Location
Hamilton, ON | Canada
Job description
Job Description
Job Description
Our client is seeking a highly motivated Client Success Manager for a permanent full-time position at our Hamilton office. Reporting to the VP of Sales & Marketing, the Client Success Manager will support their client’s clients in a specified territory. You will join a dynamic, fast-paced and highly skilled team with lots of opportunity for growth. You should be self-motivated, energetic, and have a passion for Sales, Account Management & Customer Service. This is a multifaceted role, which requires abilities in sales, marketing, client retention, customer support, on-boarding and training, as a member of a cross-functional team. This role will be hired local to our head office in Stoney Creek with the expectation of 3 days a week in the office 2 days remote.
Your responsibilities will include:
- Manage existing accounts and act as lead point of contact for all client communication and account management matters; build and maintain strong, long-lasting client relationships.
- Understand, onboard and train both new and existing merchants on client’s Gift & Rewards software tools for Point-of-Sale and Payment products within the Automotive, Retail, Hospitality &/or Petroleum industries; monitor support needs, post-launch.
- Achieve sales targets based on pre-determined metrics established by the marketing management team, through development of existing accounts (cross-sell/upsell) and customer retention; Report and present on current and forecasted sales targets.
- Coach existing merchants on leveraging the client’s suite of products and services to see positive ROI; leverage and understand merchant data to provide sales and marketing strategy and identify upsell opportunities.
- Ensure successful and timely delivery of our products and solutions to our customers, by managing and prioritizing deployment tasks and projects; coordinate with technology vendors, merchants, and other parties to see the project to completion.
- Clearly communicate the progress of monthly/quarterly/yearly initiatives to internal and external stakeholders
- Manage challenging client requests or issue escalations as needed; Maintain a high level of customer satisfaction and support for all products and services.
- Collaborate with internal teams to obtain in-depth understanding of our products and execute on various client projects and initiatives; Escalate product issues to Engineering team.
- Assist with 1st-line technical support overflow, as needed, by phone and email, based on product knowledge and provide refresher training on software utilization.
- Take ownership of client issues and escalate cross-departmentally, as needed, to see problems through to resolution.
What you need to do now:
- Apply online or visit jobs.talencity.com.
Required Skills / Experience
Required Skills / Experience
• Minimum 5 years of sales experience in Payments and/or Rewards industry account management &/or building customer relationships via SaaS organizations.
• Excellent communication skills, written and verbal, in English.
• Strong problem-solving and project management skills and attention to detail.
• Strong customer support skills.
• Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries.
• Intermediate experience with Microsoft Office tools (Word, Excel, PowerPoint).
Job tags
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