Customer Success Manager

1 week ago


Etobicoke, Canada Roam Full time

Roam's mission is to improve the way people access and own cars because we believe mobility is an important part of modern life.

With Roam, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. Get your car delivered right to your door. Cancel anytime. No long-term commitments. The entire process from start to finish is digital, managed via your smartphone.

Roam was founded in 2020 and is backed by a number of world-class investors including Mantella Venture Partners and Mistral Venture Partners.

The automotive industry is currently going through a major revolution. From electric and autonomous vehicles to new mobility models like ours, it’s an exciting time to be working on the future of the automotive industry.

Roam is currently based in Etobicoke, Canada.

**About the position**

Your insights on the Roam customer experience will drive future product and marketing decisions, with significant opportunities to work alongside other areas of the business. We will give you as much opportunity and responsibility as you can handle.

You will work closely with Roam’s leadership team to define and deliver an outstanding customer experience and to build the foundation that will take the company to thousands of customers in multiple geographies across North America.

This position is a great opportunity to get into a fast-paced startup early and have a big impact on Roam’s future success.

**What you’ll be doing**

As Roam’s Inside Sales and Customer Support Specialist, we will rely on you to make a meaningful impact for our customers and their experience with Roam by assisting new customers and responding to support requests from current customers in a timely, professional and pleasant manner.

The support you provide our customers will drive product and customer experience innovations for the company moving forward. Because we’re a fast-growing startup and things are constantly evolving, your responsibilities will evolve over time.

In this role, you will:

- Manage the sales pipeline of new prospective customers, moving prospects from inquiry and account creation to activated subscription
- Reactivate inactive customers who had subscriptions in the past
- Help current customers extend their subscription plans, improving customer lifetime value
- Improve and collect customer reviews, ensuring that customers are having a great experience, and working to resolve issues when they’re not
- Managing our customer support ticketing system
- Communicate with key stakeholders such as insurance, maintenance, and roadside assistance partners to help troubleshoot customer issues
- Updating the leadership team on the performance of our sales funnel and our customer support function
- Collect and validate feedback to drive appropriate product and experience innovation
- Strategically escalate issues to Product, Engineering, or Operations teams where necessary
- Document solutions to common problems and update our FAQ, knowledge library, chatbot and phone systems
- Become an expert in navigating our tools and technology for managing customer support tickets to streamline future responses

**Experiences, Qualifications & Skills**

We believe these things will improve the likelihood of success in this role.
- Previous sales and/or customer support will be a big asset in this role
- Experience implementing sales and/or customer support processes and systems will be a big asset in this role
- The technical skills to setup and integrate sales and support tools will be a big asset in this role
- Strong analytical, organizational, and problem-solving skills
- Strong oral and written communication skills
- An unrelenting positive attitude and you work well under pressure
- Impeccable attention to detail
- A “do whatever it takes” attitude to get the job done
- Self-starter that is comfortable working with mínimal oversight and tight deadlines

**Working at Roam**

Here’s what we care about at Roam:

- **High integrity**: Be honest. Do what you say you’re going to do. Speak up when others won’t. Do the right thing.
- **Bias towards action**: Take action. Move fast. Get stuff done.
- **Extreme ownership**: Own everything in your world. Take responsibility for your actions and outcomes, and the actions and outcomes of those within your sphere of influence.
- **Seek truth**: Pursue the best ideas and solutions with an open mind. Use data to inform your perspective. Build up from a foundation of truth.
- **Be kind**: Help and support those around you. Put positive energy into the world.
- **Open, honest, and transparent communication**: Be direct with feedback in the spirit of helping others improve. Communicate issues and problems when you see them. Have the hard conversations. Praise teammates when they deserve it.

**Diversity at Roam**

The Roam team is diverse in background, race, age, sexuality, ethnicity, gender identity, perspectives and ideas.


  • Customer Success

    4 weeks ago


    Etobicoke, Canada Roam Full time

    Roam's mission is to improve the way people access and own cars because we believe mobility is an important part of modern life. With Roam, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. Get your car delivered right to your door. Cancel anytime. No long-term commitments. The entire process from...


  • Etobicoke, Canada Streampoint Solutions Full time

    We are looking for a skilled and motivated Event Housing Manager to join our team at Streampoint Solutions. Our company is a leading provider of event technology solutions to clients worldwide. We specialize in creating tailored tools for conferences, trade shows, and special events, including our cloud-based room block management platform, Resiada. As our...


  • Etobicoke, Canada Streampoint Solutions Full time

    We are looking for a skilled and motivated Event Housing Manager to join our team at Streampoint Solutions. Our company is a leading provider of event technology solutions to clients worldwide. We specialize in creating tailored tools for conferences, trade shows, and special events, including our cloud-based room block management platform, Resiada. As our...

  • Customer Success Lead

    3 weeks ago


    Etobicoke, Canada ShuffleSpace Full time

    **The Role** As we are a service based business, the Client Success team plays a pivotal role in our company’s success. The Team Lead role is mission critical, managing the relationship with new and existing clients. Staying close to the client and making sure that they are happy with the service and are looking forward to their next interaction with...


  • Etobicoke, Canada ADP Full time

    The Client Success Relationship Manager serves as an advocate of ADP's Global HCM Solution and Service capabilities, while driving ADP's message as a world leader in the HCM industry into the client base. The role supports ADP Canada's Comprehensive Services - Majors level clients. Key areas of focus include the development / ongoing management of strong,...


