Director of Client Success, North America

Your role
What You'll Be Doing
What We Need
Corpay is currently looking to hire a Director of Client Success within our Corpay division. This position falls under our PayByPhone line of business and is located in Vancouver Cananda. In this role, you will oversee all aspects of client relationships and the individual members of the Client Success Account Management team. Building strong, and profitable long-term relationships with clients is the primary function of this role you will report directly to the MD and regularly collaborate with account managers and other teams.

How We Work
As the Director of Client Success, you will be expected to work in an office environment. Corpay will set you up for success by providing:

Company-issued equipment

Formal, hands-on training

Role Responsibilities

• Managing the day-to-day Client Success team responsibilities for the North America region
• Exceeding Revenue targets for Existing Client business
• Developing and maintaining reporting to display success or areas of improvement to exceed targets
• Client Relationship
• Playing an important role in the management of relationships with all clients and strategic partners
• Guaranteeing that the voice of the customer is represented within the organization
• Ensuring that the relationship is profitable
• Ensuring proactive client outreach, communication & issue management
• Acting as an escalation point for clients
• Tracking client satisfaction trends, e.g. through Net Promoter Score; and, when necessary, implement improvement plans
• Supporting the company in ensuring client contractual obligations are met and a high level of client satisfaction is maintained
• Guaranteeing the end-to-end service delivery to clients in accordance with department client satisfaction goals
• Ensuring project activities for a portfolio of client requests and client projects, involving multiple departments and disciplines
• Personnel Development
• Defining budget and skill set targets for Client Success talent acquisition
• Overseeing hiring and management of Client Success staff, conduct performance evaluations, address with performance issues, and develop staff training and development plans
• Mentoring (coaching and advice) direct reports and high-potential employees to ensure continued talent development and retention within the organization; ensure Client Success employees receive suitable mentoring
• Promoting a positive and engaging work environment for staff
• Process and Strategy
• Developing an annual plan for revenue attainment, this includes upselling, new product roll outs, price increases, etc.
• Developing and implementing operational and business policies, processes, and best practices for Client Success
• Implementing continuous improvement plans for existing operational processes
• Collaborating with other PayByPhone regions on overall operational processes
• Developing strategies to engage clients in new product offerings
• Collaborating with the other management teams to establish long-term strategies for all product lines

Qualifications & Skills

• 5+ years prior experience in sales management with an exceptional track record of exceeding sales team targets.
• Excellent writing and presentation skills.
• Able to multi-task and manage time efficiently.
• Advanced problem resolution skills.
• Able to work independently and within a team.
• Comfortable in a fast-paced environment.
• Detail-oriented and able to work quickly and accurately.
• Initiative, innovative, understand how to monitor competition, and describe market trends.
• Is metric-oriented and number driven.
• Is proficient with computers and mobile devices as well as with general business applications.
• Experience with Salesforce is a plus.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings include major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer
Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Pay Transparency
This salary range is provided for locations which require such disclosure. Where a position or applicant may fall in a particular wage range depends on a number of factors including but not limited to skill sets, experience training licenses and certifications (if applicable), and other business and organizational needs. The disclosed range has not been adjusted for the applicable geographic markets. At Corpay it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions depend on the facts and circumstances of each case. The estimate of the minimum and maximum salary range is CAD $135K-145K plus commissions

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: Canadian Human Rights Act – Grounds of Discrimination, Employment Equity Act (Canada) and BC Pay Transparency