Bilingual Customer Success Manager
7 months ago
_Note that a requirement of the role is written and verbal fluency in both French and English languages. This capability will be tested as a part of the hiring process._
- PayShepherd_ solves a massive problem for heavy industry (i.e. mining, shipbuilding, forest products, pharmaceuticals, steel, chemicals, manufacturing, energy, etc.) in the area of Vendor Relationship Management (VRM). Every year, heavy industry worldwide overspends on their vendors as a result of nascent or non-existant VRM systems; we’re talking trillions of dollars in losses per year. Supply chain issues, a labor shortage, high inflation and an energy crisis are compounding these losses greatly.
This problem can’t be solved by humans because of process and people complexity, the pace of work, and the disjointed and regionally unique data underpinning these financial transactions. These global industrial companies need to link organizational objectives set at the top that run all the way through to the person turning the wrench on the ground.
This is why we created PayShepherd. We have closed a meaningful venture financing round, we’re growing fast and we’re ready for 100X. We’re disrupting some of the largest and broad-stretching industries in the world - manufacturing, maintenance, and construction - all at the same time. It's no small task with legacy processes, stringent compliance, enormous spending and complex matrix organizations around each corner. Everyday is a new opportunity.
**What we value**:
- Acting with a sense of urgency and taking initiative.
- Transparency and honesty.
- Driving and enabling value for clients.
- Relationship building.
- Commitment to follow-through.
- Relentless commitment to improvement.
**About the role**:
We’re hiring for a Bilingual Customer Success Manager to join our Client Operations team. Working with a range of heavy industry clients who are in implementation and steady state production; you will learn, earn and service their continued business. This role is an individual contributor role and you will activate to deliver services to a portfolio of clients that you make successful each day. You will have three key focuses:
1. Ensure user satisfaction and strong activation rates,
2. Enable the PayShepherd Relationship Manager to deliver upon the client’s metrics of success such as fast Time to First Value and Sustainable ROI, and VRM Evolution Success
3. Provide quality customer service to promote subscription renewal with a “no churn” mindset. This role will accept responsibility for delivery and steady state activities associated with successful client and vendor adoption throughout the phases of our relationship with them.
**Responsibilities**:
- Proactive user touch points and data assessment to drive required outcomes while monitoring process and data hygiene, and activating upon the monitoring insights.
- Vendor onboarding and knowledge base growth, including delivery of training programs and monitoring of adoption metrics. Refresh and customize the training program as is required for sustained success across the portfolio and business.
- Client user onboarding and knowledge base growth, including product training with VRM coaching and monitoring adoption metrics. Refresh and customize the training program as is required for sustained success across the portfolio and business.
- Escalation point for vendor users and client users when complexity of workflow questions, innovation resistance or complaints arise to bring resolution and influence positive outcomes.
- Interface with the PayShepherd Engineering team to resolve product bugs.
- Perform PayShepherd system administration (instance and algorithm setup at implementation, onboarding and regular maintenance to ensure client success metrics are met).
- Coordinate with internal and external stakeholders to deliver our client and internal assignment commitments.
- Deliver for the PayShepherd Relationship Manager to collectively produce 100% renewals/zero client churn and maintain a high net dollar retention rate with clients.
- Support the accumulation of information, analytics, messaging and insights for client reporting and support the preparation of presentations to be delivered by the Relationship Manager throughout the term of the subscription year.
- Respond to support inquiries from the users and/or client, including understanding feature requests. Help-desk participation, ensuring prompt resolution and response to tickets, is required. While doing so, capture product and training product improvement needs.
**General experience**:
- 1-3 years bilingual customer success capacity with a high growth technology company.
- Experience in a heavy industrial setting, supporting field service activities (i.e.: Contracts Administration, Project Cost Controller, Project Coordinator, Project Accountant/Field Billing Clerk, etc.).
- Strong Excel / Google Sheets skills required and evaluated.
- Persuasive communication
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