Customer Success Manager

7 months ago

Vancouver, Canada Push Operations Full time

**The Company**:
Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion.

Our customer base includes some of the biggest brands, such as Earls Restaurant, Cactus Club, Denny’s and more.

**The Team**:
We’re a group of dog-loving and game-playing people who place a high priority on competence and efficiency, but an even higher stock in personable and positive individuals that mesh with our culture and are willing to grow with us. As part of our rapidly growing team you will play an important and unique role in working towards our mission to create the best people management system for our customers so they can spend more time doing what they love.

**Location**:
Recently the world has changed so we are changing with it. We’re embracing new ways of working and are constantly adapting our practices to ensure that wherever you are working from, you feel a part of the team and have everything you need to work comfortably. We are a remote-first company, Pushies can choose to work remotely or from our Downtown Vancouver office.

**The Role**:
We are currently looking for a **Customer Success Manager** to join our growing team In this role, you will leverage deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Push. You will have a deep understanding of their business objectives, and as trusted advisors, recommend solutions to the challenges they face. In addition, you will be responsible for the overall client account relationship with Push including account penetration, by thoroughly mapping and scoping out subsidiaries of the clients in your portfolio with the goal of expanding the Push footprint.

***This is an individual contributor role, not a managerial role.**

**Duties and Responsibilities**:

- ** Build Relationships** - own strategic business relationships with enterprise customers to ensure Push becomes a foundational piece of their business, driving adoption and expansion
- ** Customer Experience** - demonstrate empathy and excellence to ensure that each touchpoint across the customer journey is seamless, engaging, efficient, and delightful
- ** Customer Engagement** - leveraging the in-depth knowledge of the customer’s business, strategy and goals to continuously build the adoption and engagement of Push to increase retention and expansion
- ** Trusted Advisor** - educate and inspire customers and internal team members with best practices and provide innovative ways to solve business problems
- ** Customer Advocacy** - while balancing the goals of Push, be the voice of the customer by sharing the feedback and experience of the customer’s needs internally
- ** Team Success**:

- collaborating with the CS Team and the other departments at Push on a regular basis to help support, evolve and level up our Team and the organization
- ** Challenge the Status Quo** - looking for opportunities to help Push reach the next step by filling and solving gaps in processes, workflows or team knowledge
- ** Data-Driven - **leverage data to forecast and support clients while ensuring cs tools and systems are up to date

**What you’ll be measured on**:

- Revenue retention and growth
- Customer satisfaction and advocacy
- Platform adoption and engagement

**Required Skills and Qualifications**
- 2+ years of experience in Customer Success Management or Account Management
- Passion for building relationships and helping customers succeed
- A curiosity to solve and understand customer needs and desired outcomes
- An active listener with the ability to ask effective questions to get a better understanding of the customer’s needs, business priorities and the goals of the company
- A strong collaborator who can work with sales, marketing, product, and the CS team to drive existing revenue and maximize customer happiness
- Detailed oriented ensuring that tasks, responsibilities and commitments are completed timely
- Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
- Excellent time management skills with the ability to juggle competing priorities
- Experience in interpreting data analytics and deriving insights that drive customer value
- Strong technical understanding of software systems with the ability to troubleshoot and investigate issues
- Bonus points for strong knowledge of HR technologies and systems and how they fit into the HR ecosphere, including but not limited to HRIS, HCM, Payroll, Applicant Tracking.

**Why Push?**
- ** Do what you love** It’s the key to happiness. That’s why at Push we aim to create a supportive environment to help foster your passion for work, and

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