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Customer Success Manager
3 weeks ago
Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
**Job Description**:
**About the opportunity**
Join to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
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.
Some of the other responsibilities include:
- 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**:
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
Required qualifications for this role:
- 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.
Desired Qualifications:
**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 pr
