Client Success Manager, Software Implementation Specialist

5 days ago

Ottawa, Ontario, Canada Xplor Full time

We're seeking an experienced Client Success Manager to join our Fitness & Wellbeing vertical. As a key member of our team, you'll play a vital role in ensuring the long-term success of our clients.

About the Role

This is an excellent opportunity for a highly skilled and motivated individual to work with our software solutions, helping businesses grow and succeed. You'll be responsible for providing exceptional support to our clients, from onboarding to implementation, data migration, and customer training.

As a trusted advisor, you'll cultivate strong relationships with key stakeholders and execs, becoming a go-to expert on our products and services. Your ability to engage with clients who are experiencing difficulties will be crucial in resolving issues and improving their user experience.

Responsibilities
  • Operate as the trusted advisor within the region, cultivating relationships and providing a consistent and frictionless experience that delivers immediate value.
  • Understand the customer's business goals and set them up for success in achieving those targets.
  • Become an expert on our product, providing technical and business solutions, assisting with adoption, optimization, and change management.
  • Ability to engage with clients who are having difficulties using or understanding the product and provide a resolution or gather enough details to assist with escalation.
  • Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience.
  • Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments.
  • Assist with building a best practice documentation library and process documentation as needed.
  • Fulfill club training requirements through various mediums, including online and face-to-face.
  • Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements.
  • Perform additional activities as required by the business.
Requirements
  • Previous experience in an Account Management or Customer Success role, preferably in a SaaS environment.
  • Highly proficient with CRM applications.
  • Native speaker of French.
  • Fluent speaker of English.
  • Willing to work in a hybrid environment based out of Ottawa, ON.
What We Offer

You'll be part of a global network of talented colleagues who support your success. Our company culture is built on diversity, inclusion, and social impact. As a valued member of our team, you'll enjoy:

  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer.
  • #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community.
  • Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program.
  • Access to free mental health support.
  • Flexible working arrangements.

We understand that diverse candidates have diverse needs. If you require any accommodations during the application or interview process, please let us know so we can ensure a smooth and inclusive experience.

About Xplor Technologies

We're a leading provider of cloud-based technology solutions for small and medium-sized businesses. Our platform combines SaaS with embedded payments, empowering businesses to manage all aspects of running and growing their operations. At Xplor, we're passionate about helping people succeed, and we invite you to join our team of dedicated professionals who share this vision.

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