• An exciting opportunity to grow your career at a rapidly scaling startup
• Receive a competitive salary of $65-80k along with a wide host of benefits
• Join a collaborative team environment of motivated individuals

We are seeking a proactive and technically minded Customer Solutions Manager to join our growing team in Vancouver, BC, on a full-time basis. This role is a hybrid between a traditional Customer Success Manager and a Solutions Architect. The ideal candidate will be passionate about building strong customer relationships while also possessing the technical acumen to guide customers through complex issues and data management. You will be a key player in ensuring our customers not only love StandardFusion but are also able to maximize its value to achieve their goals.

Customer Onboarding & Technical Implementation:

• Lead Technical Onboarding: Partner with our Customer Success Managers to guide new customers through the technical aspects of setup and implementation. You will be the primary technical point of contact during the onboarding phase, ensuring a smooth and successful configuration that aligns with the customer's specific needs and goals.
• Act as a Trusted Technical Advisor: Develop a deep understanding of each customer's technical requirements and pain points. Provide expert advice and hands-on assistance to overcome technical hurdles, ensuring the platform is configured for optimal use.
• Empower Through Expertise: Build strong, trust-based relationships with customer contacts by consistently providing clear, effective, and timely technical solutions. Your primary focus is on resolving technical challenges and enabling users to leverage StandardFusion's full capabilities confidently.

Technical Guidance & Solutions:

• Technical Troubleshooting: Serve as the primary point of contact for technical inquiries, investigating and resolving customer-reported issues. You will act as a crucial liaison between the customer and our product and development teams to ensure a timely resolution.
• Integration Expertise: Proactively develop a deep understanding of our available integrations. Guide customers through the configuration process, empowering them to connect our platform with their existing technology stack. When new integration opportunities are identified, you will scope the technical and business requirements and translate customer needs into clear specifications for the product team.
• Simplify the Complex: Take highly technical concepts, integration documentation, and API specifications and translate them into clear, understandable guidance for less-technical audiences.
• Data Expertise: Assist customers with complex data import processes, utilizing your knowledge of Excel formulas to manipulate and prepare data for seamless integration. A basic understanding of XML, JSON or a development background will be crucial for guiding customers through data structures and configurations.

Collaboration & Growth:

• Be the Customer's Champion: Collaborate closely with our customer success managers, product, and development teams to relay customer feedback, manage expectations, and advocate for features and improvements that will enhance the customer experience.
• Contribute to Our Team: We are looking for someone who is eager to contribute to our team's success. This includes generating ideas, taking ownership of projects, and actively participating in discussions to help us improve StandardFusion and our processes.
• Identify Growth Opportunities: Work with the success team to identify opportunities for expansions and up-sells. Your deep understanding of the customer's technical needs will allow you to strategically recommend additional areas of StandardFusion that will bring them value and increase stickiness.

• A strong, self-driven work ethic with the ability to work both independently and collaboratively in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to articulate technical topics to a non-technical audience.
• A proven ability to build and maintain strong relationships with a diverse set of customers.
• Moderate to advanced proficiency in Microsoft Excel, including the ability to create and troubleshoot complex formulas for data manipulation.
• A basic understanding of XML and JSON and their structure (or similar).
• Experience working with SaaS customers and the ability to manage multiple customer projects and priorities simultaneously.
• Experience using tools such as Microsoft SharePoint, Notion, CRM and/or ticketing systems.

• Experience in the Governance, Risk, and Compliance (GRC) industry.
• Prior experience in a Customer Success, Software Solutions Architect, or a similar customer-facing technical role.
• Proficiency in French
  

About the Benefits

As a valued member of the StandardFusion team, you'll receive a competitive salary of $65,000 - $80,000 based on skills and experience, as well as:

• Extended health, dental, and vision care
• Flexible working hours and hybrid work opportunities
• Professional Development Allowance
• Wellness programs
• A relaxed, casual work environment no dress code!
• Fully stocked kitchen with complimentary snacks, coffee, and tea
• Regular team lunches/dinners and company events
• Opportunities to take breaks in your day to play games including foosball, board games, card games, and sports
• Vacation and paid time off
• The experience of working in a fast-paced startup with space to experiment, grow, and thrive
• A collaborative, supportive, and diverse team that moves fast and builds great things