Customer Success Manager

Traction Complete•Vancouver, BC

4d•CA$80,000 - CA$90,000•Remote

About The Position

As a Customer Success Manager, your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even smoke signals, if required. The individuals at Traction who thrive in this role view solutions from a holistic point of view. They’re advocates for their clients and they have an ingrained sense of curiosity. They put the team ahead of themselves and are driven to have a huge impact on the results of the company. At Traction Complete, we empower our customers with great technology. Built on the Salesforce platform, we enable some of the world's largest companies, like Zoom, to deliver exceptional services and achieve their missions. At our core, we are driven by a strong desire to support and uplift our clients. Traction Complete has been honored as one of Forbes' Fastest Growing Companies in North America as well as the Great Place to Work for two years in a row. We take immense pride in our product development, outstanding customer service, and the strong relationships we build with our partners and clients. Community is at the heart of everything we do. We’re seeking individuals who are eager to join a dynamic team of engaged professionals who view business as more than just a means to generate revenue. We’re passionate about making a positive impact on our customers' lives through innovative solutions and genuine care. As part of our Traction team, you'll experience a strong sense of camaraderie. We support one another through challenges, celebrate each other's successes, and grow together in an environment where collaboration and shared achievements drive our collective success. If you're looking for a workplace where your contributions are genuinely valued and your growth is supported by a team that truly cheers you on, you've landed on the right page.

Requirements

Certificate or degree in technology or computer science
2+ years in a support, customer service or technical analyst role
Ability to think critically and analytically
Ability to multitask in a super fast paced environment
Ability to work independently and autonomously
Willingness and passion to quickly learn skills and knowledge that you don’t currently possess
Strong leadership skills
Desire to be the best at what you do and a part of something bigger than yourself

Nice To Haves

Some experience with Salesforce.com is a definite asset

Responsibilities

Be the first line of response and the last line of resolution
See the world through the lens of a customer
Work with business development and product team to find bugs and squash them
Respond in a meaningful and quick manner
Manage outages and advocate the impact internally
Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error
Teach and mentor clients with how to use our products better
Thrive in high-pressure situations and stay focused on finding solutions
Quick learner and a strong attention to detail for support case documentation
Contribute to the Traction knowledge base
Know when to own it or escalate it
Become a learning machine with the notion of understanding Traction Complete and everything that surrounds it
Establish an industry leading-low churn rate
Team Player
Coordinate clients, service providers and internal team members
Ensure that all Traction teams have the correct information to successfully support clients
Efficiently and competently manage roadblocks
Training clients new and old (on new features) to increase product adoption