Customer Success Manager - Vancouver, Canada - Quadient

Quadient

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Quadient Accounts Payable by Beanworks is on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We want you to join the growing team; come and be a part of our EPIC family

We are looking for a
Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.

As a Customer Success Manager, you will develop and maintain strong relationships with customers to ensure that their business needs are met and exceeded.

You will lead implementations, resolve customer issues, engage customers to accelerate product adoption and manage expansion. You will monitor customer health, design and implement strategies for customer and product success.

What you'll do:

Build and maintain valuerich relationships with customers
Lead customer implementation and onboarding
Provide technical and customer support as per company core values.
Ensure fast timetovalue for new customers
Drive product adoption
Work crossfunctionally to resolve customer issues
Update support materials and maintaining customer support desk. Create training videos and guides. Lead webinars on various customer support topics.
Manage expansion of products/services in customer base
Drive internal continuous improvement project.

Requirements:

Bachelor's degree ideally in technology, business administration or finance
12 years of customer support and service experience
Experience working for a SaaS company or a startup would be considered an asset
Basic knowledge of accounting
You have passion for working with customers
You have strong organizational and planning skills
You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure. English is mandatory, other languages will be considered an asset
Critical thinking and ability to resolve complex situations are key to the success in this role
You are not a developer but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to nontechnical people

Bonus Points If:

You have used an accounting software
Knowledge of the software development cycle and basic computer troubleshooting
Experience with support software (Intercom) and CRM (Salesforce)
Have a CPA designation

Why Join the Team?
At Quadient, everyone's work matters and our team is encouraged to take complete ownership of their jobs. People who join the team are smart, driven and keen to solve problems with a team of like-minded individuals. You are not satisfied by just meeting a target, but you strive to exceed it. We take time to celebrate our wins together because we succeed or fail as a team.

Working together to achieve our goals is the way of our working life We don't claim to have all the answers, so all employees are empowered to challenge the status quo in order to best support the company vision.