Customer Success Manager

1 week ago

VancouverRichmondSurreyWhite RockCoquitlamBurnabyNew WestminsterSeattleLangleyNorth Vancouver, Canada Targeted Talent Full time $60,000 - $120,000 per year

What you'll do

  • Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects. 
  • Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
  • Advise customers on solution features, configuration options, and system processes and procedures
  • Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
  • Manage changes to requested solutions, including following the documented change request process for scope and billing management
  • Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
  • Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise 
  • Provide proactive outreach at all stages of the customer lifecycle
  • Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
  • Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
  • Participate in customer support standby rotations when the regular support team is unavailable
  • Assist, if requested, in the sales process, providing technical sales support
  • Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

  • Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
  • One or more years of experience managing software implementation projects
  • Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
  • Excellent communication and presentation skills
  • Must be personable and enjoy working with people in an entirely customer-facing role
  • Knowledge of project management/delivery methods and tools 
  • Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
  • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
  • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
  • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
  • Working knowledge of Scrum and other Agile methodologies 
  • Bonus: previous experience with programming, or ability to write simple database queries and scripts 
  • Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
  • Experience in the Workforce Management domain preferred
  • Experience with Salesforce (or other CRM) desired
  • Ability to travel (job requires up to 30% travel)
  • Comfortable working as needed in a remote environment with video-conferencing tools

What you'll get

  • Competitive wages
  • ESPO (employee stock option program)
  • Medical/dental vision coverage
  • 401(k) 
  • Flexible PTO and 10 paid holidays per year
  • Career advancement opportunities

  • Customer Success Representative

    1 week ago

    Vancouver|Richmond|Surrey|White Rock|Coquitlam|Burnaby|New Westminster|Seattle|Langley|North Vancouver, Canada Targeted Talent Full time US$104,000 - US$150,000 per year

    What you'll doManage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects. Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business...

  • Customer Success Lead

    3 weeks ago

    White Rock, Surrey, Richmond, Delta, Vancouver, Canada Targeted Talent Full time

    Job Summary: The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. Duties/Responsibilities: Help build the infrastructure and standard operating procedures for the department Help create company guidelines particularly...

  • Customer Success Representative

    1 week ago

    Vancouver, Richmond, Surrey, White Rock, Coquitlam, Canada Targeted Talent Full time

    What you'll doManage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business...

  • Customer Success Lead

    7 days ago

    Vancouver|Richmond|Delta|British Columbia|Surrey|White Rock|Coquitlam|Burnaby|New Westminster|Chilliwack|Abbotsford|Langley|Mission|North Vancouver|Fraser Valley, Canada Targeted Talent Full time $60,000 - $80,000 per year

    Job Summary:This exciting role will be the face of the company for our marketplace and purchase program.  The successful candidate must care deeply about solving avoidable wasted food and have excellent Customer Success Lead will manage the online marketplace and work closely with customer's orders, confirming accuracy, and ensuring vendor commitments in...

  • Customer Success Manager

    2 weeks ago

    North Vancouver, Canada Intranet Connections Full time

    As an essential member of the **Customer Experience Team at IC**, this is one exciting opportunity! It’s also an extremely rewarding job, building close relationships, and proactively steering customers to greater outcomes in their work. **IC** focuses on customer centricity and works hard to connect people with the tools and resources they need to be...

  • Customer Success Lead

    7 days ago

    Remote|Vancouver|Richmond|Delta|British Columbia|Surrey|White Rock|Coquitlam|Burnaby|New Westminster|Dallas|Portland|Abbotsford|Langley|Mission|North Vancouver|Victoria|Fraser Valley, Canada Targeted Talent Full time $80,000 - $120,000 per year

    Job Summary:The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.Duties/Responsibilities: Help build the infrastructure and standard operating procedures for the department Help create company guidelines particularly...

  • Customer Success Lead — Shape Process, Mentor Team

    3 weeks ago

    Vancouver, Richmond, Delta, Surrey, White Rock, Canada Targeted Talent Full time

    A leading customer service organization in Vancouver is seeking a Customer Success Lead to oversee a team, manage operations, and ensure high-quality service. The ideal candidate should have a Bachelor's degree in business or technology and extensive experience in customer success. Responsibilities include training staff, resolving customer inquiries, and...

  • Customer Success Lead — Shape Process, Mentor Team

    3 weeks ago

    White Rock, Canada Targeted Talent Full time

    A leading customer service organization in Vancouver is seeking a Customer Success Lead to oversee a team, manage operations, and ensure high-quality service. The ideal candidate should have a Bachelor's degree in business or technology and extensive experience in customer success. Responsibilities include training staff, resolving customer inquiries, and...

  • Customer Success Manager

    4 days ago

    Vancouver, Canada Woosender Inc Full time

    **About Woosender**: WooSender is a fast-growing SaaS company founded by 2 marketing experts to combine business sales and communication into a single unified platform. Our sales, communication & automation platform empowers SMEs to launch communication campaigns, automate, increase conversation, and get more sales using AI in a way that nobody else does...

  • Manager, Customer Success

    2 weeks ago

    Vancouver, Canada Absolute Software Full time

    **Who are you?** Reporting to the Director of Customer Success, as the Manager, Customer Success at Absolute, you are highly organized with excellent interpersonal skills and a passion for technology. You will provide leadership, mentorship and assistance to day-to-day operations. You will be responsible for leading a team of CSMs to drive customer loyalty...