewhere in Canada, he/she/they will work remotely 100% of the time.

Salary:

Base salary between $50K-$80K CAD (based on experience) + monthly bonuses (based on performance)

Start Date:

The start date is end of July 2023 but flexible according to the availability of the successful candidate.

Already picturing your first day as our next Customer Empowerment Manager? Apply now with your cover letter and resume! We look forward to hearing from you. ‍Please note that applications without a cover letter will not be considered.

Lumerate Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.