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Manager, Customer Success

4 weeks ago

Vancouver, Canada VoPay International Inc. Full time

**About VoPay International Inc.**

VoPay is a leader in payment innovation, digitizing direct bank payments with speed and transparency. The VoPay Platform enhances how businesses initiate and accept financial transactions using a single, open API. At VoPay, we have one goal: to eliminate all payment inefficiencies, so businesses can focus on what they do best in today’s digital economy.

**The Opportunity**

Are you an experienced Customer Success leader with a passion for FinTech? Do you thrive in fast-paced environments where you can build relationships, solve problems, and drive growth? At VoPay, we're revolutionizing the payments industry, and we need a strategic and results-oriented leader to take our client success efforts to the next level.

In this role, you'll:

- **Build and Lead**: Develop and implement a customer success strategy that accelerates client onboarding, improves retention, and drives revenue growth.
- **Innovate**: Explore and implement new technologies and processes to optimize the client experience.
- **Influence**: Collaborate with product, engineering, and sales teams to advocate for client needs and drive product improvements.
- **Mentor**: Lead and develop a high-performing customer success team.

**Key Responsibilities**
- Manage a team covering new customer onboarding and customer support.
- Develop and implement a comprehensive customer success strategy to drive high customer satisfaction, improve time to revenue, and reduce both the volume of support and time to resolution.
- Lead the onboarding process for new customers on VoPays platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
- Implement metrics for Onboarding and Support to measure the team's success and drive an environment of accountability and continuous improvement.
- Develop a deep expertise in our technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
- Monitor support ticketing system for trends to identify areas for improvement in automated responses and the onboarding process, working with your own department and other internal teams to implement enhancements.
- Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize VoPays platform and maximize the value they derive from it.
- Work directly with Account Managers to identify upsell opportunities based on knowledge of customers platform usage.
- Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.
- Lead weekly review meetings to assess progress towards objectives, identify and remove blockers, and ensure the appropriate prioritization across departments.
- Provide regular reports to senior management on the state of customer success efforts.
- Recommend and implement new tools and software enhancements that will improve the customer experience and / or reduce time and cost.
- Provide leadership, guidance, and mentorship to the team to ensure high-performance and excellent customer experience.

**Qualifications and Skills**
- Bachelor’s degree in Business Administration, Marketing, Communication, eCommerce, or a related field
- A minimum of 5 years’ experience in SaaS companies with a strong preference given to those with experience in the FinTech sector (payments)
- A minimum of 5 years’ experience leading customer-facing teams
- Expertise in digital and self-service support models
- Extensive knowledge of customer service management methodology and techniques
- Ability to make data-driven decisions to improve efficiency, scalability, and the client experience
- Capacity to rapidly grasp our product intricacies and a keen eagerness to do so
- A fundamental understanding of client onboarding preferably within the payments industry
- Extensive experience using support tools such as ZenDesk, Freshdesk, or other customer support software
- A self-starter, driven with a strong growth mindset and attention to detail
- Ability to work independently while keeping multiple stakeholders and teams connected
- Ability to respond to client communications in a timely and professional manner
- Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks
- Strong interpersonal skills - you must be empathetic and understanding of client/customer needs with the ability to navigate difficult conversations with poise and empathy
- Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations



Pay: $80,000.00-$95,000.00 per year