Client Success Account Manager

1 month ago

Vancouver, Canada PayByPhone Full time

**We're seeking a Client Success Account Manager to join our team at PayByPhone**

**About the role**

The Client Success Account Manager oversees all aspects of client relationships to retain, renew and grow existing accounts. This includes working closely with the client to understand their operational needs and goals and identifying areas where PayByPhone’s solutions align to suggest services and products that will result in transaction volume growth, parking portfolio (space count) growth, and additional product upselling.

Account Managers will work closely with the Director of Client Success to oversee and support client-impact projects occurring within the NA Markets as needed. Maintaining and developing client relationships are a priority, which will ultimately lead to full account management including contract renewals, increased adoption and profitability and full relationship management with our clients resulting in positive references.

**How we work**

We are a remote-first organization and support your choice to adopt the most productive workplace for you. While most of our North American employees are eligible to work from home most of the time, our head office in Yaletown, Vancouver is open Monday - Friday for those who prefer an office environment or want to collaborate in person with their teams and coworkers. We also host a great party However, our hiring capabilities are currently restricted to certain regions in North America.

**This role is open to applicants residing in** **British Columbia.**

**What you'll do**
- Serve as the primary contact for all matters specific to assigned accounts
- Conduct monthly or quarterly meetings with clients to develop relationships, drive initiatives, and identify potential growth opportunities
- Respond to client inquiries promptly and provide solutions, as necessary. Solutions may include routing or facilitating cases and working closely with the implementation team for solutions
- Identify client roadblocks or delays and communicate closely with the Director of Client Success to create a path to success
- Consistently work with clients to identify opportunities to increase existing parking space counts by adding new parking locations and creating new opportunities
- Track client contracts and negotiate renewals in advance of expiration while evaluating for increased profitability opportunities and negotiate terms
- Source, collect, and analyze data for client account activity and identify room for improvement and advancement opportunities as well as consumer behaviour to understand potential changing needs
- Actively create opportunities to remove hardware using case studies and data
- Create opportunities for upselling additional products and services to increase adoption, such as Rights & Rates, Validations, and other PayByPhone Services; manage the inside sales process from introduction through contract negotiation
- Work closely with Marketing to develop presentations & case studies for client marketing and adoption campaigns, and case study development relevant to client achievements
- Provide input on new processes and workflows
- Be prepared to allocate approximately 10-15% of your time to travel for client meetings, conferences, and other events, both within and outside the province, including representing PayByPhone at regional and national conferences
- Other duties as assigned as requested by the Director of Client Success

**What you bring**
- Considerable experience in managing clients and building relationships in a client-facing environment
- Experience working in the parking or technology industries is strongly preferred
- Strong analytical skills and the ability to gather, analyze and present data clearly and concisely
- Experience with Salesforce, Looker/Power BI, Procurify and Jira/Confluence considered an asset
- Efficient and self-led, you are comfortable working both independently and as part of a team
- Able to stand your ground when challenged, you use trust to form strong, professional relationships
- Growth mindset and willingness to adopt an ‘all hands on deck’ approach when necessary
- Able to manage assigned clients of all sizes, including inquiries, projects, campaigns, strategies, and goals with excellent attention to detail
- Competent in maintaining and updating CRM, including accounts, contacts, activity, tasks, opportunities, billing details, and contracts
- Proactive and able to produce well-written presentations and documents
- Great time management and organizational skills
- Good working knowledge of Microsoft Office
- Completion of post-secondary education in Business Administration or similar considered as an asset
- Willingness to support leaders as required

**Success in this role looks like**
- Increasing profitability within existing accounts by:

- Increasing space count/locations
- Increasing transactions/customer adoption
- Up-selling additional add-on products, features and services
- Consul

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