Customer Success Manager

4 months ago

Burnaby, Canada Global Fleet Management Full time

**PosiTrace** **by Global Fleet Management is a rapidly growing Canadian SaaS company specializing in GPS tracking, with a global footprint.

We are currently seeking an **Customer Success Manager** to join our team, based in our office in Burnaby, with a primary focus on managing and nurturing existing business accounts in Canada and US. This role involves building and maintaining excellent customer relationships, as well as strategically developing these accounts for organic growth.

**Responsibilities**
- Manage existing PosiTrace customer accounts as a brand ambassador.
- Conduct regular account status checks for service users, ensuring they receive proper training.
- Implement core functionalities tailored to each client's operations and requirements.
- Consistently seek ways to improve client operations, optimize PosiTrace usage, and identify opportunities for upselling.
- Ensure client satisfaction and proactively identify potential reasons for deactivation to retain customers.

**Account Management**

Provide comprehensive account information, including billing details and contracts.Onboarding for New Users.
- Generate access, set up accounts, and facilitate platform navigation for new users.
- Assist with the seamless implementation of new units, ensuring proper installation within 15 days of delivery.
- Guarantee correct device installation, platform configuration, subscription, and functionality.
- Act as the main point of contact for daily client queries, mediating with technical support, operations, and finance.
- Proactively identify and address potential issues before they become problematic.
- Assume the role of Project Manager, taking charge of problem resolution and keeping clients informed.
- Collect and document client feedback for consideration by the Product department.
- Drive the referral program and encourage positive feedback on various platforms.
- Invite clients to participate in interviews with the Marketing and Product teams.
- Demonstrate a positive "consider it done" culture.
- Upsell and cross-sell products and services to increase Monthly Recurring Revenue (MMR).

**Requirements**:

- Excellent written English communication skills are imperative
- Demonstrable experience in customer service or as a customer service representative.
- Strong telephone communication and active listening skills.
- Familiarity with customer relationship management systems and practices.
- Customer-oriented with the ability to adapt/respond to different personalities.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
- Technical degree/Business degree.

**Compensation**
- Base salary from $55,000 - $60,000 CAD per year
- Great commission structure
- Variable Earnings Target: $20,000 per year

**Benefits**
- Professional growth oppportunities
- Health benefits after probation period

We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.

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