Customer Success Manager

3 weeks ago

Toronto, Canada Xplor Full time

Company Description

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Health and Fitness, Education, Boutique Wellness, Field Services and Personal Services.

You’ll join our Health & Fitness team where we work with all types of businesses. Leisure. Parks and recreation. Community centers. Gyms. Health clubs - you name it. Whether small and independent or large franchises, we build everything they need to run their business, motivate their customers and build lasting fitness communities.

**Job Description**:
Xplor Recreation is one of our flagship products in the Health and Fitness vertical globally, and is well established across North America, and soon to launch in Australia as well. The Customer Success Manager acts as the primary contact for Xplor Recreation clients assigned to their portfolio. As the Customer Success Manager, you are responsible for your portfolio of clients and ensuring their overall health. You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executives. You’ll drive product adoption to achieve gross-and-net retention revenue targets and identify upsell, value-added services and business opportunities.

**Key Responsibilities**
- Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers.
- Set up and manage re-occurring client touchpoint cadence to address client questions, concerns, share information and build relationships.
- Manage contract renewals and/or amendments to contracts.
- Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management.
- Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation.
- Work seamlessly with various teams across Xplor Recreation to ensure we’re delivering quality and thoughtful products and solutions to our clients.
- Portfolio retention and churn prevention
- Ensure communications and relevant materials are provided professionally, consistently and in a timely manner
- Attend and coordinate client meetings, events, and conferences, as required.
- Build client reference lists for future opportunities.
- Provide recommendations and leverage product experience to provide top-quality solutions for clients.
- Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware.
- Provide client reporting on current state with Xplor Recreation.
- Participate in brand and sales promotions.
- Provide appropriate internal reports and updates to Manager

**Qualifications**:

- Minimum 3+ years of experience in a Customer Success or Account Management role within a technology-based company.
- This role requires EST business working hours.
- Experience working within SaaS/PaaS environments.
- Preferred experience with Salesforce.
- Knowledge and experience with Mobile Devices (Tablets, Android, and iOS), POS or pin pads is an advantage.
- Experience with PowerPoint or Keynote to create presentations; Experience creating QBRs/EBRs.
- Certifications in recreation or leisure studies are preferred.
- Must be able to work within outlined policies, procedures, and timelines.

**Personal Characteristics/Skills**
- Liaison: Professional attitude.
- Technical aptitude and passion for innovation.
- Self-Motivated; Desire to learn to build skills and expertise.
- Exceptional oral and written communication skills.
- Experience with event management and conferences.
- The ability to work effectively under pressure in a fast-paced, changing environment.
- Strong customer relations skills.
- The ability to prioritize appropriately and multi-task effectively.
- Strong problem-solving, analytical, follow-up skills and detail oriented.
- Collaborative and team player mindset and approach to working

**Travel Requirements: 10%-20%; As needed.**
- This position has an annual base salary range of $60,000 to $75,000 CAD.
- This position is eligible for an incentive plan.

Additional Information

Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat Just get on.” We couldn't agree m

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