Client success manager Jobs in Burnaby, BC

Job Description

Job Description

Salary : 70,000 to 85,000

About Fobi :

Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket, merchandise, food, and beverage sales and bolstering advertising and sponsorship engagements. By enhancing customer retention and loyalty, Fobi sets the stage for transformative marketing strategies in today's digital landscape.

Job Overview :

Working with the VP of Marketing, the Customer Success Manager (CSM) is responsible for building strong relationships with our customers, ensuring their satisfaction, and driving customer success. You will act as our customers' key point of contact, guiding them through onboarding, training, and ongoing support. This role requires a proactive approach to problem-solving and a commitment to understanding and addressing customer needs. This is a new role for the organization, so you will not only be contributing to client projects but also helping to develop the CSM role.

Key Responsibilities :

• Customer Onboarding : Lead the onboarding process for new customers, ensuring a smooth and efficient setup and integration of our products and services.
• Product Training : Conduct training sessions and workshops to educate customers on product features, functionalities, and best practices. Assist with the creation of training materials as needed.
• Customer Support : Support customers by addressing their inquiries, resolving issues, and ensuring their satisfaction.
• Feedback Collection : Gather and analyze customer feedback to identify areas for improvement and work with the development team to implement changes.
• Relationship Management : Build and maintain strong, long-lasting customer relationships, acting as a trusted advisor and advocate for the customer.
• Customer Success Plans : Develop and implement customer success plans to drive product adoption, retention, and growth.
• Cross-Functional Collaboration : Work closely with the Project, Development, and Marketing Managers to ensure a cohesive approach to customer success.
• Uncovering Revenue Opportunities : Identify and pursue upsell and cross-sell opportunities within the customer base to drive additional revenue growth.
• Client Sign-Offs : Ensure client sign-offs on project milestones and deliverables, confirming that customer expectations are met.
• Issue Escalation : Manage and escalate customer issues as necessary, ensuring timely resolution and customer satisfaction.
• Reporting and Metrics : Monitor and report on key customer success metrics, including customer satisfaction, product usage, and retention rates.

Experience :

Skills :

Technical Proficiency :

What We Offer :

$70,000 to $85,000

Fobi is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.