  • Etobicoke, Canada ADP Full time

    The Client Success Relationship Manager serves as an advocate of ADP's Global HCM Solution and Service capabilities, while driving ADP's message as a world leader in the HCM industry into the client base. The role supports ADP Canada's Comprehensive Services - Majors level clients. Key areas of focus include the development / ongoing management of strong,...


  • Etobicoke, Canada ADP Full time

    ADP is hiring a **Client Success Relationship Manager - MAS** - Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress? - Do you want to continuously learn through ongoing training, development, and mentorship opportunities? - Are you looking to be yourself in a culture that values equity, inclusion, and...


  • Etobicoke, Canada Tree Doctors Full time

    **Tree Doctors Project Manager** **Tree Doctors, Inc., is a tree-care company located in Toronto, Ontario. We perform a wide range of tree services, including tree removal, tree planting, tree trimming, stump grinding, tree fertilization, and consulting in the greater** **Toronto area. All of our teams are highly trained, experienced and able to solve any...


  • Etobicoke, Canada Lactalis Canada Full time

    **Job Title**: Customer Collaboration Manager **Location**: Greater Toronto Area **About Us**: Welcome to Lactalis Canada - where we take pride in being recognized as one of Forbes' 2022 top employers! Our journey revolves around enhancing the lives of Canadians through a rich variety of dairy delights, including some of Canadian’s favourite dairy brands...


  • Etobicoke, Canada Give and Go Prepared Foods Full time

    It’s an exciting time to be part of _Give and Go_! We're currently looking to hire a Manager, Customer Marketing. **What You Will Get to Do**: - Contribute to the execution of the company’s long-term plan (LTP) within the Marketing and Product Development department. - Responsible for developing and managing multiple project timelines that are created...


  • Etobicoke, Canada ATLAS MACHINERY SUPPLY LTD Full time

    The Customer Experience Manager (CXM) inspires and drives the sales-merchandising culture at retail and sales-merchandising imperatives within each department. They take the lead in coaching and strive to consistently deliver the Atlas Experience. The CXM will also partner with the B2B Sales Team to provide a steady stream of lead referrals from the retail...


  • Etobicoke, Canada Canlan Sports Full time

    Canlan Sports is the largest private-sector owner and operator of recreational sports complexes in North America. The company's success in the sports and recreation industry is attributed to a focus on innovative programming, service excellence, world-class sports communities, and an understanding of its customers’ expectations and the commitment needed to...

  • Area Customer Manager

    3 weeks ago


    Etobicoke, Canada Weston Foods Full time

    Job Address: 1425 The Queensway, Etobicoke, Ontario, M8Z 1T3 Wonderbrands, is a leading North American bakery (formerly Weston Foods, fresh and frozen businesses) with 140 years of experience in baking packaged breads, artisan breads, and donuts. We are one of the largest bakeries in North America and makers of Wonder Bread, Country Harvest, D’Italiano,...


  • Etobicoke, Canada Brenlo Solid Wood Mouldings & Doors Full time

    **Overview** **Duties**: - Lead and motivate the inside sales team to achieve sales targets and objectives. - Develop and implement effective sales strategies to penetrate new markets and expand existing customer accounts. - Oversee telemarketing efforts, ensuring high-quality outreach to prospective clients. - Foster strong relationships with customers...


  • Etobicoke, Canada Michaels of Canada, ULC. Full time

    Store - TOR-ETOBICOKE, ON We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world! Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together. Lead and coach a team of framers who focus on...


  • Etobicoke, Canada cuddle+kind Full time

    Reporting to the VP of Operations, this special person will be responsible for leading our customer service team and operations in delighting our customers. **Who we are**: cuddle+kind is a social business started by a family of five on a mission to help feed children in need. Our stylish, hand-knit dolls are ethically produced by artisans in Peru, and for...


  • Etobicoke, Canada TJX Canada Winners Merchants International L.P. Full time

    **Justin discovered IMPACT working at TJX** Striving to make our stores a great place to be for our Associates and Customers, is what Justin is all about. Depending on the day and shipment, you can have the ability to change the store and maximize your impact. That’s just one way you’ll see the difference you can make here! **What you’ll...


  • Etobicoke, Canada TJX Canada Winners Merchants International L.P. Full time

    **Amanda discovered MENTORSHIP working at TJX** Having worked in all three of our stores - Winners, HomeSense & Marshalls, Amanda advanced her career by ensuring her team members are prepared to rise to challenges. At TJX, we mentor and train you to fully understand our business, because we want you to succeed! **What you’ll discover** Eligible...


  • Etobicoke, Canada Clutch Technologies Inc. Full time

    **About Clutch** We're on a mission to reinvent the way people buy, sell, and own cars. Are you game? Clutch is Canada's largest online used car retailer, delivering a seamless, hassle-free car buying and selling experience to drivers everywhere. Customers can browse hundreds of cars from the comfort of their homes, get the right one delivered to their...


  • Etobicoke, Canada Thorncrest Ford Full time

    **WANT TO WORK** for one of **Canada’s Best Managed Companies?** Dilawri Group is now actively searching for a **Customer Service Representative** to join our team at **Thorncrest Ford** in **Etobicoke**. **Responsibilities**: - Greets customers and visitors, ensuring optimum customer experience. - Answer and direct phone calls and ensures messages are...