fobi
Customer Success Manager
Vancouver, British Columbia
Sponsorship not specified$70k-$85kDetected 20 days ago
Data AnalysisProject ManagementJiraConfluenceHubSpotGoogle AnalyticsCRMAccount ManagementExcelOnboardingCustomer SuccessCustomer SupportCommunicationCollaborationProblem SolvingOrganizational Skills
About the role
- This role requires a proactive approach to problem-solving and a commitment to understanding and addressing customer needs.
Responsibilities
- Feedback Collection: Gather and analyze customer feedback to identify areas for improvement and work with the development team to implement changes.
- Relationship Management: Build and maintain strong, long-lasting customer relationships, acting as a trusted advisor and advocate for the customer.
- Customer Success Plans: Develop and implement customer success plans to drive product adoption, retention, and growth.
- Uncovering Revenue Opportunities: Identify and pursue upsell and cross-sell opportunities within the customer base to drive additional revenue growth.
- Issue Escalation: Manage and escalate customer issues as necessary, ensuring timely resolution and customer satisfaction.
Requirements
- Typically, two days in the office per week, more as required.
Nice to have
- A minimum of 3-5 years of experience in customer success, account management, sales, or a related customer-facing role is required.
- Proven track record of managing customer relationships and delivering successful outcomes.
- Experience in a SaaS or technology company, as well as in a managed service company, is preferred.
Skills
- Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively.
- Proficiency in project management principles and practices, with experience in coordinating and leading projects.
- Strong analytical skills to interpret customer data, identify trends, and make data-driven decisions.
- Technical Proficiency:
- Proficiency in HubSpot CRM, Jira, Confluence, & Trello.
- Familiarity with customer success tools and platforms.
- Understanding data analysis and reporting tools (e.g., Excel, PowerBI, Google Analytics).
- Competitive salary and benefits package.
- $70,000 to $85,000
- Employee stock options.
- Extended health benefits.
- A dynamic, innovative, and inclusive hybrid work environment.
Compensation
- Competitive salary and benefits package.
Company info
- Lead the onboarding process for new customers, ensuring a smooth and efficient setup and integration of our products and services.
- Conduct training sessions and workshops to educate customers on product features, functionalities, and best practices.
- Assist with the creation of training materials as needed.
- Working with the VP of Marketing, the Customer Success Manager (CSM) is responsible for building strong relationships with our customers, ensuring their satisfaction, and driving customer success.
- Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and efficient setup and integration of our products and services.
- Product Training: Conduct training sessions and workshops to educate customers on product features, functionalities, and best practices. Assist with the creation of training materials as needed.
- Customer Support: Support customers by addressing their inquiries, resolving issues, and ensuring their satisfaction.
- A chance to be a part of a leading company in the emerging field, shaping the future of mobile wallet pass utility and value.
Equal opportunity
- equal opportunity employer.
Visa & Work Authorization
- These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket, merchandise, food, and beverage sales and bolstering advertising and sponsorship engagements.
This listing is sourced directly from fobi's careers page and normalized into a canonical job model.