Customer Success Manager

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

Job Purpose:

OnX Canada is seeking a seasoned Customer Service Manager to lead our Cisco services and software subscription initiatives. This role requires a strategic, customer-focused individual with deep experience in Cisco products and software subscriptions, process optimization, and customer success metrics. You’ll also play a critical role in identifying upsell opportunities and driving increased value for our clients.

Essential Functions:

• Customer Success Management: Responsible for managing our Customer Success platform to ensure a healthy
• Customer Health Score.
• Client Onboarding: Facilitate the onboarding process for new client, ensuring compliance with company policies
• and financial controls.
• Contract Management: Work with legal and procurement teams to review, track, and maintain vendor contracts,
• ensuring terms are met and renewals are managed appropriately.
• Adoption Engagement: Responsible for improving adoption metrics utilization and tools and processes available.
• Manage Software Subscriptions including cross-selling and up-selling.
• Reporting: Prepare monthly and quarterly reports related to vendor activity, performance, and expenditures for
• review by senior management.
• Collaboration: Work closely with cross-functional teams, including finance, procurement, operations, and legal, to
• resolve any issues and streamline the vendor management process.
• Compliance: Ensure all vendor-related activities are compliant with internal policies, tax regulations, and any
• applicable laws.
• Process Improvement: Continuously assess and recommend improvements to the vendor management process to
• drive efficiency, cost savings, and better vendor relationships.

Education

• Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses

• Certified Cisco Customer Success Manager (CSM) preferred
  

Experience

• 8+ years of experience
  

Special Knowledge, Skills, and Abilities

• Strong understanding of Cisco’s software ecosystem.
• Mandatory experience with Cisco LCA and DLSE platforms and CX processes.
• Experience with outcome based selling.
• Strong knowledge of Cisco software subscriptions and contract management.
• Knowledge of CRM and subscription management platforms.
• Experience with customer success metrics and process design/improvement.
• Ability to analyze data and make strategic recommendations.
• Exceptional communication and relationship-building skills
• Detail-oriented and process-driven
• Strong analytical and problem-solving mindset
• Proactive and results-focused
• Comfortable working in a fast-paced, customer-centric environment
• Collaborative team player with leadership potential

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.