Customer Success Lead

5 months ago

Montréal, Canada Valsoft and Aspire Operating Group Full time

**Customer Success Lead - On-site - Montreal**

**We are hiring at ValPay for a Customer Success Lead to join our growing Customer Success team in Montreal**

**Here is a little window into our company**:ValPay is a leading payment processing company seeking a Customer Success Lead to join our dynamic team. If you thrive in a fast-paced environment, enjoy working with deadlines, and are motivated to deliver exceptional results, this opportunity is for you. As a Customer Success Lead, you will play a crucial role in ensuring seamless end-to-end customer success across our portfolio.

**About You**:

- Lead customer support and implementation teams
- Lead customer onboarding and implementation projects, ensuring a smooth and successful setup of our payment processing solutions
- Develop, refine, and implement processes and strategies to improve customer support and implementation efficiency
- Work closely with the product team to identify, report, and resolve product issues or enhancements based on customer feedback
- Conduct regular check-ins with customers to ensure their satisfaction and to identify opportunities for additional support and training
- Create and maintain comprehensive documentation on customer interactions, issues, and resolutions
- Collaborate with the sales team to identify upsell opportunities and ensure a seamless transition from sales to support
- Analyze customer usage data to identify trends and make recommendations for improvements

**About You**:

- **Bachelor's degree in Business Administration, Information Technology, or a related field**:

- ** 3+ years of experience in customer support, implementation, or a related customer-facing role within the tech or fintech industry**:

- Demonstrated ability to manage and prioritize multiple projects and customers simultaneously
- Strong problem-solving skills and the ability to think analytically
- Excellent communication and interpersonal skills, with the ability to interact at all levels of the organization
- Experience in process improvement and setting up new processes to enhance customer satisfaction
- Proficient in CRM software and Microsoft Office Suite
- A passion for technology and an eagerness to learn about new products and features
- ** Fluent in English, both written and verbal, is essential**:

- ** Legally authorised to work in Canada

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