Customer Success Manager, Smartmail Marketing

All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.

Job Description

The Customer Success Manager (CSM), Smartmail Marketing is responsible for the Corporation’s larger enterprise, strategic and important customers. They have full accountability for the Direct Marketing (DM) budget and growth as well as joint accountability for delivery of the overall account budget (base revenue & new and incremental growth). Responsible for establishing and maintaining a trusted advisor relationship with customers that results in overall customer satisfaction, product adoption, and product retention. Acts as a relationship manager to the customer and continuously advocates for the customer’s interest within Canada Post. Works to grow influence and partner with external influencers such as Media Agencies, Advertising Agencies, and Print and preparation partners. Ensures that Canada Post’s solutions, products and services are considered and included in the development of the customer’s marketing media and advertising spend (e.g. print, broadcast, radio and digital). Creates, develops, and closes all marketing opportunities, while providing the customer solutions that leverage the breadth of Canada Post’s products and services.

Job Responsibilities

Below are the main job requirements and responsibilities for the Customer Success Manager, Smartmail Marketing.

• Strategically plans and manages the DM line-of-business growth within their assigned customer base. Facilitates and participates in joint strategic planning with customers to share short and long-term advertising goals and direction and success indicators. 
• Works to achieve agreed revenue and growth targets across the assigned list of customers and territory.
• Ensures the adoption and usage of Canada Post products and services across the customer’s organization and proactively monitors revenue growth that has been identified for the customer. Executes growth plans with assigned customers to expand the consumption of existing offerings and demand for new offerings.
• Builds deep, positive relationships with customer leads as well as their teams and works to maintain high levels of customer satisfaction and assigned volume and profitability expectations. Acts as the interface between the customer and Canada Post and continuously advocates for the customer’s needs across the corporation while providing feedback to CPC’s internal teams on how to serve the customer better.
• Identifies growth opportunities and accelerates the adoption of new solutions by helping prioritize projects and supports activities that deliver the best return on the customer’s investment within the shortest timeframe. Acts as the technical resource for media and direct marketing to the customer, using their strategic capabilities and experience.
• Ensures growth in revenue within the customers’ business and across the assigned territory from SMM sales by managing strategic relationships with customers and influencers across their organizations, to drive product adoption and maximize customer retention by ensuring that Canada Post’s SMM products and services meet their business needs
• Gains an in-depth, thorough understanding of the customers’ business needs and provides advice, consultation and recommendations to customers’ senior management regarding SMM solutions that address their advertising or business requirements.
• Establishes credibility with customer’s executive and key influencers across the customer’s internal and external organization. Ensure integration with the customer’s platform across all CPC’s webservice

Job Responsibilities (continued)

• Develops and employs appropriate competitive sales strategies, and continually modifies these strategies to meet changing business, industry, and customer circumstances. Maintains the customer’s success scorecard and ensure all assigned metrics are met in a timely fashion. Represents the voice of the customer to inform CPC’s sales process or product roadmap.
• Conducts customer and industry education sessions on the potential for SMM within organizations and provides thought leadership and regular updates for key influencers to keep them current on the changing advertising and media marketplace.
• Maintains and grows existing customers through appropriate propositions and ethical sales methods, and extensive multi-level internal liaison, to optimize opportunities, quality of service, business growth, and customer satisfaction. Identifies and escalates potential SMM solution expansion opportunities to SMM Line of Business LOB.
• Leads the negotiation, creation, execution, and renewal of customer contracts. Prepares customized business cases when required and manages the negotiation for customized rates. Ensures customer satisfaction is met or exceeded while manging business optimization. Design accurate and well documented strategies and manages projects using all CPC’s corporate tools.
• Secures corporate resources to support sales plans and achieve SMM growth objectives.
• Implements competitive displacement strategies by capitalizing on advertising industry knowledge, experience and relationships and professionally leveraging that with the customer leadership base.
• Supports Canada Post’s marketing and product departments, and management through their insight and experience with the development of new products, promotion strategies, and activities for SMM.

Qualifications

Education
• Degree in Administration/Commerce/Marketing OR equivalent education and/or experience with a minimum of 5 -10 years of significant and relevant sales/consulting experience in marketing or media (particularly print).

Experience
• Experience leading large, strategic projects involving cross functional groups (project management skills would be a strong asset)
• Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers
• Experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery
• Experience successfully managing customer success scorecards and achieving defined metrics
• Experience in selling media to customers leveraging successful solution selling techniques.

Other Candidate Requirements
• A passion for media sales and marketing and a demonstrated commitment to continuous professional development.
• Demonstrated ability in sales closure in a highly competitive industry. Strong understanding of and presence with customer direct and agencies.
• Thorough knowledge of one or more of the following: Media buying and planning, Direct marketing, Product Development and Implementation, Advertising
• Demonstrated ability to interpret and effectively communicate complex concepts to clients at various organizational levels using both written and verbal methods.
• Outstanding consultative selling, analytical skills, and business acumen with demonstrated knowledge of business fundamentals including finance, marketing, business, planning and communication.
• Extensive knowledge of competitive marketing and advertising industry trends, SMM issues and technologies.
• The ability to influence and persuade others and present detailed concepts both verbally and in writing to stakeholders at all levels including the “C –suite”
• Maintain relevant skills, knowledge, and certifications as applicable
• Strong customer service orientation with excellent presentation and storytelling skills
• Excellent decision-making and ability to plan and organize in a self-directed environment.

• Valid Driver’s license.

Other Information
In-depth knowledge of telecommunications providers is an asset. 

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity

Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory. 

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

Accommodation

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated.  All information received in relation to accommodation will be kept confidential.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Our Leadership Behaviours 
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner that aligns with the corporation’s best interests.
Accountability – An individual who strives for performance excellence and who holds themselves and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things. 

Our Values

We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success because this matters to all communities and customers we serve. 

Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.

Safety – We are committed to a safe and healthy environment for all our stakeholders.
Customer – We serve Canadians with pride and passion.
Respect – We treat each other with fairness and respect.
Integrity – We act responsibly and with integrity.
Transformation – We will innovate and transform to win in the marketplace.