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Customer Success Manager

2 months ago

Vancouver, British Columbia, Canada VoPay International Inc. Full time
About VoPay International Inc.

We're a leading innovator in payment technology, digitizing direct bank payments with speed and transparency. Our platform enhances how businesses initiate and accept financial transactions using a single, open API. At VoPay, our goal is to eliminate all payment inefficiencies, empowering businesses to focus on what they do best in today's digital economy.

The Opportunity

We're seeking an experienced Customer Success leader with a passion for FinTech to join our team. If you thrive in fast-paced environments where you can build relationships, solve problems, and drive growth, we'd love to hear from you. As a key member of our team, you'll play a critical role in revolutionizing the payments industry.

Key Responsibilities
  1. Manage a team covering new customer onboarding and customer support.
  2. Develop and implement a comprehensive customer success strategy to drive product adoption, improve time to revenue, ensure high customer satisfaction, and reduce support volume and time to resolution.
  3. Lead the onboarding process for new customers on VoPay's platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
  4. Implement metrics for Onboarding and Support to measure team success and drive accountability and continuous improvement.
  5. Develop deep expertise in our technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
  6. Monitor support ticketing system for trends to identify areas for improvement in automated responses and the onboarding process, working with internal teams to implement enhancements.
  7. Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize VoPay's platform and maximize value.
  8. Work directly with Account Managers to identify upsell opportunities based on customer platform usage.
  9. Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.
  10. Lead weekly review meetings to assess progress towards objectives, identify and remove blockers, and ensure prioritization across departments.
  11. Provide regular reports to senior management on the state of customer success efforts.
  12. Recommend and implement new tools and software enhancements that will improve the customer experience and/or reduce time and cost.
  13. Provide leadership, guidance, and mentorship to the team to ensure high-performance and excellent customer experience.
Qualifications and Skills

We're looking for a candidate with a Bachelor's degree in Business Administration, Marketing, Communication, eCommerce, or a related field, and a minimum of 5 years' experience in SaaS companies, preferably in the FinTech sector. A minimum of 2 years of experience leading customer-facing teams is required, along with expertise in digital and self-service support models, and extensive knowledge of customer service management methodology and techniques.

We're a collaborative and supportive team, and we offer a competitive salary and benefits package, as well as the opportunity to work in a fast-paced, innovative fintech environment. If you're ready to be a driving force in our mission to revolutionize payments and empower businesses, we want to hear from you.