Program Manager

Client Experience · Toronto, Ontario
Department Client Experience
Employment Type Full-Time
Minimum Experience Experienced

Who We Are

The grocery industry is in a state of flux. Consumers are embracing technologies, devices, and services that make everyday tasks like shopping, cooking, and list-making quicker, easier, more fun, and more efficient. Mercatus empowers grocers to adopt this change driven by consumer demand, allowing them to grow with the evolving needs of today’s shoppers.  We create and build web and mobile applications exclusively for grocery retailers, helping them to extend their brand’s online presence, offer personalized experiences to their customers, and sell their products on the web. This is all done through one cohesive, enterprise-grade SaaS platform.


The Opportunity

As a member of the Client Experience team, you will work closely with a portfolio of retailers and serve as their biggest advocate and primary point of contact. You are responsible for overall client health, managing the client journey and fostering ongoing adoption. A Program Manager creates value for the client through the ability to build productive relationships, identify business needs and solve client problems. You will be instrumental in reporting status and ensuring alignment between many stakeholders across multiple areas of the organization while also managing all aspects of the budget, schedule, risks, issues, reporting and governance of projects.


What You’ll Do:

  • Be the leading client advocate for a portfolio of assigned retailers - build solid relationships with key stakeholders within Mercatus and foster relationships with the client for successful support
  • Develop a deep understanding of the client business objectives and act as their account point of contact
  • Own the client lifecycle journey model (commencing from onboarding through to renewal)
  • Evaluate program effectiveness with ongoing metrics analysis and provide improvement recommendations using practical business cases
  • Develop and present quarterly priorities for visibility and feedback alongside the management team
  • Construct strategies to manage and scale client relationships to maximize growth, ensure retention and deliver quickly to market
  • Optimize the implementation process to ensure effective onboarding and project delivery
  • Collaborate with teams cross functionally through the delivery of valuable client feedback to support product enhancements and account renewal
  • Work with teams cross functionally to drive client value, adoption, maturity and growth through our technology
  • Work closely with Finance to ensure accurate revenue recognition and timely invoicing
  • Remain in touch with industry/market dynamics 


What You Bring:

  • 5-10 years proven experience in program management
  • Experience with technologically complex accounts 
  • Proven stakeholder management skills
  • Experience working with Tier 1 or Tier 2 grocery retailers
  • Strong customer-facing experience with exceptional relationship and trust-building skills
  • Ability to efficiently manage multiple complex accounts and work with various points of contact internal and external  including third party partners, Engineering, Product, Marketing, Sales, Finance, business sponsors, executive sponsors, etc.
  • Have solid experience in effectively identify risks and mitigate customer churn
  • Be able to identify revenue growth opportunities
  • Competency in SalesForce and Smartsheet


Nice to Haves: 

  • PMP certification
  • Experience with APIs and third-party integrations


Travel

  • This position may require travel


What You’ll Get:

  • Competitive compensation & employee stock option plans
  • 100% company-paid benefits plan starting day one
  • Team Udemy account
  • Wellbeing programs to look after your mental and physical health, including a lifestyle & wellness spending account
  • Employee Referral program
  • Collaborative and supportive work environment
  • Fun (Virtual) Company socials and events to build strong relationships with your colleagues

 

The Team

We’re not just helping grocery retailers grow, we’re helping more than 80 team members grow personally and professionally. The best thing about working at Mercatus is the people. We solve challenging problems every day. We’re scaling a company where people can build their work around their life, and not the other way around.


Flexibility and full autonomy mean you’re in the driver’s seat to create a schedule that works for you and your passions. We’re looking for people who will make our culture even better people who have a desire to collaborate and bring their unique creativity to the table. If that sounds like you, we’d love to hear from you.


Mercatus is committed to fostering a diverse, inclusive, and accessible work environment. Environment. We are proud to be an Equal Opportunity Employer and are committed to the principles of equal employment opportunity and non-discrimination. We welcome and celebrate differences because we believe a multitude of perspectives fosters innovation and will help us grow as a team and ultimately achieve our goals. Our culture is one of belonging in which each person is accepted and valued for their individuality. As such, if you require any accommodation during the recruitment process, please let us know so we can work with you to meet your needs.


We thank all of those who take the time to apply; however, only those short-listed will be contacted.


No unsolicited agency referrals, please.

    Thank You

    Your application was submitted successfully.

    • Location
      Toronto, Ontario
    • Department
      Client Experience
    • Employment Type
      Full-Time
    • Minimum Experience
      Experienced