Senior customer partner (Team lead)

Company Description

Nous sommes Nurun, au centre de la créativité et de la technologie. Nous créons des expériences numériques qui aident à faire grandir les marques et à transformer les organisations. Nous sommes des hybrides qui organisent notre travail autour de la collaboration multidisciplinaire. Notre vision : l'humain d'abord, la technologie ensuite. Toujours les mêmes ingrédients, mais jamais la même recette: nous nous adaptons selon les besoins pour assurer l'excellence de nos produits.

Nous sommes un grand groupe de professionnels diversifiés réunis à Toronto, Montréal, Québec, Windsor, en Colombie-Britannique et même en Saskatchewan ! Qui sont ces professionnels ? Nous nous organisons en équipes de designers d'expérience, développeurs, partenaires clients, chefs de projet, stratèges et designers d'affaires.

Job Description

The Senior Customer Partner, Team Lead is responsible for leading a team dedicated to managing customer relationships, maximizing customer satisfaction and achieving the agency's financial objectives. This role is crucial to ensuring collaboration between the company and its customers, while supporting the development and growth of the team.

Your responsibilities:

Strategy and business development :

• Advise your customers on their business challenges related to technology and digital transformation.
• Participate in the development of strategies for business proposals affecting your customers
• Organize and lead planning sessions related to your portfolio activities
• Monitor, in conjunction with the project teams (strategy, project manager, production, creative, etc.), the progress of projects according to specifications (briefs) and customer expectations.
• Develop and maintain strong business relationships with customers
• Ensure sustained growth and profitability of your customer portfolio.
• Collaborate with your team and various internal departments to identify growth opportunities and develop strategies to seize them.
• Analyze market trends and customer performance to inform strategic decisions.
• Contribute to the development of customer business plans and help define growth and service objectives.

Leadership and team management:

• Lead, motivate and coach a team of customer partners to achieve performance objectives.
• Ensure professional development of team members through training and mentoring.
• Identify and implement process improvements to increase efficiency and quality of customer service.
• Monitor key performance indicators (KPIs) and propose corrective actions where necessary.

Qualifications

• Minimum 5-7 years' experience in an account management or customer service role, with at least 2 years in a leadership position.
• Agency experience is an asset;
• University degree in a related field, whether communications, marketing or administration;
• Flawless French/English bilingualism
• Ability to work in a dynamic environment and manage multiple priorities simultaneously

What sets you apart:

• Business creativity: when customers talk to you, you read between the lines and understand their needs even before they themselves know.
• Diplomacy: you are the customer's representative within Nurun and Nurun's representative within the customer. Your diplomatic skills will be put to the test.
• A lighthouse in a storm: you see change as a challenge, and are able to motivate customers and internal teams to face up to it alongside you.
• Crisis management: Crisis management is a time of high excitement for you, and it's in these situations that you're at your best.

Additional Information

By nature, Nurun is fundamentally human; from our culture of collaboration, to how we work with our clients, to how we empathize with and serve the customers of our clients. It’s critical that our candidates operate on this level, fostering and enriching our human-centric culture.

Nurun is also offering :

• 3 to 4 weeks vacation day one (depending on the experience)
• 10 extra days off during the holy days and 2 personal day
• 6 sick days/mental day
• After a year, you’re allowed to work fully remotely up to 6 weeks in any countries where we have an office
• Competitive health insurance (dental, vision, short/long term disability)
• Internal program to support our employee against cancer
• Internal program to support our employee with fertility
• Hybrid work model with 3 days a week minimum in the office
• A flexible schedule that truly allows work-life balance;