Junior Client and Partner Success Manager

**Company Overview**:
SportsPay is a dynamic and innovative sports technology company that specializes in providing payment solutions and services to sports organizations and clubs. Our mission is to simplify payment processes and enhance the overall experience for sport organizations and registration system providers who support them.

At SportsPay we do things a little differently. We are a small, focused team of 15 individuals that work in a unique open-concept casual office environment. (Please note that this is not a remote position). We foster a family environment but are professional and passionate about what we do. Maintaining a positive and energetic environment is important to us We offer competitive salaries, regular bonuses, training and development, an excellent work-life balance, as well as a fully stocked fridge.

**About the Role**:
We are seeking a highly motivated and customer-oriented individual to join our team as a Junior Client and Partner Success Manager. This role includes collaborating with key stakeholders of our highly valued partners to develop appropriate processes and solutions to existing challenges, as well as documenting best practice and procedures. This role also intersects with operations as you will be expected to contribute to optimizing current processes and procedures through overseeing current client-facing operations so that we can continuously deliver an exceptional experience for our highly valued clients and partners. You will work closely with the Sales, Marketing, and Product teams to ensure seamless onboarding, implementation, support, and manage internal documentation to aid in the overall operational effectiveness.

This role will be working directly under our Senior Manager, Product & Partnerships with the opportunity to grow and expand into a newly created role depending on your strengths and passions.

**Responsibilities**:
**Client and Partner Relationship Management**:

- Build and maintain strong relationships with clients and partners, serving as the primary point of contact.
- Proactively identify and address their needs, concerns, and challenges to ensure their success.
- Regularly communicate with clients and partners to provide updates, gather feedback, and offer support.
- Monitor client and partner accounts, ensuring their satisfaction, retention, and growth.
- Identify opportunities for upselling and cross-selling our products and services to maximize client and partner value.

**Onboarding and Implementation**:

- Collaborate with the Sales team and Operations team to ensure smooth onboarding and implementation of SportsPay's solutions.
- Guide clients and partners through the setup process, providing training and support as needed.
- Troubleshoot and resolve any issues during the onboarding phase, ensuring a seamless transition.
- Manage both customer facing and internal onboarding documentation.

**Internal Documentation Management**:

- Develop and maintain internal documentation, including client and partner profiles, implementation processes, and support guidelines.
- Ensure accuracy and completeness of documentation and update it as needed.
- Train and educate team members on internal processes and documentation management.

**Feedback and Improvement**:

- Gather feedback from clients and partners, including their needs, challenges, and suggestions for product enhancements.
- Communicate this feedback to the Product and Development teams to contribute to continuous improvement efforts.
- Stay updated on industry trends, competitors, and market demands to provide valuable insights for business growth.

**Requirements**:

- 3+ years experience in a professional role
- Previous experience in a client-facing, account management, or operational role is preferred.
- Strong interpersonal and communication skills, with the ability to build rapport and effectively convey information to clients and partners.
- Excellent problem-solving and troubleshooting abilities to address client and partner inquiries.
- Excellent written and verbal communication skills
- Self-motivated and proactive, with the ability to work independently and as part of a team.
- Good organizational skills and attention to detail
- Experience in managing internal documentation and processes is an asset
- Experience working for SaaS is an asset

While we offer training and mentorship from a very experienced team, you will also be expected to learn autonomously with mínimal supervision.

**Salary**: $55,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Discounted or free food
- On-site parking
- Paid time off
- Profit sharing

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON M6G 3T7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

Work Location: In person