Client Success Manager

PayByPhone • Vancouver, BC

9d

About The Position

The Client Manager oversees all aspects of client relationships, ensuring the highest level of client satisfaction. They act as the client’s PayByPhone advocate to build strong, long term relationships. This entails identifying different ways to increase adoption, ensuring client questions are addressed, and onboarding new clients by acting as their project manager. Success in this role should ultimately lead to the renewal of our contracts, an increase in PayByPhone adoption, and result in positive references from our clients.

Requirements

• Demonstrated experience / projects
• Minimum 5 years of prior experience in client account management
• Strong proficiency in MS Office Suite, specifically Excel
• Salesforce experience an asset
• People Management experience (if applicable)
• Able to train and mentor junior team members
• Minimum 5 years of prior experience in client account management
• Minimum 3 years of project management experience dealing with clients in a technical environment
• Previous sales skills is an asset
• Bachelor’s degree in Business Administration, Computer Science, Information Systems OR an equivalent combination of training and experience
• The ability to travel to the US is a must.

Responsibilities

• Build strong, long-term relationships with assigned clients
• Partner with clients to drive adoption of PayByPhone
• Renewal of Clients’ contract with PayByPhone
• Overall responsibility for day-to-day management of numerous clients
• Project manage new clients onboarding activities including: define project scope, schedule, and task lists as well as set up of client locations, testing, and internal communications
• Coordinate communications between internal and client’s marketing team
• Assist with client query resolution; routing questions and enquiries internally as appropriate, securing satisfactory answers and responding to clients in a timely manner
• Regular check-ins with client on a monthly/quarterly basis
• Organize, document, and communicate project post go-live analyses
• Upsell of additional PayByPhone product(s) where appropriate
• Work to engage, retain and develop client partnerships and grow revenue
• Collaborating with internal PayByPhone teams, especially Product Development on upcoming features and identified defects.
• Coordinate with Commercial team on Client account management
• Escalate queries and issues when appropriate
• Provide training to clients on PayByPhone product suite
• Ensure Salesforce (SFDC) is regularly updated

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees