Client Success Manager

1 week ago

Vancouver, Canada ReallyTrusted Full time

Reporting to the COO, this position combines elements of Customer Success and Customer Support roles. This position is intended to reinforce ReallyTrusted’s belief that service to our clients is a key driver of our organization’s success. The position is a permanent remote full-time position. Typical working hours are expected to be Monday-Friday 9am - 5pm Pacific Time; schedule flexibility is part of our working culture. Office space in Vancouver is available for applicants who sincerely prefer getting out of their home.

A minimum of 2 years of customer support experience is necessary. Experience with Anti Money Laundering, Compliance, or Audit related activities will be helpful in this role as would a working knowledge of the Real Estate and/or Mortgage Sectors. Strong technical skills are also a significant asset. We value critical thinking, intellectual curiosity, and thoughtfulness; our culture is one of doing something because it is the right thing to do, not merely because it is what we think is expected of us. Honesty, integrity, and good judgement are expected of all of us.

As a small company, we expect every team member to make contributions based on their abilities wherever possible. We are profitable and are not venture-funded. We are growth-oriented and focused on sustainable growth. This means that frequent change should be expected, and we seek employees that are excited by the prospect of roles that can evolve based on evolving operational needs. We require all employees to use discretion to ensure their actions are aligned towards high-quality outcomes that maximize the value of present and future company relationships.

Customer Success Manager Related Duties
- Build relationships with clients (with an emphasis on FINTRAC Express and Association relationships) to ensure needs and challenges are being identified and solved
- Implement systems and strategies to improve customer journey
- Identify opportunities in a customer’s journey that lend themselves to promoting upsell opportunities and implement systems to seize those opportunities
- Host training webinars for app users
- Develop and deliver content to fill knowledge gaps experienced by clients

Customer Support Manager Related Duties
- Ensuring that all inbound support tickets are promptly triaged and resolved in accordance with service level objectives
- Overseeing the development of training and support resources to enable customers to better understand and use our products on a self-service basis
- Develop & operate systematic approaches to ensuring positive customer experiences and engagement with our products
- Oversee customer account creation, provisioning, and billing
- Ensuring sales opportunities are identified and actioned

Ancillary Duties
- Providing internal technical and domain expertise assistance to team members to support them in carrying out their jobs
- Other duties as assigned

If you believe you are qualified but find the salary range below your expectations, we encourage you to submit your resume along with a cover letter outlining your desired compensation.

**Job Types**: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Paid time off

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Vancouver, BC V5V 3R8

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